TechValidate Customer Research Library /

TechValidate Research on Hiya

6 Case Studies


Hiya Case Study

Renegade Insurance increases answer rate by 101% – 120% with Hiya’s Branded Call

Introduction

This case study of Renegade Insurance is based on an October 2022 survey of Hiya customers by TechValidate, a 3rd-party research service.

Share

Embed

Download

“My outbound call efforts for prospecting and customer support were continuously labelled as spam, impacting both additions of new clients and retaining existing ones. With Hiya, my existing customer instantly know Renegade is calling increasing my retention rate and Renegade branding on the calls spreads our brand name aiding to addition of new clients”

Challenges

  • The challenges experienced that led to evaluating Hiya:
    • Their calls were being displayed as unidentified or unknown
    • Their calls were being displayed with outdated or wrong caller ID names
    • Their outbound calls were being labeled as spam
    • Their needed more data and insights to help optimize their call center operations
    • Their answer rates and other key metrics were declining

Use Case

  • The main purpose for outbound calling operations:
    • Sales (follow-up, providing quotes, deal closing)
    • Service (answering inquiries, resolving issues, customer check-ins)
    • Recruiting
  • The capabilities & features that led to selecting Hiya:
    • Ease of use
    • Reach & distribution
    • Analytics & insights functionality
    • Price
  • The call center metrics used to measure and report success:
    • Answer Rate
    • Call Duration
    • First Call Resolution
    • Right Party Contact Rate

Results

  • The business metrics that have improved after implementing Hiya:
    • Sales velocity
    • Cost to connect
  • The average answer rate for calls impacted by Hiya improved by: 101-120%

Company Profile

Company:
Renegade Insurance

Company Size:
Medium Enterprise

Industry:
Insurance

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.

Learn More:

Hiya

Source: Mohit Khullar, Manager, Strategy & Operations, Renegade Insurance
Validated
  Published: Oct. 30, 2022   TVID: C99-D9A-252

Hiya Case Study

Fortune 500 Healthcare Company Improves Answer Rate and Customer Satisfaction with Hiya

Introduction

This case study of a Fortune 500 healthcare company is based on a March 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.

Share

Embed

Download

“In healthcare, we have expensive resources (doctors, nurses, techs) making calls manually. Achieving first-call-resolution saves a lot of time.”

Challenges

  • The business challenges that led the profiled company to evaluate and ultimately select Hiya:
    • Calls displayed as unidentified or unknown
    • Outbound calls were labeled as spam
  • Ceased using the following solutions since using Hiya Connect:
    • Neustar
  • Experienced the following challenges with other solutions:
    • No accounting of the calls impacted by branding/identity
    • No demonstrated results or impact to key KPIs (i.e. no change in answer rates, call durations)
    • No 24/7 control to update what is displayed on outbound call displays

Use Case

The purpose for outbound calling operations:

  • Service
  • Scheduling
  • Billing and collections
  • Notifications

Results

The surveyed company achieved the following results with Hiya:

  • Improved answer rate
  • Higher NPS & increased customer satisfaction

Company Profile

The company featured in this case study asked to have its name publicly blinded because publicly endorsing vendors is against their policies.

TechValidate stands behind the authenticity of this data.

Company Size:
Fortune 500

Industry:
Healthcare

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.

Learn More:

Hiya

Source: TechValidate survey of a Fortune 500 Healthcare Company
Validated
  Published: Oct. 25, 2022   TVID: BED-312-D32

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.

Share

Embed

Download

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%

Company Profile

The company featured in this case study asked to have its name publicly blinded because publicly endorsing vendors is against their policies.

TechValidate stands behind the authenticity of this data.

Company Size:
Fortune 500

Industry:
Retail

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.

Learn More:

Hiya

Source: TechValidate survey of a Fortune 500 Retail Company
Validated
  Published: Oct. 19, 2022   TVID: BE7-C41-961

Hiya Case Study

Fortune 500 Healthcare Company achieves
21-40% increase in answer rate with Hiya Connect

Introduction

This case study of a Fortune 500 healthcare 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.

Share

Embed

Download

“Being able to verify our numbers to ease our customers’ minds that we are calling from an established, legitimate connection is invaluable in the current climate.”

Challenges

  • The business challenges that led the profiled company to evaluate and ultimately select Hiya:
    • Their calls were being displayed as unidentified or unknown
    • Their outbound calls were being labeled as spam
    • Their needed more data and insights to help optimize their call center operations
    • Their answer rates and other key metrics were declining

Use Case

  • The main purpose for outbound calling operations:
    • Sales (follow-up, providing quotes, deal closing)
  • The capabilities & features that led to selecting Hiya:
    • Reach & distribution
    • Analytics & insights functionality
  • The call center metrics used to measure and report success:
    • Answer Rate
    • Right Party Contact Rate
    • Sales and Contact Conversion

Results

  • The business metrics that have improved after implementing Hiya:
    • Revenue
    • Contact Rate
  • The average answer rate for calls impacted by Hiya improved by: 21-40%

Company Profile

The company featured in this case study asked to have its name publicly blinded because publicly endorsing vendors is against their policies.

TechValidate stands behind the authenticity of this data.

Company Size:
Fortune 500

Industry:
Healthcare

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.

Learn More:

Hiya

Source: TechValidate survey of a Fortune 500 Healthcare Company
Validated
  Published: Oct. 19, 2022   TVID: 4FB-1C2-F95

Hiya Case Study

American Residential Services

Introduction

This case study of American Residential Services L.L.C. is based on an October 2022 survey of Hiya customers by TechValidate, a 3rd-party research service.

Share

Embed

Download

“We don’t roll our trucks until we can confirm that our customers are expecting us. Before Hiya, when our numbers were tagged as spam, customers wouldn’t pick up, so we didn’t dispatch to their home, resulting in unhappy customers.”

Challenges

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

  • The challenges experienced that led to evaluating Hiya:
    • Their calls were being displayed as unidentified or unknown
    • Their calls were being displayed with outdated or wrong caller ID names
    • Their outbound calls were being labeled as spam

Use Case

  • The main purpose for outbound calling operations:
    • Sales (follow-up, providing quotes, deal closing)
    • Scheduling (setting / confirming appointments)
  • The capabilities & features that led to selecting Hiya:
    • Ease of use
    • Reach & distribution
    • Analytics & insights functionality
    • Price

Results

Business improvement after implementing Hiya:

  • Fewer IT tickets related to spam tags on outbound calls

Company Profile

Company:
American Residential Services L.L.C.

Company Size:
Large Enterprise

Industry:
Home Services

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.

Learn More:

Hiya

Source: Stacey Besinger, Manager, Telecommunications , American Residential Services L.L.C.
Validated
  Published: Oct. 19, 2022   TVID: CFB-A38-A22

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.

Share

Embed

Download

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

Company Profile

The company featured in this case study asked to have its name publicly blinded because publicly endorsing vendors is against their policies.

TechValidate stands behind the authenticity of this data.

Company Size:
Small Business

Industry:
Transportation Services

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.

Learn More:

Hiya

Source: TechValidate survey of a Small Business Transportation Services Company
Validated
  Published: Jan. 17, 2022   TVID: D71-91A-FF1



More Research on Hiya



© Copyright 2024 SurveyMonkey. All marks used on this site are the property of their respective owners. Privacy Policy Terms of Use