Stop losing service jobs to voicemail. Customer Direct helps home service teams answer demand, qualify leads, book appointments, route urgent repairs, support dispatch, and keep office and field teams informed.
Coverage available for overflow, after-hours, seasons, or 24/7 programs.
Industry services
Configure coverage around service areas, job types, technician availability, urgency, and dispatch rules.
Capture complete customer and job context before an opportunity goes cold.
Book approved work using service, location, calendar, and technician rules.
Identify emergency requests and activate the appropriate on-call or dispatch path.
Keep customers, office staff, dispatchers, and technicians aligned after intake.
Client testimonial
“I’m treated as if I am their only customer, and that same customer service experience Customer Direct gives my customers is the experience I receive as a client.”
Customer Direct home service client
97%
Live answer rate
<20 sec
Average answer time
Action through technology
Every Customer Direct program includes Happitu, our proprietary AI platform for conversation intelligence and Auto-QA. Configured around your service operation, it surfaces job demand, booking friction, lead-source quality, seasonal patterns, and coaching opportunities. These insights go beyond what even the best-trained agents can report on their own.
Classify service request, urgency, and lead-source trends to see what demand is coming in and from where.
Top Call Reasons
Seasonal HVAC
Concentrated in the first heat wave
Connect booking outcomes, dispatch patterns, and seasonal spikes to the workflows and service areas responsible for them.
Dispatch signals
Cross-area trends
Signals detected
187
Service areas flagged
3/11
North district
Same-day demand · 47 mentions
East district
Reschedule friction · 29 mentions
Coastal zone
Quote follow-up · 16 mentions
Auto-QA evaluates every eligible call against booking and brand standards. Customer Direct uses the results to identify gaps, coach agents, and track improvement.
Team performance
Program quality overview
Quality score
↑ 2.2 points
Compared with prior period
Coaching focus
Availability confirmations
Customer Direct
Captures approved service, property, location, timing, source, and qualification context.
Basic message-taking service
Takes contact details for an office callback.
Customer Direct
Supports approved booking and changes using service-area, job-type, calendar, and availability rules.
Basic message-taking service
Forwards a scheduling request.
Customer Direct
Applies approved urgency criteria and follows the on-call or dispatch escalation path.
Basic message-taking service
Delivers an urgent message without completing the operating workflow.
Customer Direct
Uses Happitu to reveal call reasons, demand, booking friction, service areas, and quality trends.
Basic message-taking service
Reports primarily on calls and messages.
Engagement models
Choose focused coverage or a fully managed operation, then expand after workflows and performance meet agreed expectations.
Start with a focused answering-service program for defined calls, scripts, messages, and routing.
Add trained capacity when weather, promotions, or busy seasons exceed what the office can answer.
Extend coverage across evenings, weekends, holidays, and overnight periods with approved urgent-call paths.
Build a dedicated team around higher volume, deeper field-service system work, and program-specific goals.
See how Customer Direct designs workflows, systems, staffing, training, quality monitoring, and continuous improvement around your operation.
Explore Our ProcessRepresentatives can work within approved field-service, CRM, calendar, messaging, phone, and dispatch workflows.
Program controls define service areas, pricing boundaries, appointment rules, customer verification, urgent routing, and escalation attempts.
Define the job types, service areas, calendars, urgency rules, and handoffs that turn calls into scheduled work.
Yes. We can answer calls, qualify service requests, schedule appointments, route urgent calls, support dispatch workflows, and help with customer follow-up.
Customer Direct can support HVAC, plumbing, electrical, roofing, restoration, pest control, landscaping, lawn care, cleaning, pool service, garage door, appliance repair, and other field-service businesses.
Yes. We can follow your urgency rules, service-area logic, and on-call escalation process for after-hours or urgent requests.
It depends on your workflow and system access. We can take messages, route urgent calls, notify on-call contacts, support dispatch handoffs, and update supported tools where access and process requirements allow.
Yes. Customer Direct can support workflows inside tools like ServiceTitan, Housecall Pro, Jobber, Service Fusion, Service Autopilot, calendars, CRMs, and other systems where access and process requirements allow.
Agents can collect customer name, phone number, address, service need, issue details, urgency, preferred appointment window, property notes, source, and any other approved intake fields your workflow requires.
Agents follow your approved scripts. If you provide approved pricing ranges, trip fees, diagnostic fees, or qualification rules, we can communicate those. Otherwise, pricing questions can be routed back to your team.
Yes. Multilingual support can be added based on your coverage needs, call volume, and program design.
Call details can be delivered through your approved workflow, such as email, SMS, CRM notes, field-service software, tickets, shared inboxes, or reporting dashboards where supported.
Pricing is based on the coverage model and workflows your team needs. Visit our pricing page or contact us to discuss the right fit for your call volume and requirements.
