What we've learned answering for other people
Enquiry data, product decisions and the occasional strong opinion. No newsletter-bait, no listicles.
9 articles. More every month.
The missed call is the cheapest thing you will ever fix
We looked at three months of call data from twelve small businesses. Most of the lost revenue happened between 18:00 and 21:00.
ChannelsWhy one message often contains three questions
Customers do not write like forms. A refund, a price and an opening hour arrive in the same paragraph, and menus cannot handle it.
AutomationFlow charts break the week your prices change
Keyword trees are cheap to build and expensive to maintain. What replaces them, and what you lose in control.
FranchiseHow to keep twelve locations answering the same way
One rulebook, local numbers, local diaries. What head office should own and what should stay with the site.
ChannelsInstagram DMs are a sales queue nobody works
The reel does the work at midnight, the DMs pile up for three days, and the buyer books somewhere else.
Behind the productWhat we mean when we say Joe never invents an answer
Sources, refusals and escalation. The three mechanisms that keep an agent from being confidently wrong.
AutomationCredits, seats and the honest cost of coverage
Per-seat pricing punishes you for answering more. Here is how the arithmetic changes when it is per message.
PhoneWarm transfers, and why customers never explain twice
The handover is where most automation fails. What a good one sounds like from both sides of the line.
Behind the productTwenty minutes to live: what setup actually involves
We timed ourselves setting Joe up for a car rental firm, a padel club and a plumber. Here is where the time goes.
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Joe answers the first call about twenty minutes after you sign up.
200 credits on us for 7 days to decide if he keeps the job.