About Us

The Human Touch Group specialises in providing comprehensive customer service and reservation management for businesses across Australia. Our goal is to alleviate the burden of handling phone and email inquiries, allowing business owners and staff to focus on delivering exceptional in-person service.

How Our Service Works

Initial Setup and Integration

Consultation and Onboarding: We begin with an in-depth consultation to understand your business, its operations, and specific needs. This allows us to tailor our services to fit seamlessly into your existing processes.

 
Phone and Email Integration: We set up call forwarding and email routing to ensure that all customer inquiries are directed to our team. This can involve configuring your existing phone system to forward calls to our dedicated lines and setting up email forwarding to our secure email accounts.

System Compatibility: Our service is compatible with a wide range of existing reservation and customer management systems. We work with you to ensure smooth integration, whether you use a popular platform or a custom solution.
Handling Phone Calls

Call Forwarding: Calls made to your business number are forwarded to our team. This can be configured to occur during specific hours, such as after-hours or peak times, or it can be set to forward all calls.

Professional Answering: Our trained staff answers calls with a personalised greeting that reflects your business. We handle inquiries, take reservations, and provide information as needed.

Call Management: We log all calls and actions taken, ensuring that you have a record of all customer interactions. Important messages or issues that require your attention are promptly communicated to you.

Managing Email Inquiries

Email Forwarding: Customer emails sent to your business address are automatically forwarded to our team. We monitor these emails in real-time and respond promptly.

Personalised Responses: Our staff crafts personalised email responses based on your guidelines and policies. We handle inquiries about reservations, general questions, and any other customer service needs.

Follow-Up and Resolution: For more complex issues, we follow up with customers to ensure their concerns are addressed. We keep you informed of any significant matters that require your input.

Reservation Management

Booking Systems: We use your existing reservation system to book tables, rooms, or appointments. Our team is trained on various platforms, ensuring seamless operation.

Confirmations and Reminders: We send out confirmation emails and reminders to your customers, reducing no-shows and ensuring smooth operations.

Updates and Modifications: If customers need to change or cancel their reservations, we handle these requests efficiently and update your system accordingly.

Customer Support

General Inquiries: Beyond reservations, we handle a wide range of customer inquiries, including questions about services, special requests, and complaints.

Problem Resolution: We aim to resolve issues at the first point of contact. For matters that require escalation, we ensure they are communicated to you with all necessary details.

Feedback Collection: We gather customer feedback and provide you with reports that can help you improve your service offerings and address any recurring issues.

Benefits of Our Service

Improved Efficiency: By handling routine inquiries and reservations, we free up your staff to focus on providing exceptional in-person service.

Reduced Stress: Business owners and staff can concentrate on core activities without the constant interruption of phone calls and emails.

Enhanced Customer Experience: Professional and prompt responses to inquiries and reservations enhance customer satisfaction and loyalty.

Local Expertise: Operating locally, we understand the unique aspects of your business and its environment, providing tailored support.

Scalability: As your business grows, our services can scale to meet increased demand, ensuring consistent and reliable support.
Security and Confidentiality

Data Security: We use secure systems to handle all customer information, ensuring that your data is protected.
Confidentiality: All interactions and data are kept confidential. We sign non-disclosure agreements (NDAs) with our clients to guarantee the privacy of their information.

Pricing and Packages

We offer flexible pricing plans to suit different business needs. Click here for our plans.

By choosing The Human Touch Group, you ensure that your business can provide exceptional customer service and efficient reservation management without the added stress of handling these tasks internally. Let us help you focus on what you do best—providing amazing in-person service to your customers.