More leads captured out-of-hours for Charleston Heating & Air

Jake Mehle, Vice President, shares how the heating and air specialists use Moneypenny's Call Answering to their best advantage.

When did you realize you needed support?

“Evenings can often be a busier time than during the day, so it’s important that we’ve always got provision to answer calls. We were using a call center but were frustrated with their poor customer service. Moneypenny is based in Charleston like us, so we decided to visit their office and meet the team – a free trial soon followed.”

What does good customer service look like?

“You can’t just listen to your customers – you have to really hear them out. Whenever a customer calls with a problem, we make sure that we relay any issues back to the caller so they know we fully understand them.”

How has Moneypenny changed your business?

“Learning firsthand how Moneypenny operates was a great experience and getting to know the team and their culture was a huge selling point. Now, they answer all calls for us, including those out-of-hours. They’re the middleman between our customers and technicians, and ensure every call is dealt with efficiently and professionally. Moneypenny is definitely not a call center – it’s so much more than that!”

What are the key benefits?

“Although our company has grown quickly, we’re still a small business at heart. We take our customer service and reputation very seriously and Moneypenny offers a consistency that we haven’t found with previous providers. Their app and portal are also fantastic features that our technicians use daily to contact Lacey, our Moneypenny Receptionist, and keep on top of incoming jobs.”

Any advice for other businesses?

“We would absolutely recommend Moneypenny to other businesses!”

We give you amazing people and technology:

Phone Answering

Your own Moneypenny Receptionist to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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