Define a useful first response
Confirm that the request arrived, identify the business, avoid promising availability or price, and state when a qualified person will review the details.
Respect consent and context
Use the contact method the customer requested. Keep marketing separate from a service response, honor opt outs, and limit personal data to what the workflow needs.
Measure quality, not just speed
- Time to a useful response
- Accuracy of the information provided
- Appointments that actually occurred
- Complaints, opt outs, and duplicate messages
- Booked work by source