Results
Less Spam Calls
More Leads Captured
More jobs booked
The problem we needed to solve…
As a business owner who is often “on the tools”, Dan struggled to be able to answer his phone during the workday. This meant that he was missing out on potentially valuable new clients and jobs. If Dan didn’t answer the call, the potential client would rarely leave a message and just move on to his competition.
Our Solution – Missed Call Service (IVR)
We built a customised Interactive Voice Response (IVR) system for Dan to replace his standard message bank service for missed calls. The system provided the caller with 3 options:
- Request a callback – sends Dan an SMS with the caller’s number
- Transfer to another staff member – transfers the caller to one or multiple team members
- Leave a message – the caller’s message is recorded, transcribed and then emailed to Dan
These options were specifically requested by Dan, and configured to his specifications. However, our solution is extremely flexible and can be customised to suit almost any business need.
The Request a Callback feature had the additional benefit of reducing the amount of spam/fake phone numbers Dan spent time calling back. Now Dan only calls people who specifically request him to do so (either via the Request a Callback or by Leave a Message), saving significant time and frustration.
Technology Used
- Twilio – provides virtual phone numbers and IVR logic
Return On Investment
Time saved
The IVR system has significantly increased the amount of leads Dan is able to capture while working in his business. By providing the callers with more options than just “please leave a message…”, they are much more likely to engage and ultimately convert into paying customers.
The Request a Callback option allows Dan to be selective about when he calls the lead back rather than being halfway up a ladder trying to do his job and win new business.
The fact that the Caller’s messages are transcribed and then emailed to Dan means he has a written record of the call that he can use to more easily understand the Caller’s needs and respond more accurately.
Cost of the solution
Since the IVR system was created and delivered entirely by the Twilio platform we were able to keep setup costs and the development time low.
All Lec Services paid a setup fee of $500, followed by a monthly subscription fee of $129 for each month they use the system.
| Item | Cost | Notes |
|---|---|---|
| Understanding the Problem and configuring the IVR system | $500 | Time split across several days |
| Monthly subscription | $129 | Monthly subscription fee |
| Total | $629 (First month) + $129 (Ongoing monthly) |
Owner
We worked with Matt to solve a problem we were experiencing during high-demand periods in our business. When connecting with customers and being on the tools it is hard to answer every call. Matt provided a solution to meet this requirement. Although every call is not a customer, I know that genuine customers can now leave their details and request a call back if the matter is urgent. Matt also checks in to see how everything is going and there may be some other business automation ideas in the future.
