HiredSupport

Overtone AcousticsProject Timeline: March 2022 - Ongoing (2023)Client: Overtone Acoustics is a provider of sound and acoustic solutions for residential, commercial, and institutional uses. Overtone Acoustics supplies a wide array of products where customers often needed some guidance and suggestions on products to pick and how much was needed. Overtone Acoustics wanted to get live chat, emails, social media, and calls all covered by a skillful agent who had to learn this business on the fly.Proposal: We proposed 1 skilled dedicated voice agent who can handle the calls as they came in 8 hours/day, 5 days/week. During downtime from the call volume, we would handle the non-voice support (such as live chat and emails/tickets). This meant Overtone Acoustics would have a versatile agent who learned this complex business and was able to cover almost all support channels.Goals: Client was looking to handle routine queries, as well as advanced support questions, along with job capturing for installation of products for bigger projects. Client was interested in making sure this was handled 5 days/week, Monday - Friday, 8 hours/day.Results: We were able to handle all support channels and even learned quite a bit about acoustic products and the solutions offered by the client. We were able to also take in small job leads for installation jobs of and pass these leads on to the client for extra revenue on top of the eCommerce business sales. We have become a jack of all trades and wear a few hats for this growing business.

We truly believe in making a great first impression. Live chat is the first impression your future customers see, so make sure it’s done right!Live Chat Support involves handling any form of customer support that is coming in via live chat.Pre-Sales: Are you using live chat as an effective selling tool? Each one of your live chat agents can act as a personalized seller where they can greet and communicate with your customer 1-on-1 to sell your product or service.Post-Sales: Live chat works great for handling returning customers and their support questions. It is perfect for handling the needs of your existing clients, while taking in new ones at the same time.Lead Generation: Live chat is a powerful tool that is often used for lead generation and capturing. We capture thousands of leads a week for our clients and send reports along with real time lead forwarding so you can convert the warmest leads.General Support: Whether it’s handling FAQ, or complex questions about your service or product, our experienced live chat agents can handle it all. Any industry. Any product. We’re that confident!Scalability: We can handle any volume of live chats effectively. Our time to first interaction is second to none and we know your customers don’t want to be sitting in a chat queue!

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