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.