All You Need Is Plov: a story about the proper organization of business
Tips / / December 19, 2019
All have long invented. No such services would not be provided by someone else. How in these conditions to successfully develop the business and to compete for a place under the sun? The most far-sighted option - improving the quality of service. It also confirms the trend of consumer behavior. People are more demanding, all capricious, but are willing to pay more and stay with those who indulge their desires.
It works in any business, which means the communication with customers. Let's see what is facing the man who, for example, decided to order food?
A common scenario
Demanding and hungry customer calls to a pizzeria that operates "like everybody else", that is, does not care about the quality of service.
- *dialing a number*
- * busy *
- *dialing a number*
- * busy *
- Ready to buy elsewhere.
At the same time, more lucky, but just as a spoiled man phoned and wants to order. In the worst case, it corresponds to promiscuous rough voice, quickly accepts the order and something exactly in it is confusing. Further, as it will. At best, the answers delivered monotonous voice, like a robot. I hear the same voice as the Internet provider or mobile operator is once again trying to sell me a new service or something like that, and then the voice again. You face yourself with such things, right? Do you have often have a desire to order food in a similar institution again?
unusual scenario
Now, an alternative approach to the client. This story is based on real events. She told us in Moscow online-Oriental cuisine restaurant "pilaf №1».
Plov - a tasty and healthy food. Editorial Layfhakera would gladly have ordered at lunch pilaf, that's just in our city simply does not have such specialized institutions, but it is not about us.
So, again, cranky customer wants to order a tasty pilaf.
- *dialing a number*
- Hello, Alex! You pilaf in the office or at home?
What? How did they know the name? How do know what I want and where to deliver? The answer is simple. The fact that Alex is calling not for the first time, and on the other side of the wire, in the "pilau №1», should not a simple phone.
There is connected Internet telephony and works smart PBX "Telphin. Office». ATS can be easily integrated with CRM-system, which contains information about each customer. Operator, if you give him a simple guide can tactfully and courteously to receive from the client the minimum data for the subsequent warm welcome (in fact, only a name is necessary). Statistics of orders entered in the CRM, and already from it is easy to understand the client's favorite dish. PBX detects a phone number, and this information is automatically linked to customer profiles in CRM.
It would seem, "Pilaf №1» using only two fairly standard instrument, but in close collaboration CRM and telephony provide an absolutely stunning effect. Just imagine the emotions of a person, when he was warmly greeted by name, guess the order and place of delivery, and then brought within the specified period tasty food. Naturally, he would call again. Only the highest service will enable businesses to survive in a competitive environment.
And why PBX is from "Telphin"?
The logical question, because many telecom providers, and as a PBX, you can use any, right? Actually, not quite. To "pilaf №1» was just a close integration telephony with CRM. Without integration nothing would work, and the necessary telephony capabilities of collaboration and interaction with customers provides only "Telphin».
Can I do a regular phone?
It is possible, but not always. As mentioned above, the client is now capricious, and wait he does not agree. Multichannel PBX allows to use several operators and to distribute calls between them. Thus, the waiting time is reduced to a few seconds, people are fed and satisfied, and therefore recommend you to friends and acquaintances. Since built up a loyal customer base of regular and did not care competitors steadily withdraw from the market.
Another exchange of "Telphin" records all the phone calls. At the beginning of this article I cited the example of the "indiscriminate gruff voice, which quickly takes the order and something in it is confusing." Using phone records these operators are easily detected and dismissed, and the level of service is growing. It is important.
about development
The plans "pilaf №1» including the creation of a "Greater Plovnoy Empire." Network industries with delivery in all Russian cities. Normal desire, because without growth business languishes.
In the expansion and decentralization of the role of communication is only growing. Now it is not two or three operators, and a call center, which handles a large number of orders across the country.
Expand the geography of its presence by simply plugging virtual numbers necessary cities. They are not tied to the exact address of the company. It's easy to receive calls that come in the room, such as Kazan and Novosibirsk, while at this point in Moscow.
In November Telphin offers is free connect Krasnodar numbers, Nizhny Novgorod and Yekaterinburg PBX "Telphin. Office". Thus, by taking part in the action "Bird-three Russian cities"You can not only quickly expand their network, but also to save.
Internet telephony is no problem for communication with the expansion and decentralization. Virtual PBX has no boundaries. She do not care where the operators and how many of them. In fact, this unified communication environment that expands without additional financial investments and works in any area of business.