Solutions
Where inquiries are lost.
Not a feature list. These are the specific points between an inquiry arriving and a job on the calendar where the work goes somewhere else — and what a response system has to do about each one.
- After hours The office is closed. The customer is not. What has to happen to an inquiry that arrives at nine on a Sunday night.
- Missed calls Somebody was there. Nobody could pick up. What has to happen in the minutes after a call goes unanswered.
- Human handoff The call that should not be automated at all. When a system has to stop, and what the handoff has to carry with it.
Each of these is one failure. The response system is the seven stages all of them run through.
Which one is costing you the most?
Usually the answer is not the one an owner expects, because the calls that never reached anyone are the hardest to notice. That is a conversation, not a form.