Instead of hiring another staffer to work off peak and weekends, that a simple scheme is setup so that authorized dealers and managers can assist other customers whilst out of office hours.
Customers can already refer a dealer in order for that dealer to have some options to monitor and take action on their lines on their behalf, but maybe a simpler method to allow persons vetted by A&A to carry out basic assistance to some customers that may not be so savvy in clueless. Obviously all persons who donate such time would be expected to do so voluntarily promoting a helpful and healthy community.