Aidey

Aidey is a Business Process Outsourcing company

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Aidey is a Business Process Outsourcing company, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost-effective outsourcing solutions.Different brands use Aidey’s diverse services which includes: Customer Service, Technical Service, Customer Success and Back Office functions. Companies from the SaaS, e-commerce, hospitality and services industries use Aidey’s services to streamline their operations for peak efficiency and create flawless experiences for their customers. By using Aidey’s services, our customers establish successful cost-effective operations that balance the needs of all the participants in their ecosystem - from management at headquarters and all the way to the end-customers who are at the heart of our process.

NA
10 - 49
2017
Locations
Israel
Yafo, Tel Aviv, Tel Aviv 60198
0723354677

Focus Areas

Service Focus

100%
  • BPO Services

Aidey Executive Interview

Yaniv Varochik
Yaniv Varochik
CEO
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Kindly share your feedback on how GoodFirms has been doing so far in increasing your visibility among potential clients.
Over the last few years, GoodFirms has been a tremendous platform for us in terms of exposure, visibility, and awareness. We have gained quite a few clients with ongoing relationships that have initially found us on this platform.
Please introduce your company and give a brief about your role within the organization.
Since its establishment in 2013, Aidey has been a leading remote BPO company, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost-effective outsourcing solutions.
Different brands use Aidey’s diverse services such as Customer Service, Technical Support, Customer Success, Sales, and Back Office functions.

As the Founder and CEO, I am responsible for the strategic vision and management of key stakeholders in the business. Aidey is rapidly growing and constantly onboarding new clients from different industries.
What is the story behind starting this company?
I owned an ecommerce company prior to establishing Aidey. When it grew and became quite successful, I had to set up a customer support department to handle our clients’ inquiries and needs. Following a process that included experimenting with personnel from various countries, I came to the conclusion that in the Philippines, the company has found the perfect balance between cost and quality. I have established a customer service department that provided timely, quality, and cost-effective service and was extremely happy with the results. After selling this company, I have decided to set up Aidey to provide the exact type of speedy, quality, and cost-effective services to other companies that are in need of such services. Since then, Aidey has grown and established its reputation as one of the leading virtual BPO companies in the Philippines.  
What are your company’s business model–in house team or third party vendors/ outsourcing?
Aidey recruits an ad-hoc in-house team for every client based on their requirements and necessary skills.
How does your company differentiate itself from the competition?
Aidey, as our name may suggest, specializes in aiding small to medium companies to scale their operation effectively. Therefore, all our processes are designed to support the required flexibility that is much needed in the scaling process. The engagement with Aidey is easy, simple, and practically risk-free. From our contract terms, the software that we use, or the onboarding process, everything is tailor-fitted to the clients’ requirements so the clients have no effort or risk. Furthermore, as a virtual BPO, in opposition to the traditional BPOs, we enjoy two main advantages:
  1. Nationwide Recruitment Capabilities: since we are not limited to recruiting talent that lives near a certain physical location, we are able to recruit nationwide and achieve higher quality talent at a higher speed.
  2. Better Retention: Traffic in the Philippines is very congested and commute time to work can sometimes take 4-6 hours a day. This lost time is harming work-life balance and is very tiring for employees over time. By offering our employees the opportunity to work from home, we are significantly improving their work-life balance, increasing their satisfaction and in turn their retention with Aidey and our clients. The reduced turnover of employees enables a stable service with a reduced need for repetitive training and better-qualified agents.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
We really are agnostic to the industries: we hire a diverse manpower with various skillsets and knowledge to serve a wide range of industries and companies. Currently, it seems that the majority of our clients are coming from SaaS, e-commerce, Crypto, Gaming, HVAC, and Hospitality industries. Our business is based on long-term relationships and is not project-oriented.
Please share some of the services that you offer for which clients approach you the most for?
Most of our clients consume our services in the areas of Customer Service, Technical Support, Customer Success, Sales, and Back Office services.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
Since we tailor fit our services to match our clients’ requirements, provide quick, easy and free setup, and respond quickly to our client’s ever-changing requirements, 95% of customers are not only staying with us for 3+ years but also refer other clients to us that is known as the best indicator for clients’ satisfaction. 
What kind of support system do you offer to your clients for catering to their queries and issues?
Our account managers will have weekly, bi-weekly, or monthly meetings with clients in which they will provide a detailed snapshot of the account based on the KPIs that are relevant to each client. We will provide an overview of the performance of each employee and address any performance issues that may be uncovered. We perform periodic training sessions to ensure that members of staff are up-to-date with any updates about the services we provide to each client.
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
We offer our clients two basic pricing models to choose from: either for a shared service in which pricing is based on the volume of work (normally a number of tickets) or for a dedicated service in which pricing is based on the number of employees that are assigned to the client. The choice between the two is normally done during a discovery call where we assess the clients’ requirements and pick the option that will better fit.  
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
Our minimum budget requirement is very minimal and we onboard clients with initial requirements that can be as low as 0.5 FTEs. We understand that we take a journey together with the client and help them grow their business. Therefore, we look at the long-term potential that a partnership may have. We’ve had clients that started with as low as one person and quickly grew into large teams.
What is the price range (min and max) of the projects that you catered to in 2022?
The minimum yearly retainer that we currently have is $6,000. The maximum yearly retainer that we currently have is 700,000 USD.
Where do you see your company in the next 10 years?
10 years from now, Aidey intends to continuously innovate the remote BPO setup, and continue to lead this sector. We are growing our teams for existing clients, onboarding new clients and constantly introducing new processes to improve the quality and dependability of our services. One thing that will remain unchanged is our relentless pursuit of customer satisfaction and delivering best-in-class solutions and personal to our amazing clients.

