We called 5,000 HVAC and roofing companies after hours. 84.3% didn't pick up.
We called 5,000 home-service businesses outside normal office hours, the same way a homeowner would when their AC dies or their roof starts leaking. Only 15.7% picked up.
We called 5,000 home-service businesses outside normal office hours, the same way a homeowner would when their AC dies or their roof starts leaking.
Only 15.7% of them picked up. The other 84.3% didn't.
What we did
We called 5,000 businesses in total. Half were HVAC companies and half were roofing companies, 2,500 of each. Every call was placed outside normal office hours.
What we found
Out of 5,000 calls, roughly 785 were answered. Roughly 4,215 were not. That's more than eight out of every ten calls going unanswered outside normal office hours.
Why it matters
A homeowner with a broken AC or a leaking roof doesn't leave a voicemail and wait. They call the next company on the list. The research on lead response is blunt about this: contacting a lead within five minutes instead of thirty is associated with 21 times higher odds of qualifying that lead. When the phone isn't answered at all, the odds are zero.
Calls keep coming after the office closes. A homeowner may need help in the evening, overnight or on a weekend. If nobody answers, the next company is one call away.
What to do about it
You don't need to replace your front desk. You need a backup for the calls it can't get to. That's what Pongg does: your team answers first, and when they can't, Pongg picks up in your company's voice, answers the caller's questions with the rules you set, and books the job before they dial someone else. Every call, answered by a person or by Pongg, is logged so you can see what you were missing.
Book a demo and we'll call your business line so you can hear it for yourself.