The CSRs at A1 Garage Door Service are great. But they can’t book every job, every day.
“It could be that the CSR (was) just maybe having an off day, or just an off call,” said Chase Mitchell, the director of performance marketing at A1, which serves 15 states and has more than 50 locations.
That used to mean when an ideal customer called and went unbooked, A1 simply lost revenue. It took too long to realize the call could've been booked. The customer had moved on.
“By that time, it's too late,” Mitchell said. “That customer is already (into a) conversation with Company B.”
This scenario is no longer a problem at A1. Now they use Second Chance Leads, ServiceTitan AI technology.
Second Chance Leads automatically reviews calls classified as unbooked, not a lead, and excused, and flags the ones it believes have a high likelihood of being saved with a quick follow-up call. After a CSR ends a phone call, Second Chance Leads uses Titan Intelligence to review the call recording and create a Second Chance Lead for review and action.
“We've seen a lot of booked jobs that were (saved) just minutes (after) an inbound call that resulted in a non-booked job,” Mitchell said. “We've seen the most value (in getting) that feedback in real-time. When that customer hangs up, they're going to call the next company—because they still have the need.
“With Second Chance Leads, it tells us right away. It's using AI to identify (the missed opportunity). We don't have to listen to that call.”
Mitchell said that Second Chance Leads has undoubtedly led to an increase in booked calls and revenue at A1. Bonfe Plumbing, Heating, Cooling, Electric, Drains has seen similar success, adding $40,000 in revenue—in one month—using Second Chance Leads.
CSRs at A1 have a technology backup, no matter the day or how the call went. Nothing is slipping through the cracks.
“(Second Chance Leads has) allowed us to react a lot quicker, and get that customer back on the phone with an agent who specializes in being able to reactivate those opportunities,” Mitchell said. “We've been able to reactivate a ton of those lost bookings because of Second Chance Leads.”
Second Chance Leads is now available for purchase by ServiceTitan customers. It will also be available as part of the brand new Contact Center Pro coming soon. Join the waitlist today.
