Work the System – Call Deflection Strategies - Reachify

Well, you’re ready to take the next step in your business – automated phone systems. Roughly 85% of people whose calls you miss don’t call you back, and their patronage is gone forever. You obviously don’t want to miss any calls, so you’re going to make sure each customer you can’t get to still receives personalized care and that their questions are answered. How do you go about it? You use call deflection.

What is Call Deflection?

Call deflection technology diverts customers to online actions based on specific criteria and triggers that you set. It takes the pressure off you and your staff so you can better manage in-person interactions. There are several ways this amazing technology can be used to make your life easier and save customers, too.

How do I use it?

Here are just a few of the most common methods to take advantage of this fantastic technology:

  • Establish a branded self-serve call menu
  • Send text messages based on what options a caller selects
    • Send callers a link to online ordering
    • Send hours and directions
    • Send promotions
  • Send a text message on a missed call

The main thing to remember is that there is a lot of freedom in how and when you deflect calls, so almost any way you want to use it is sure to help!

Automated, Self-Serve Menus

When you can’t make it to the phone, you can trigger an automated system to grab the call. Allow customers to choose an option from a menu to help them get the service they need, whatever that may be. For example, your menu may include the following: “Press 1 to receive a text message with information on online ordering. Press 2 to receive a link to our menu by text. Press 3 to have driving directions sent to your phone. Press 4 to hear our hours.”

Automatic Text Message Response

When a customer selects an option, a corresponding action is taken to meet their needs. They can be sent a link to the online menu for ordering, or have a voicemail trigger an automated text conversation to begin. They can even be sent to a sub-menu, where you can share the day’s special, special menu options, etc.

Online ordering, hours, and directions are the most common uses of this feature. However, you can also send promotions via text message. Make not speaking to an actual human being still sound appealing to customers by sending them a 15% coupon by text message for ordering online. This also promotes loyalty… who doesn’t love a good deal? Everyone does, including your customers. Show them you value their patronage!

Save Time

Every call you take is minutes spent not serving customers, making food, or keeping your restaurant running. Even if each call lasts less than 5 minutes, it adds up to hours and hours each week that you could have spent improving your business in other ways. Why waste the time? Set up an automatic system, deflect the calls you can’t answer easily on your own, free up your staff, and then forget about it – the beauty of an automatic system is that it handles itself.

 

Sounds great, right? It’s easy to integrate and text-enable your existing phone number. Let us show you how.