Findings
- Caught 11 inbound requests after 6pm; every one got a reply inside the first-response window.
- Asked qualifying questions on 34 jobs and flagged 9 as high-intent, each summarized for the operator.
- Re-opened 6 past-client threads that had gone quiet; 2 booked follow-up work.
- No request waited longer than the response window during business hours.
What it was worth
Conservatively, the after-hours catches alone recovered work that would otherwise have gone to whoever called back first. At this client's average job value, the two booked reactivations cover the system's monthly cost several times over, and the operator stopped manning the inbox between jobs.
Adjustments
Tightened the qualifying questions for water-heater jobs after two vague threads, and added an after-hours acknowledgment so prospects know a human follows up first thing the next morning.
Next period
Watching weekend inbound, which is trending up, and testing a same-day callback offer for high-intent leads.