Common-question replies by email, text and web chat
Around 6 hours a week back. Customers get a correct answer in minutes, day or night, and every reply comes from answers you approved.
Hours back
6
hours a week back, typically
How it runs
What we build, step by step.
This is the usual shape. Yours gets built around how your team actually does the job.
- 01
Your answers, written down once
We sit with your office team and put the real answers in one place: prices and ranges, service area, hours, payment terms, what to expect on the day. You approve every line.
- 02
Every channel watched
New messages in the shared inbox, on WhatsApp and in the website chat are picked up the moment they arrive.
- 03
Routine questions answered
If your answers fully cover the question, the customer gets a short, friendly reply in your voice, with a link to book if they're ready.
- 04
Everything else handed to a person
Anything not covered, or anything about a complaint, a refund or a price negotiation, goes to the right person with a suggested reply they can edit.
- 05
A weekly list of new questions
Questions that came up with no approved answer get listed, so you can add one and it's handled next time.
Shown with software we see a lot. If your team uses something else, we build it into that instead.
Built for your business
Same job, different business. We build yours.
Two firms in the same trade rarely run a job the same way. Different software, different steps, different people signing off. We build it for your business, around how your team actually does the job.
Your steps
Built around the order your team already works in, odd exceptions included.
Your software
Runs inside the tools you already pay for, set up the way you use them.
Your rules
Your wording, your limits, your sign-offs. Nothing generic goes out in your name.
You sign off
Your team keeps the final say.
For the first few weeks every reply waits for approval. After that, only questions your approved answers fully cover go out on their own. Anything about money, complaints or exceptions always goes to a person.
What it's worth
What those hours add up to.
6 hours a week, over 46 working weeks, is 276 hours a year. At $50 an hour, that’s
$13,800
back in the business, every year.
Typical, not promised.
Before and after
The job, before and after.
How it runs today
Whoever's nearest the phone or inbox answers the same questions over and over. Do you cover my postcode? What's the callout fee? How long does a service take? Can I pay by card? Replies slow down in busy weeks and change depending on who writes them. The website chat often sits unanswered because nobody's watching it.
What we build
- Your answers, written down once
- Every channel watched
- Routine questions answered
- Everything else handed to a person
- A weekly list of new questions
A month in
Around 6 hours a week back for the office. Customers get an answer while they're still deciding who to call, and the website chat finally gets answered.
What's safe to answer on its own
The safe questions are the ones where the answer already exists and doesn't change from customer to customer: opening hours, the area you cover, how to pay, what happens on the first visit. In a typical office that's most of the volume.
Keep anything that needs judgement or an exception with a person. A refund outside your policy, a quote that depends on seeing the job, a customer who's already annoyed. Our job there is to get the message to the right person fast, with the history attached.
It doesn't make things up
A system that answers from general knowledge will confidently invent a policy you don't have. Ours answers only from the answers you approved. If the honest reply is "someone will get back to you today", that's what it says.
FAQ
What if our prices change?
You update the price in the answers document, and the next reply uses the new figure. The handover pack shows exactly where that document lives.
Can it answer in the website chat we already have?
Usually, yes. Automatic replies can run in most existing website chat tools, and if yours can't be connected we can swap it for one that can. We check on the free live build.
Does it handle phone calls?
No, common question replies cover written channels: email, text, WhatsApp and web chat. Missed calls can get an instant text back that starts the same conversation, and we often add that alongside.
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Thirty minutes on common-question replies by email, text and web chat. We build its elf with you, live, and you keep it.