TechValidate Customer Research Library /

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

Challenges with other branded call solutions

If you’ve experienced challenges with other branded call solutions, which statement(s) best describes the challenge(s)?

I can't see which calls were influenced with identity
14%
I haven't had a good experience with customer service or support
13%
I don't have transparency into how the solution works
11%
I don't have 24/7 control to update what is displayed on outbound call displays
14%
The network reach is too low to make an impact
2%
Source: TechValidate survey of Hiya Connect users (2022)
Validated
  Published: Mar. 2, 2023   TVID: 376-F28-B2C

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%
Source: TechValidate survey of Hiya Connect users (2022)
Validated
  Published: Mar. 2, 2023   TVID: 4AD-2B0-8C7

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.

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“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    • Their calls were being displayed with outdated or wrong caller ID names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 Customer Fact

A Fortune 500 healthcare company said their answer rates improved by an average of 30% since implementing Hiya.

Source: Data & Dialer Manager, Fortune 500 Healthcare Company
Validated
  Published: Mar. 6, 2023   TVID: 84B-879-930

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.

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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

Hiya Customer Statistic

Increased in revenue

94% of surveyed customers have improved revenue by 51-75% since partnering with Hiya.

94%
Source: TechValidate survey run in December 2021 of Hiya users
Validated
  Published: Jan. 4, 2022   TVID: EB5-6E1-327


More to Explore

All TechFacts (104)

All Research Charts (12)

All Case Studies (6)


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



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