TechValidate Research on Hiya

These pages present data that TechValidate has sourced via direct research with verified customers and users of Hiya. TechValidate stands behind the authenticity of all published data. Learn more »



286 Customers Surveyed

2,378 Data Points Collected

104 Published TechFacts

12 Published Charts

6 Published Case Studies



Selected Research Highlights


Hiya Customer Research

Average Answer Rate for Service Calls Increases with Hiya Connect

When asked how average answer rate improved with Hiya Connect, organizations who use Hiya Connect for services calls said:

10% or less : 7%
By 11-20%: 27%
By 21-30%: 27%
By 31-40%: 33%
By 50%+: 7%

Hiya Case Study

Small Business Transportation Services Company

Introduction

This case study of a small business transportation services company is based on a December 2021 survey of Hiya customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Hiya:

  • Purpose of outbound calling operations:
    • Sales: Follow up, providing quotes, deal closing
    • Service: Answering inquiries, resolving issues, customer check-ins
  • Challenges they experienced which led them to evaluate Hiya:
    • Calls being displayed as unidentified or unknown
    • Outbound calls were being labeled as spam

Use Case

  • Key features and functionality of Hiya Connect the company uses:
    • Branded Call
    • Secure Call
    • Reputation monitoring & management

Results

The surveyed company achieved the following results with Hiya:

  • Average call duration increased by 11-20%
  • Average answer rate improved by 11-20%
  • Saw improvements in:
    • Revenue
    • Sales Velocity
    • Customer Satisfaction (or NPS®)
    • Average Time to Resolve Issues
    • Cost to Connect

Hiya Customer Research

Improved revenue, sales velocity, NPS, cost to connect, and average time to resolve issues with Hiya

How have key business metrics improved with Hiya?

Improved 1-25% Improved 26-50% Improved by 51-75% Improved by 76-100% Improved 100%+

Revenue
Sales Velocity
Customer Satisfaction (or NPS)
Average Time to Resolve Issues
Cost to Connect

Hiya Customer Fact

A Medium Enterprise Financial Services Company replaced their existing branded caller ID and reputation management solutions with Hiya because:

  • They could work with Hiya and get calls delivered with identity to all 3 major US carriers
  • The call reputation data in the self-service console
  • Hiya’s consultative approach & customer service
  • The ease of getting started and ease of use of the product

Hiya Customer Statistic

73% of surveyed organizations agree that their average answer rate has improved with Hiya.

73%

Hiya Case Study

Fortune 500 Retail Company realizes 21-40% increase in answer rate with Hiya Connect

Introduction

This case study of a Fortune 500 retail company is based on an October 2022 survey of Hiya customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

  • The challenges experienced that led to evaluating Hiya:
    • Their calls were being displayed with outdated or wrong caller ID names
    • Their outbound calls were being labeled as spam
  • The challenge experienced with other branded call solutions:
    • Negative experience with customer service or support

Use Case

  • The main purpose for outbound calling operations:
    • Service (answering inquiries, resolving issues, customer check-ins)
  • The capabilities & features that led to selecting Hiya:
    • Ease of use
  • The call center metrics used to measure and report success:
    • Right Party Contact Rate

Results

The average answer rate for calls impacted by Hiya improved by: 21-40%



More to Explore



About Hiya

Hiya is modernizing voice with trust, identity, and intelligence that drive unsurpassed performance of the voice channel. Carriers and enterprises worldwide are transforming voice with Hiya’s Voice Performance Platform, achieving full call integrity, superior experience, and higher connection rates that delight customers and deliver new levels of value for the business.

Hiya Website   Hiya Website