How Better went from voicemail to 100% after-hours coverage
Better, a business communications company, rebuilt their after-hours customer experience. Where calls once went to voicemail, a digital worker now answers every call, accesses the knowledge base, creates tickets, and routes them to the right team, all without human intervention.
After-hours calls going to voicemail
Better is a business communications company helping organisations communicate more effectively. But like many businesses, they faced a challenge: what happens when customers call outside office hours?
Before, after-hours calls went straight to voicemail. Customers couldn't get answers, issues piled up overnight, and the team started each morning catching up on messages rather than solving problems proactively.
This created:
A digital worker that never sleeps
We deployed a digital worker that handles all after-hours calls. It doesn't just answer, it understands the business, helps callers with their questions, creates detailed tickets, and routes everything to the right team for morning follow-up.
How every after-hours call is handled
From incoming call to triaged ticket, fully automated
From voicemail to instant answers
Every call answered, every issue captured
100% call answer rate
Every after-hours call is answered by the digital worker instead of going to voicemail.
Zero voicemails
Customers no longer have to leave messages and wait, they get help immediately.
Automatic ticket creation
Every call generates a detailed ticket ready for the team to action in the morning.
Smart department routing
Tickets are automatically triaged to the right team, no manual sorting required.
Better now has true 24/7 customer coverage. After-hours callers are helped immediately, tickets are created and triaged automatically, and the team arrives each morning to a prioritised inbox instead of a pile of voicemails.
We went from every after-hours call going to voicemail to 100% of calls being answered by the AI agent. It knows our business inside out, creates tickets automatically, and routes everything to the right team. Our customers get help immediately, and our team starts each day with a clear, prioritised inbox instead of playing catch-up with voicemails.
Ready for 24/7 customer coverage?
See how a digital worker can answer your after-hours calls, help your customers, and create triaged tickets automatically.
