How to automate communication with clients: one medium and 3 cases
How to automate communication with clients: one medium and 3 cases. We are talking about a new service that allows beauty salons, online stores, and other businesses to automate business processes.
This year, the introduction of quarantine measures pushed businesses to move online. Someone had to speed up the process, while others were forced to start everything from scratch. In a hurry, entrepreneurs did not pay enough attention to organizing business processes. Someone urgently made an online store but did not provide for informing their customer base. For some, a prerequisite for survival was their delivery organization, but who communicated with customers and how.
After the quarantine restrictions were lifted. The business had the opportunity to sort out this chaos and put it in order. We show specific examples of how this can be done in different areas of business using the new VoiceBox service. The constructor of scenarios for communication with clients.
1. Delivery for an online store
With Voice Box, you can quickly tidy up and automate much of the delivery process. In the service interface, you build a conversation model with a client on a constructor’s principle. And a robot implements this model. Also, the service can be integrated with a C.R.M system. For example, when an order comes from a website. The C.R.M system can automatically pass the customer’s name and number to. The VoiceBox to confirm the order and delivery time. If everything is in order with the order, the information goes back to the C.R.M system. If the order needs to be changed, the call is switched to the operator. This is how the model of such a conversation looks like:
The service can also process incoming calls by keywords, provide customers with the necessary information, and. If necessary, switch them to an operator or courier.
Also, VoiceBox provides an easy way to deal with abandoned carts. When the buyer does not complete the purchase, the service receives a task within the time. Chosen by you to remind him of the abandoned cart and offer a link to the payment page. If he/she agrees, he/she will be sent a message. All data about calls sent SMS and customer responses are saved in a report. That is stored in the service interface or can be sent to mail or CRM. Pilot projects showed a purchase conversion rate of 15%.
With each interaction, the service draws. The client’s path through the script, so that weaknesses in the script can be quickly corrected. The results of all conversations with clients sent SMS are aggregated in a table. And are available for analysis in the service interface or the CRM system.
2. Recording clients for a beauty salon
Hairdressers, beauty salons, and other service businesses were hit hard by the quarantine. However, after the lifting of restrictive measures and a return to their old life, they first faced the deferred demand. The winners were those who managed to cope with customers’ flow and get the most out of it.
Scaling such work in manual mode is difficult, but you can quickly configure it in the VoiceBox interface. To do this, you load the customer base into the interface. And the service calls them, offering to sign up for the service. If the customer agrees, the robot connects him with the operator to arrange a time. Shortly before the appointment, the service will call the client back to confirm the appointment:
If the client is not ready to sign up right away. He/She can be offered a promotional code with a discount for the next visit. From the same interface. You can attract customers who have not come to you for a long time with discounts and bonuses.
A competent, integrated approach to scripting can provide the salon with a complete recording and compensate for quarantine losses.
3. Recruitment after the crisis
In the spring and summer, many companies were forced to part with some of their employees. However, by the fall, demand had mostly recovered. The staff began to recover, which significantly increased the HR department’s workload. This load can be reduced by automating the process. With the VoiceBox service’s help. You can conduct an initial survey of an extensive database of applicants. Assign candidates the time and place of interviews, and provide feedback.
To do this, the manager needs to download the applicants’ database and create questions for the survey. The customer receives the results of calls and questionnaires by mail or downloads them in the service’s account. After the initial selection, VoiceBox can appoint suitable candidates for a meeting. The service sends an SMS, and after a while, calls the candidate to confirm receipt of the invitation. On the eve of the interview, the service reminds the applicant about him and clarifies his plans. After the meeting, he calls and informs if he has passed to the next stage. The pilot showed a hiring conversion rate of 28% of those interviewed. Here is a schematic representation of the steps involved: