We were approach by a well-known pause after beauty and cosmetology center from a large regional center, which has long tablish itself in the local servic market.
Shortly before the start of cooperation with us, the center began to gradually decrease the number of repeat requts from new clients and began to observe an outflow of time-tt audience – the monthly ruction in requts was 10% and 6%, rpectively.
The composition of the salon’s masters
did not change, there was no increase b2b email list pause after in the number of complaints about the quality of procur. The only significant change was the repeat change of administrators after the specialist who had held this position for a long time went on maternity leave.
New employe forgot to call clients on time dpite reminders set in the CRM system, and also became nervous and confus when they had to answer phone calls and simultaneously communicate with clients in person.
The queu 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 appoint time.
Finding a solution
Instead of a protract search for the ideal cyber ​​risk: what it is and how to protect your business administrator, which never brought the dir rult, it was decid to automate telephone communication on typical qutions using a voice robot.
The voice robot was configur as follows:
All incoming calls went to a voice menu with sections creat bas on the most popular requts – booking a procure, rchuling or canceling an appointment, individual offers for the client’s loyalty card, current discounts and promotions, contacting the administrator
We have enabl the Speech Synthis and Recognition function and settings and configur integration with CRM to ruce the administrator’s involvement in matters of managing appointments for procur
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 immiately cancel or rchule their visit
After the visit, the robot call the client with an offer to sign him up for the next procure with a special discount.
If the client chose to contact the email leads databaseadministrator in the voice menu, then while waiting for a rponse, he listen to information about current promotions with the ability to immiately schule a visit
Rults
With the help of the Voice Robot, MCN Telecom manag to increase the share of self-registration for procur to 90% in 6 months. In addition, the robot completely took over voice reminders about procur, which in total significantly ruc the amount of time per day spent by the administrator on telephone conversations – by almost 50 minut!
the signal about an incoming call, while the client listen to the msage 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 rucing the time spent on typical calls and focusing on the customer experience during visits, it was possible to bring back some of the regular guts.
In addition, timely informing clients about bonus offers under the loyalty program only in the first three months of automatic calling l to an increase in the share of repeat calls by 18% compar to the average for the previous six months.
