Conversational Reviews

Conversational fields an extremely large amount of calls for us. We have six locations in the northeast, so we went from two locations to having them cover incoming calls for six locations that are really just segmented to sales. So we have calls that come into our offices and if someone is inquiring about sales, it gets routed to Conversational. If they're calling about anything else with respect to our operations, it's handled internally. So they're only handling incoming sales inquiries at this point which are then segmented by what we call a phone tree. And that phone tree could be, "Hey, you got a call, and it's for Connecticut. And you got a call, and it's for Virginia.” They are fielding incoming calls that could go to any six of the states and they're connecting them with a territory manager that's in anyone of those six states.

It can be very complex to take a caller that is coming in for a sales pitch, then discerning where the project is and whom they need to speak with. Not to mention the type of product they're inquiring about. So it's not your run of the mill, typical receptionist type of thing and it's not always 100% smooth. But some of that is customer-driven. Any time we've had little patches in the process, we've gone back, done coaching, and making sure there's an understanding of the phone tree. Even within that phone tree, we've had some turnover and Conversational's ability to adapt and quickly pick up a change has been pretty good. They will institute updates within 48 hours. Our customers also enjoy having the personable pick-ups. They think they're calling a receptionist who's passing them through who they need to speak to and they don't know if they're speaking to someone within our office, which is the key point of what we're trying to gain.

The inception of us taking on this service came during a little bit of a COVID experience, where we had turnover, volatility, and a lot of things going on. This was a way to have a seamless, ongoing, stable environment for incoming calls related to sales. So, if I look at what could be in terms of a more turbulent situation, Conversational has given us that baseline to constantly look refined and give us that stability we were looking for through those challenges. If anyone is looking for someone that has that positive personality and approach to answering the phone and the willingness to help, I would tell them they should look into it and try Conversational.

I love Conversational. It's fantastic. We don't have a huge volume of calls. There are days when we might get two. There are days when we might get 10. As we're growing, obviously, the volume is more. But even if we're missing those two calls, it's a potential lead. Because in the business that we do, 9 out of 10 times, the customer is coming to us versus us going to them. They're searching out epoxy floors, and then they're calling epoxy floor companies via Google. And we are the number one Google hit, so it's usually us in our area. We had those set to go to our toll-free number, and the calls were not being routed properly through our metric system and with another company that we were using. So we kept the number and forward it to Conversational.

Everyone has been amazing but I talked to Christina the most and she is so quick to reply. She never makes me feel like my questions are an inconvenience. She's always super kind and wonderful. She is always on the money and any time that she's not, someone else is immediately getting back to me. The best part of it is that their customer service is incredible.