consulting

Keep Client Inquiries Moving While Your Consultants Deliver

Customer service outsourcing for consulting firms covers new project inquiries, discovery-call requests, and routine engagement updates. Give each consultant a clear brief before they return the call.

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A professional conducting a presentation in a modern office space with colleagues engaged.

how it plays out

From Project Inquiry to Client Update

Example workflows for a consulting practice, from the first inquiry to an active engagement. Your practice leads approve advice, scope, fees, and client deliverables.

Phone English

"We need a strategy consultant for a market entry into Southeast Asia"

New business inquiry from prospective client

Capture the company, market-entry goal, target geography, timing, and budget range.
Identify the relevant practice and record who will decide on the engagement.
Collect discovery-call preferences and coordinate against the firm’s approved availability.
Share approved firm credentials and send the inquiry brief to the practice lead.

Discovery request ready Example workflow

Email Japanese

"Can you send the updated deliverable timeline for Phase 2?"

Active client requesting project update

Record the engagement reference and Phase 2 request together in the HeroDash ticket.
Check the milestone information made available to the support team.
Send any changed dates or unresolved questions to the project lead for review.
Relay the approved timeline and arrange a status-call request when needed.

Approved update shared Example workflow

Web Chat German

"Do you have experience with digital transformation in manufacturing?"

Website visitor evaluating firm capabilities

Record the manufacturing business, proposed change, and questions for the practice.
Share only portfolio summaries that the firm has approved for public use.
Collect the decision timeline and a suitable contact for follow-up.
Route the inquiry to the digital-transformation practice with the discussion notes.

Practice lead receives context Example workflow

SMS French

"I need to reschedule my Wednesday workshop to next week"

Client requesting engagement schedule change

Identify the workshop, attendees, and requested week.
Record alternative times and time zones for the engagement owner to check.
Ask the engagement owner to confirm the revised slot and any project impact.
Send the agreed details through the firm’s scheduling process.

Workshop change confirmed Example workflow

the team behind it

Support for Your Consulting Practice

real members of the global team

Support for Your Consulting Practice

New-business intake organized by practice area, scope, timing, and budget
Client updates based on project information approved for release
Workshop and meeting requests with explicit time zones and engagement owners

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep the Engagement Reference With the Conversation

For a consulting practice, configure the engagement reference, practice area, decision deadline, and time zone as HeroDash ticket fields. A new market-entry inquiry can be routed separately from a Phase 2 delivery question for an existing client.

HeroDash can summarize the communication history and add key information to a ticket. The consultant can review the client’s request, previous discussion, and outstanding question before responding. The summary supports that review; the project lead still approves the timeline or advice.

For workshop changes, record the proposed slot and the confirmed slot separately. A configured status-change trigger can notify the assigned support agent when the request is ready for follow-up, so the client receives the engagement owner’s agreed details.

what comes off the call

The Brief Behind a Useful Callback

Agree these details with your team before coverage begins so the next person can act on the request.

New prospect or existing client and company name
Practice area, project goal, and relevant geography
Engagement reference for ongoing work

Budget range and decision deadline when volunteered
Preferred meeting times and time zone
Information the team may share and the partner who approves exceptions

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Can the support team answer project-specific consulting questions?

It can share your approved service information and capture the question. Recommendations, scope changes, fees, and project judgments go to the relevant consultant.

How are confidential client materials handled?

Define the documents and updates the team may share, who may receive them, and which requests require the engagement owner’s approval. Use that release process for every project update.

also worth reading

start

Scope Support Around Your Consulting Practice

Bring your inquiry types, practice areas, and meeting workflow. We will map which conversations support can handle and which need a consultant. Bring a sample engagement update request so we can work through the handling steps.

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