Support for your Business

FAQ’s

Can I use my existing phone number?

Yes! We can utilise your existing number including 1300, 1800, landline and mobile numbers…this keeps everything simple for you and for your customers.

How will my calls be answered?

Your customers will call your usual business numbers and will be routed seamlessly to your friendly, professional Gretchen Virtual Carer who will answer the call. Your service includes a personalised welcome greeting and after hours message bank message of your choice!

Where are your employees located?

Our Go Team Carers all work from our Operations Centre on the Bayside of Brisbane, Qld Australia.  Calls are not diverted overseas or to subcontractors.  Our Operations Captain who is a self confessed workaholic does work from a home office regularly.

Are my calls answered 24 hours a day, 7 days a week, 365 days a year?

Your calls will be answered LIVE Monday to Friday 7.30am to 8pm, Saturday 8am to 3pm EST (with Daylight Savings we start at 7.15am for our southern customers every day). Free after hours messaging for all other times including national gazetted public holidays. We can even direct the calls to an outside phone number or an on-call person and other options if required.  Every service included for FREE our carers returning to after hours messages to win you appointments, jobs and updating your crm.  

How do I receive my messages?

Automatically recorded conversations and messages are emailed to you in a wav.file so you can hear the entire conversation from start to finish and know exactly what action you need to take for each call.  These are undoctored full call recordings.  You hear everything a caller hears when they ring your business.  

How does Gretchen Operations know what questions I need asked of the caller and what information I require?

We will do all we can to set you up for success from the beginning. We’ll ask you a series of important questions in a brain storm chat that will give us the information to sound like we have always been a part of your business and serve your callers at the highest level. You will overhear all our conversations so it is easy to continuously provide more information and processes freely as we go along.

Where are your clients located?

With today’s technology, we are able to offer our services worldwide! Regardless of where you are located, your customers will think we are sitting in your office or business premises!

Am I locked into a contract or agreement?

We charge on a month-to-month basis giving you the freedom and flexibility without stuffy contracts. All standard access fees are invoiced and pre-paid fortnightly in advance using ezidebit. Our services are adjustable and flexible as your business evolves.

What can you do in a phone call?

We CAN… log into your schedule, customer management systems ensuring we can maximise the effectiveness of each phone call.  Yes your Carers can add new leads, add new patients/clients, add notes, checked all client information, sell and upsell your services and products, look for best times, reschedule, prevent cancellations and ensure your reporting is excellent in your systems.  Within many CRM (customer resource management tools online) these call allow task and ticketing to key employees or contractors to keep work flowing through your business and prevent double handling and faster change to client trends.

Can you send sms or emails on our behalf?

Yes we can send emails on your behalf if we have access to your email channel or have linked via gmail so we respond using your email accounts and signatures.  If we are sending SMS again this can be done on your behalf in your business name.  There is no branding by Gretchen – Your Local Customer Carers on any email or sms to your customers.  Let’s not confuse your customers as to who they are communicating with.   Your business brand is the most important thing.

How soon can I start?

In as little as four hours…our team will contact you to confirm your personalised business greeting, account details and get everything working perfectly! Simply call us on 1300 740 078 or fill in the form below and one of our friendly team will be in touch to get the ball rolling.