Challenge: Enriching the Customer Experience with a Streamlined Call Route
For a successful restaurant chain, a delicious dish is only part of the equation. Providing an excellent customer experience is the icing on the cake that keeps the customers returning time and time again. One of the largest controllable factors that affect a customer’s experience are interruptions from phone orders. When the line is out the door, the last thing that a hungry restaurant-goer wants to see is the cashier stopping to take a lengthy catering order.
Deryl at Dave’s Hot Chicken noticed that the amount of time that his employees spent on the phone answering common questions such as their hours and store location was not only keeping them from their normal duties, but compromising their ability to provide consistent customer service. Not only that, but managers were pulled off the floor to deal with catering orders, where customers require answers and assurance to close the sale. Deryl knew he needed to free up team members to allow them to focus on enriching the customer experience, and reached out to BlueCloudUSA to better understand the available options for call route setup to help him reach his goal.
BlueCloudUSA talked with Deryl and proposed options that would be useful for his business size and operation method. Auto attendants with re-assignable greetings, ring patterns of different phones and levels, and assignable call tags were some of the potential options. According to Deryl’s needs and request, BlueCloudUSA built a custom call flow for Dave’s Hot Chicken that would help reduce the amount of time employees spent answering customer inquiries:
Incoming calls first enter the auto attendant where answers to commonly asked questions are posted in the recording. The recording can be updated easily to account for changing hours or other order related updates. A majority of the callers find answers to their questions in the greeting. However, if a caller still needs to speak to a team member, they can choose between multiple options to get them to the right person. To go orders can be quickly managed at the restaurant by pressing one option, while catering orders are instead routed to a catering representative in a different location by pressing another option.
According to Deryl, the new BlueCloudUSA setup allows his team to “focus on the guests that are in the restaurant”, and it “frees up the manager, because instead of having to tend to that call we’re able to manage the restaurant, and help the team members as well as the guests.” With the new system in place, everyone wins! Team members are pulled away less for calls, guests receive faster and uninterrupted service, callers spend less time on hold for quick questions, and managers can stay on the floor where their direction and help is most needed.
Business is booming at Dave’s Hot Chicken, and Deryl has expanded to his third location since joining BlueCloudUSA. Adding telephone lines and a new call route at the newest location was a breeze, as Deryl requested the call flow to be set up the same. Using our call tag feature, Deryl is able to know which location a customer is calling for to place a catering order, before he even answers the phone!
No matter what size your business is or how many locations you have, BluecloudUSA can help you design the perfect call flow for your needs. Reach out to us to see how your business can benefit from switching to BluecloudUSA today!