Customer enquiries
Enquiries arrive from five directions and land nowhere completely.
Customers write on WhatsApp, through the website, on Google, by email, and they call. Whoever has a moment answers. Whoever does not means to come back to it. By the end of the week nobody knows how many enquiries there were, or which went unanswered.
Why this happens
Each channel makes sense on its own. Together they are not a system. There is no single place where an enquiry has a status, and without a status there is no follow-up — only memory.
Approach
What we actually do
- 01We count one week of enquiries: which channel each came from, and how long it sat.
- 02Every channel lands in one view, with a timestamp, a source and a visible status.
- 03Each enquiry gets an owner. Open, in progress, answered — visible to everyone.
- 04Recurring questions get prepared answers. They go out only after a person approves.
- 05What was agreed stays attached to the enquiry and is still findable four weeks later.
Outcome
What changes afterwards
- You know how many enquiries arrive and how many were answered.
- Nothing is lost because someone was on holiday or in a meeting.
- The first reply goes out sooner without anyone having to work faster.
- When a customer comes back, the history is there.
Scope
What is included, and what is not
Included
- Consolidation of the channels you already use
- Status tracking and ownership
- Prepared replies with an approval step
- Training for the team
- Running and maintaining it afterwards
Not included
- Replacing your CRM or phone system
- Automated replies without a person approving them
- A chatbot that guesses without a grounded knowledge base
Next step
A conversation, not a pitch
Tell us the three channels most enquiries come through. We will show you where they overlap and where they leak.