The queues at the reception grew, as did dissatisfaction with the work of the administrators. The masters stood idle waiting for clients who did not arrive at the appointed time. search for the ideal administrator, which never brought the desired result, it was decided to automate telephone communication on typical questions using a voice robot. The voice robot was configured as follows: All incoming calls went to a voice menu with sections created based on the most popular requests - booking a procedure, rescheduling or canceling an appointment, individual offers for the client's loyalty card, current discounts and promotions, contacting the administrator We have enabled the Speech Synthesis and Recognition function and settings and configured integration with CRM to reduce the administrator's involvement in matters of managing appointments for procedures We have set up automatic calls to clients with a reminder about an upcoming visit to the salon in such a way that at the end of the first reminder the day before the visit, the client can immediately cancel or reschedule their visit After the visit, the robot called the client with an offer to sign him up for the next procedure with a special discount.
If the client chose to contact the administrator uk whatsapp number data 5 million in the voice menu, then while waiting for a response, he listened to information about current promotions with the ability to immediately schedule a visit Results With the help of the Voice Robot, MCN Telecom managed to increase the share of self-registration for procedures to 90% in 6 months. In addition, the robot completely took over voice reminders about procedures, which in total significantly reduced the amount of time per day spent by the administrator on telephone conversations - by almost 50 minutes! Since there was a short pause after the signal about an incoming call, when the client listened to the message about promotions, the administrator began to manage the conversation with the salon visitors more efficiently, without interrupting in the middle of a phrase to answer the call.
According to the director and owner of the beauty center, by reducing the time spent on typical calls and focusing on the customer experience during visits, it was possible to bring back some of the regular guests. In addition, timely informing clients about bonus offers under the loyalty program only in the first three months of automatic calling led to an increase in the share of repeat calls by 18% compared to the average for the previous six months.How to pay only for calls that generate profit? Each employee pays for personal calls out of his own pocket - this is what happens most often. However, when there is a large flow of outgoing calls from corporate numbers, some employees may start using the company's resource for personal purposes.
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