ProNexis

I used Pronexis service the first 2 weeks my business opened. I was promised a live, experienced agent would answer every time, with a high rate of appts booked. When I called my own number (as a customer) I was on hold 3 minutes then prompted to leave a voicemail. I experienced this all 3 times I called. I then logged into the portal to listen to calls between the agent and my potential customer, and was mortified. The agent gave yes and no answers and whispered through the entire call. The caller was confused, frustrated and did not use my service. Another potential customer asked if they had called the correct location, the agent replied “um, let me see what it says here”. I talked to Ray at Pronexis, voiced my concerns, requested a refund l, as they actually lost potential business and tarnished my reputation, and received a reply that he found no” abuse or neglect” , that is the bar they set for their customer service standards. I essentially ended up paying $1100 to have potential customers placed on hold (and hang up) to being very confused at the non- information and evasive responses from, who they thought was me. Would never use this company, do not recommend.

Best answering service with great internal customer service also! We simply place our phones on airplane mode when busy and let ProNexis take care of the rest until we are able to reach back to our customers personally. Business life has become so much more efficient!! Cannot say enough good things about ProNexis and it's people.

As a home service franchisor, it is very important that we work with a strong call center. We've partnered with Pronexis from the very beginning and they have been incredible. They add call center agents as we grow, we have regular touch base meetings where we listen to and critique calls, Pronexis has stepped outside their normal processes to try new approaches for us as we add different types of customers, and it's truly felt like a partnership the entire time. Our franchisees are getting great leads booked on their calendars regularly and the system is working beautifully!

Just switched over the ProNexis and working through a few minor issues. They are responsive to my requests and we are starting to see estimates and occasional cleans booked. A KEY factor for the switch over was there 24/7, 7 days a week call center. They booked a few estimates over the weekend, Saturday night and Sunday. I would recommend them to other companies not happy with their current call center.

For the most part, Pronexis has done a great job for us. Occasionally I have had Agents give wrong information to customers/prospects and have had to take care of those situations. But those situations do not outweigh the positives, which are knowing that no matter what time the call comes in, there is someone who will be answering that call for us if we cannot.