Customer support outsourcing for trades & home services

AssistBPO's customer support outsourcing for trades and home services companies gives your customers a desk that handles everything after the truck leaves. The invoice question, the warranty claim, the thermostat that is doing something odd, the request for a copy of the permit, the callback on a repair that did not hold.

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This page Trades & home services Customer support outsourcing

How does customer support work for home services?

One named support agent who knows your job types and warranty terms, a backup, and a team lead who scores a sample of tickets each month on the QA scorecard. Requests arrive by phone, text, email and your customer portal, are logged as tickets against the job record in ServiceTitan, Jobber or Housecall Pro, and are answered from the tech's notes, the invoice and your warranty policy. Callbacks are booked as warranty or billable to your rule and flagged to the tech's manager. Manufacturer warranty claims are started with the serial number and the install date already attached. Billing disputes get the itemized invoice and the signed authorization, and anything beyond the agent's script is escalated to you with the file open. Membership customers get their unused visits scheduled. The desk works your hours and hands over an end-of-day report.

What tasks does customer support cover for trades and home services companies?

  • Answer invoice, warranty and how-does-this-work questions from the job record
  • Book callbacks as warranty or billable to your rule and flag the tech's manager
  • Start manufacturer warranty claims with serial number and install date attached
  • Send permit copies, invoices and equipment documents on request
  • Handle billing disputes with the itemized invoice and signed authorization
  • Schedule unused membership visits for plan customers who write in
  • Log every request as a ticket with owner, status and resolution
  • Report weekly on ticket volume, callback rate and time to first response

The KPI that matters here

Time to first response on customer tickets and callback rate per 100 completed jobs, both by tech and job type. The weekly review shows where the repeat visits come from.

What rules does customer support follow for home services?

  1. TCPA for follow-up calls and texts. Estimate follow-ups, tune-up reminders and review requests go only to customers who gave consent on your booking form or service agreement, inside 8am to 9pm local time, after do-not-call scrubbing, under the Telephone Consumer Protection Act enforced by the FCC. Purchased homeowner lists are never dialed.
  2. License numbers on ads and estimates. Many states require your contractor license number on advertising, estimates and social posts; California's CSLB and Florida's DBPR are two examples. Your assistant keeps the number on every template and never describes work your license does not cover.
  3. Review requests under the FTC rule. Review requests go to every customer after a completed job, not only the happy ones, and nobody is paid or given a discount for a review, following the FTC's Consumer Reviews and Testimonials Rule and Google's review policies. Replies never reveal a customer's address or account details.
  4. Card payments and PCI DSS. Deposits and payments are taken only through your ServiceTitan, Jobber or Housecall Pro payment link or portal. The assistant never writes down a card number or stores one in a note, in line with PCI DSS.

Home services software we work in

Also in use

  • FieldEdge
  • Google Business Profile

See all 80 tools we work in

More for trades and home services companies

Other services for home services

Customer support in other industries

Frequently asked questions

Can the support desk troubleshoot equipment with a customer?

To the limit you set, usually the basics: checking the thermostat mode and batteries, the breaker, the filter, the app pairing steps from the manufacturer's guide, or whether the water shutoff is open. The agent never advises a customer to open a panel, touch wiring or work on gas. If the basic steps do not resolve it, a callback is booked and the notes go to the tech so the visit starts with the history known.

How are warranty callbacks handled?

Your warranty terms live in the agent's playbook: labor warranty length by job type, parts warranty by manufacturer and what voids either. When a customer reports a failed repair inside the window, the agent books the callback as warranty, flags the original tech's manager and attaches the first invoice. Outside the window, the visit is booked as billable with the diagnostic fee explained. Disputed cases go to you with the timeline already written.

Which channels does the support desk cover?

Phone during your hours, SMS on your business number, email to your support address, and the customer portal messages in ServiceTitan, Jobber or Housecall Pro. Every conversation is logged against the customer and job record so a tech, the office and the desk see the same history. If you already run a receptionist desk with us, the two share one ticket log and one team lead.

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