A professional services business based on the East Coast of Australia expanded their offering and began an interstate expansion. Whilst the business was planning to hire staff on the West Coast should the expansion be successful, they were stuck with a lack of coverage for a couple of hours in the early evening when their East Coast account managers and support staff went home.

We built a detailed knowledge base of the most commonly asked questions and trained up a voice agent that manned the phones not just during those couple of missing hours of coverage, but around the clock.

We then worked on the conversation flow, specifying various agent scripts, phrases, questions and the ability to book an appointment with a real team member. We tested this initially with some trusted clients and slowly rolled it out, receiving great feedback.