Aidey Reviews

5.0 9 Reviews
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Martina Christian

Their team is nice, friendly and cheerful. They are joy to deal with.

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$0 to $10000

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Review Summary

Aidey team handles the support for our platform. Their team is nice, friendly and cheerful. They are joy to deal with. They have been handling all kinds of queries from our customers - technical and non-technical. Their team is very flexible and skilled at handling clients - especially the sensitive cases where customers have escalated issues on priority. Continue offering amazing customer service.

What is it about the company that you appreciate the most?

We enjoy working with their team. They are our strategic customer service partner.

What was it about the company that you didn't like which they should do better?

They have been a reliable partner so far. They should continue operating similarly going forward.

Isabella Davis

Aidey truly stands out with their strong team of trained professionals

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$0 to $10000

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We've worked with several customer support agencies so far. Aidey truly stands out with their strong team of trained professionals that are capable of delivering results in almost no time. Our customer satisfaction numbers went up from 2.5 to 4 in less than a month since we started working with them. They are truly a great partner to us.

What is it about the company that you appreciate the most?

They are strategic, friendly, and genuinely care about our customers. Thank you team Aidey.

What was it about the company that you didn't like which they should do better?

We're very happy with the service we have received so far from Aidey. We really don't have anything to complain about.

Sophia K.

Their team is terrific. Kuddos to their dedication and friendly approach.

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$10001 to $50000

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We have developed a Shopify application for fashion brands. Aidey's team is handling support requests from our customers. Their team is terrific. They managed to set up a team of Shopify professionals in few weeks. Kuddos to their dedication and friendly approach.

What is it about the company that you appreciate the most?

They didn't take much time to understand our platform and customer's needs.

What was it about the company that you didn't like which they should do better?

They did everything they can to help customers - so there is little to no space for improvement.

Rahil R.

Their team is supportive and agile. They quickly understood what we needed and adapted accordingly.

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$10001 to $50000

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We were looking for a reliable team who can handle our front-desk services. They would be responsible to answer queries from our guests about their check-in/out, their stay with us, etc. We hired Aidey team for the same. Their team is supportive and agile. They quickly understood what we needed and adapted accordingly.

What is it about the company that you appreciate the most?

Aidey's team is proactive and supportive. They are empathetic, and well-trained professionals.

What was it about the company that you didn't like which they should do better?

Through our time working with them, we didn't face any problems.

James A.

Aidey's team is managing the support for our platform. They are doing a good job.

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$10001 to $50000

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Aidey's team is managing the support for our platform. They take care of user's queries about login, game purchases, etc. We like their collaborative approach towards customer service. They keep the average response time between 30-45 mins - which is quite impressive. We're happy we chose Aidey.

What is it about the company that you appreciate the most?

They are friendly and professional. They genuinely care about our customers and their queries.

What was it about the company that you didn't like which they should do better?

There isn't anything major or concerning about them. They are doing a good job overall.

Charlotte P.

Very good company. Have been working with them for quite a long now. Always delivered what they promised.

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$0 to $10000

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Aidey's team is technically sound and agile. They can quickly respond to changes into the total chat flow. Their team is doing remarkable job in managing our customer's queries and we're happy working with them.

What is it about the company that you appreciate the most?

Unlike most of the companies, they under promise and overdeliver. That's the best part about them.

What was it about the company that you didn't like which they should do better?

The complain resolution time was minimum. They never let our customers wait any longer than 30-45 mins.

Vinayak N.

Supportive and friendly people. Always ready to an extra mile if it means helping the customers.

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$0 to $10000

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Review Summary

We hired a team of product support specialists from Aidey recently. They have been helping our customers with technical inquiries via email and chat. Their team is very professional and was easy to train. The best part was their ability to recruit for us a team with extremely relevant experience to our line of business, Aidey demonstrated impressive sourcing capabilities in this aspect.

What is it about the company that you appreciate the most?

Their proactiveness, dedication, commitment towards helping our users. They were amazing!

What was it about the company that you didn't like which they should do better?

Overall, they were great. Starting from their communication to project management - everything was great!

Nishant Singh

Agile & Flexible Team of Customer Service Specialists - Thanks!

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Their team was very flexible with their approach and got accustomed to our product in less than a week. They handled chats, emails, and phone calls on behalf of us and helped us deliver great customer support. We're happy with their services and would certainly continue working with them.

What is it about the company that you appreciate the most?

Their team is agile and proactive at communication. We liked the way they interacted with our clients.

What was it about the company that you didn't like which they should do better?

They were good overall. Nothing about them was concerning. Good work overall.

Great Company to Work With

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Working with Aidey is one of the best decisions we made for our company. We are able to save tremendously compared to having in-house customer support yet we are still getting efficient customer service for our customers. We have received great feedback from our customers because of the quick and quality response to their inquiries.