Case Study
The Building Approval Company
EXTENDING CUSTOMER SUPPORT CAPACITY
Background
The Building Approval Company (TBAC) provides building certification and consultancy services. With complex and highly technical enquiries coming in daily, the small team needed a way to ensure customers received accurate answers without overwhelming staff capacity.
CHALLENGE
- High volume of technical questions that demanded timely and accurate answers
- Risk that customers wouldn’t get the information they needed quickly, impacting leads
- Concern that any support solution would need to handle the complexity of the industry
SOLUTION
A custom knowledge base tailored to TBAC's services allowed us to provide instant, professional support that reflected their expertise. Our 24/7 service ensured potential clients received answers at any hour, while their staff focused on specialised approvals and consultancy work. We continuously refined and improved our responses, integrating seamlessly as an extension of TBAC's customer service operation.
OUTCOME
- Reliable 24/7 support providing customers with on-the-spot answers
- Significant time saved for staff to focus on high-value work
- Delivery of qualified leads directly to the team
- A cost-effective solution described by TBAC as “the keeper” after trying others
“We love the Chat2 service and, for a small business like ours, it has proved invaluable and is extremely cost effective. It provides potential customers with 24/7 support that gives them answers on the spot and provides genuine value. The knowledge base makes the service a seamless extension to our own customer service which is no mean feat in a highly technical and educational customer journey. It was easy to set up and is easy to use. The team are proactive, constantly looking to improve, and great to deal with. When there aren't enough hours in the day to deal with what comes across your desk it is great to know Chat2 is delivering qualified leads. We've tried a number of different solutions and this is the keeper!”
The Building Approval Company
Owner
With our unique, innovative live chat software and our team of online engagement agents 24/7, you will have the power to maximise your sales, leads, bookings, conversions & attract more enquiries.
