Use cases

One phone problem at a time.

Each page takes one situation and follows a call through it: what happens to that call today, and what changes when it is answered.

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Missed calls and lost enquiriesMost callers who reach voicemail do not leave a message or call back. They ring the next business on the list, and a missed call leaves no record of what was lost.
Out of hours call handlingEvenings, weekends, early mornings and bank holidays still bring real enquiries. Today most of them reach voicemail or a phone that rings out, and by the time you open the caller has often moved on.
Busy-period call handlingThe busiest moments, a rush at the counter, everyone out on a job, a full waiting room, are when nobody is free to answer the phone. Answering it would mean stopping the thing already in hand.
Appointment booking by phoneBooking by phone means checking a diary, offering times, confirming one and writing it down, often while doing something else. When that waits for a callback, the caller is left uncertain and the booking sometimes never happens.
Lead capture and enquiry qualificationA new enquiry is only worth something once someone has found out what it is: the job, the timing, roughly the size, whether it is something you do at all. When that happens on a callback, the callback is the work.
Answering routine questionsOpening hours, prices, whether you cover an area, what to bring. Most of a business's calls are questions it has answered a thousand times, and every one of them still stops somebody.
Reaching a person when it mattersSome calls should never be handled by a machine: a complaint, a sensitive situation, a decision only you can make. What matters is what happens to those calls in the minutes before a person is free.

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