True Corp
A Florida restoration company stopped trying to be on call 24/7 and put a live agent on the website instead.
Who they are
True Corp is a one-stop building, restoration and repair company in Lakeland, Florida, with separate divisions for plumbing, building, roofing and aluminum construction. The business was built around the idea that a customer dealing with damage at home does not want to call four contractors, and co-founder Mark Leves runs it with that all-in-one promise in mind.
What they were dealing with
Restoration jobs are emergencies. Customers contact the company when something has just gone wrong, and they want a real person on the line. Mark and his co-founders were trying to be available themselves, but no small team can sustainably stay awake 24/7. Inquiries that came in at the wrong hour were going unanswered.
Unless you work 24 hours a day 7 days a week, you'd better have somebody on call, because people don't always work on your schedule, they work on their own.
How tawk.to helped
True Corp added live chat to the site and brought in Hired Agents to keep someone available outside of normal business hours. When a customer hits the site at midnight after a pipe burst, an agent is there to take the basics down and confirm that True Corp will follow up.
What changed
The team no longer relies on being personally reachable around the clock, and customers get the immediate confirmation they want even before a tradesperson arrives. The result is fewer missed urgent calls and a setup the founders can actually sustain.
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