Jeff A.
Cautionary Tale
We have been with Posh for approximately 3 months. Overall, the customer service is somewhat responsive to issues, but we have not had the smoothest experience. As other uses have mentioned: 1) You are led to believe you would have a dedicated sales rep overseeing your account, which is far from being the case. In our case, we were led to believe that someone would be monitoring the account and making proactive recommendations. We certainly do not have a dedicated rep or anyone who is looking out for our best interest 2) Watch for overages: We started off with the starter plan as a test and led to believe someone would be monitoring usage and making recommendations. Not the case, we went from a $119 bill to now paying over $1600. While some of that is due to increased call volume, much of it is due to us being in the wrong plan and subject to significant overages. The time tracking is also suspect and I question how long some of these calls are actually taking to add up to our billable hours. 3) The call detail is lacking, some reps give wrong information over the phone. The call flow process is a bit clunky especially if it needs to be changed I think for a simple business with steady call volume and simple needs benefit, but if you have any variability or complexity this may not be a good fit
Response from Posh Virtual ReceptionistsApr 30, 2024
We sincerely regret to learn of your less than satisfactory experience. While we acknowledge your perception of our customer service team's responsiveness, we respectfully assert that we pride ourselves on our high level of responsiveness. Each time you reached out to us, we made it a priority to respond promptly, typically within a couple of hours, offering our recommendations. There were instances where our emails remained unanswered, which may have contributed to any communication gaps and ultimately to some of the concerns you outlined regarding your billing plan. Regarding your concerns, our Sales Consultants oversee the initial setup of your account, after which our dedicated Customer Service team manages billing and account updates. While your Sales Consultant remains available for assistance, it is ultimately the Customer Service team that handles ongoing service matters. Throughout your trial period, your Sales Consultant closely monitored your usage to ensure alignment with the most suitable plan based on your call volume. We provide convenient access to your usage data in real-time via our smartphone app and website to prevent any billing surprises. Regarding overages, it is true that we charge for exceeding plan allotments. In your case, as your call volume exceeded initial expectations, and you reached out with concerns, we promptly recommended a plan adjustment and highlighted the call types contributing to the increase in usage. Despite our recommendation, we observed no response nor confirmation of the suggested plan change. However, in recognition of the situation, we credited your account as if you had adopted the recommended plan retroactively, as a gesture of goodwill. We handle a wide range of simple and complex accounts and our proprietary software is built to scale; and has done so very successfully. I would be interested in learning what portion of the process you felt was clunky so we can identify any areas of improvement. Please contact our Vice President of Operations at [email protected] if you would be interested in discussing further.