Answer customers · Customer response
Every enquiry answered, every follow-up kept
This isn't just setting up a form or WhatsApp. It covers replying to each enquiry and following it up until the sale. Who replies, during which hours and when a conversation is handed over are agreed with you at the start.
What it solves
Someone clicks an ad and writes in, but the message gets lost among one phone's notifications or answered hours later. Nobody follows up with the customer who said they'd think about it, and the conversation history leaves with whoever had the phone. We set up a way of receiving, logging and following up every enquiry, and run it with you.
Who it suits
- Businesses paying for ads but slow to reply to the messages they bring
- Teams getting enquiries from several channels who want one view of them
- Businesses where all messages sit on one phone with one person
- Anyone who often forgets to get back to the customer who said they'd think about it
What we take on
- Bringing enquiries from ads, website, WhatsApp, Instagram and phone into one place
- Replying to enquiries, by your team, by Castintech or from software-drafted replies, with the split agreed at the start
- Logging every enquiry and conversation
- A follow-up list and reminders for customers who need a call back
- Agreeing with you when a conversation is handed over to your team
What you get
- A shared enquiry log with your channels connected
- A written split of duties: who replies, when, and when to hand over
- Approved reply drafts for common questions
- A follow-up list and regular summaries of open enquiries
How it runs
Where things stand
We look together at where enquiries come from, who answers them today and where they get lost.
Split of duties
We agree in writing who replies, working hours, and the approval and handover rules.
Setup
We connect your channels to a shared log and prepare reply drafts and the follow-up list.
Running it together
Enquiries are answered and followed up as agreed, and regular summaries show what is still open.
What we need from you
- Keeping product, service, pricing and delivery details up to date
- Telling us which questions only you should answer
- The access needed to your WhatsApp, Instagram and other channel accounts
- Your team picking up the conversations handed over to them
Scope and limits
- Outgoing WhatsApp messages to customers need human approval; we don't let software send messages on its own
- We don't promise a set response time or round-the-clock cover; working hours are agreed at the start
- Binding commitments such as prices, discounts or delivery dates are never made without your approval
- Closing the sale is on your side
How it is priced and run
After setup this runs as an ongoing monthly service. Scope is agreed in writing at the start, based on the number of channels, enquiry volume and how much of the replying Castintech takes on. Some businesses only need the setup and follow-up list, with their own team doing the replying.
Frequently asked questions
Who actually replies to messages?
That's agreed with you at the start. Replies can come from your team, from Castintech, or from software-drafted messages approved by a person, and the split is put in writing.
What happens to messages outside working hours?
We agree working hours and how out-of-hours messages are handled at the start. We don't promise round-the-clock replies.
Does the software message customers on its own?
No. Outgoing WhatsApp messages to customers go through human approval. The software can draft replies, send reminders to your team and keep records.
Will it work with my current WhatsApp number?
We decide which line to use before setup, based on your number, your team and your message volume.
Answer customers
Let’s talk about customer response
Tell us briefly what you want to do. The person responsible will read it and set up a first call.
Request received
Your request is on record. The person responsible will read it and reply the way you chose.
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