Adhesive curing, phone ringing
You run a small repair shop, often alone or with one other person. You are in the middle of a screen replacement, with the phone open, adhesive applied and tiny screws laid out on a mat. The shop phone rings. You cannot answer it without risking the repair. It rings out. Ten minutes later it rings again, a different caller. By lunchtime there are six missed calls, and you do not know which were customers asking about a repair, which were existing customers asking about their device, and which were sales calls.
When you call back, half of them have already booked somewhere else.
A shop phone that depends on free hands
Most calls to a repair shop ask one of a few things: how much for my model and repair, do you have the part, how long will it take, are you open, is my device ready. All of these have answers that do not need the technician. But the phone only has one way of being answered, which is a person picking it up.
- Calls ring out when the only person is at the bench.
- Voicemail is left unheard until the end of the day.
- Missed callers are not followed up in any organised way.
- Price questions need the technician to look up the model.
- Status questions need someone to find the ticket.
Missed calls are missed repairs
A person with a broken phone wants it fixed today, and they ring shops until one answers. A missed call is often a lost repair. For existing customers, an unanswered phone is frustrating, especially if they are asking about a device you have had for days.
Stopping mid-repair to answer is not the answer either. It leads to mistakes, rushed work and a worse repair for the customer on the bench.
Call handling that deals with the routine calls
We build call handling around your shop phone, using a telephony service such as Twilio.
- Calls ring at the shop as normal. If nobody answers within a set time, the caller hears a short message in your words and is offered options.
- Callers asking about a price receive a text with a link to your price page or quote form, where they pick their model and repair.
- Existing customers can enter their ticket number or confirm their phone number and hear or receive their repair's status, taken from your repair system.
- Anyone can book a repair through a link to your booking page.
- Callers who want a person can leave a message, which is transcribed and put in a call-back list with their number and what they asked.
- Every missed caller who did not use any option receives a text saying you were busy with a repair and offering the quote link.
| Caller wants | Handled by | You need to act? |
|---|---|---|
| Price for a screen | Text with quote link | No |
| Status of their repair | Status from the ticket | No |
| Opening hours | Recorded message | No |
| Something unusual | Transcribed call-back request | Yes, when you are free |
A phone that works while you work
Routine calls are answered without you leaving the bench. Callers who wanted a price get one in a minute, rather than ringing the next shop. Existing customers can check their status themselves. And your call-back list holds only the calls that need you, with enough detail to answer them properly.
If you use an AI voice assistant for the first answer, we keep it to what it can do reliably, such as prices and status, and it hands over to your call-back list for anything else. You choose whether to use it at all.
Is your phone costing you repairs?
- Calls ring out while you are mid-repair.
- You call back missed numbers to find they went elsewhere.
- Most calls ask about prices, status or opening hours.
- You stop repairs to answer the phone.
- Voicemails wait until the end of the day.