Enterprise DNA

Client service · Live demo

Tax time front desk

Handles the rush of calls and website questions at tax time: deadlines, what to bring, appointments and new-client enquiries from business owners.

VoiceWeb chat BookingLead captureHuman handoffSummariesYour knowledge
Live demo

Talk to Grace at Larchmere Accountants

Larchmere Accountants is made up. Grace is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.

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The problem

From July to October the phones never stop, and most calls ask the same handful of questions. The front desk is swamped, and new-client enquiries from business owners wait days for a reply.

How it works

  1. Answers the phone and the website chat from the firm's own FAQs and fee guide
  2. Explains what documents to bring and how to upload them
  3. Books appointments with the right partner or team
  4. Captures new-client enquiries with the details a partner needs to quote
  5. Hands calls to a person when a client asks for their accountant by name

What it connects to

  • Practice management system
  • Calendar
  • CRM
  • Email
Sample conversation
  1. CallerHi, our family trust bought an investment property this year. Does that change anything at tax time?
  2. AgentIt does. The trust's return will need to include the rental income and expenses, and the team can look after that for you. Are you an existing client?
  3. CallerNo, a friend recommended you. Our old accountant has retired.
  4. AgentWelcome. I'll take a few details so a partner can give you a fixed quote. Can I start with your first name?
  5. CallerIt's Tom.
  6. AgentThanks Tom. I'll send you our investment property checklist so you know what to gather, and Deepak Menon, the partner who looks after family groups, will send a fixed quote within two working days.

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

  • Booking. Books, moves and cancels appointments straight into your calendar or booking system.
  • Lead capture. Asks your qualifying questions and writes a clean record into your CRM.
  • Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
  • Summaries. Every conversation ends with a written summary, a transcript and the next step.
  • Your knowledge. Answers from your documents, website and videos, and stays current when they change.

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