After Hours Support Services
TMC keeps your business operating 24 hours a day, 7 days a week. Whatever time of day, we’re here for your business and your clients. Our after hours service means you can rest assured knowing our local team will professionally manage all of your client interactions. We will resolve your customers’ queries reflecting your brand and call flow and follow a predetermined service scope.
How we manage your after hours interactions is up to you. At your request, we will forward messages, escalate issues to your on-call team, and log contact for reporting purposes. Whether you need an after hours answering service, live chat and email support, or social media and online options, TMC’s after hours support makes better business sense.
We’re Here When You’re Not
Our support services will have you covered after hours and extend your customer reach when you thought it was not viable to do so. Our after hours services include support for:
- Phone calls
- Live chat
- Social media
- Online enquires
However your clients contact you, we will keep you or your team informed as you need. We contact you with your messages according to a predetermined triaging process, so the most critical contact is immediately passed to you for action. We action other queries according to your instructions.
If using our after hours answering service, it works by diverting your phones to an allocated landing point, which is a local phone number. You can do this manually or set it automatically on your phone system. We’re open 24 hours a day, 7 days a week and answer your calls, escalate issues, pass on messages and monitor incidents. You will not miss an after hours call again.
It can be expensive to have in-house staff to provide 24/7 service levels, especially if after hours contact from clients is sporadic. You don’t have to miss out on potential sales due to staff being unavailable to answer product or service queries. As we are a full service business support partner, our after hours service may include:
- Help desk and technical support
- Managing trades call-outs
- Live answer messaging
- Bookings and appointment scheduling
- Taking customer orders through our order fulfilment and secure payment gateway
Customised After Hours Support
Before commencing an after hours service, we will design a protocol and escalation policy to suit your business’ operations. It may mean no contact with you on the weekends and the escalation of critical issues to your in house staff. We can monitor situations until they are attended to, make outbound calls and receive inbound calls as per your instructions. We provide detailed reporting so you will be fully informed.
After hours can mean different things to different businesses and we work on your schedule. Our flexible after hours options mean we’re committed to innovative solutions that improve your operations. If we can’t offer what you need, we will build it!
Contact us to discover how our after hours support services can help you work smarter and gain a competitive edge.
Handling after hours calls was becoming increasingly difficult for my plumbing and electrical business. We needed help desperately and thankfully found TMC, who introduced us to the concept of managing our rosters remotely. It was so easy, and our trades and customers love it.