Avoid the flood of incoming calls after covid-19

What to do with customers wanting to reschedule after an off-peak period?

How to handle a large number of incoming calls? Have you ever thought about the flood customers your company will have to deal with after the lockdown period? The traffic ban will be lifted overnight, so customers will try to make up for lost time as quickly as possible.

Prepare the post crisis

A very large number of different sectors will be affected by « post-covid 19 ». Whether you are in the automotive, medical, cosmetic or other sectors requiring appointments, the flow of customers during post-confinment will be massive. Like other RingRing customers, be prepared to manage the flow of incoming calls.

In the case of one of our clients in the automotive sector, we realised that requests for appointments were pouring in. This type of requests is frequent and will have to be dealt with post-confinement. This will be the case in many professions. Psychologists, dentits, hairdressers, estheticians, household helpers … will have to make up for all this time off. To help all these sectors, we have set up a communication platform where the client is guided in 2 steps when planning an appointment.

« I’d like to make an appointment for my maintenance »

Prevention

Customers receive an SMS or automatically recorded message (voice) stating that they will be contacted shortly to schedule an appointment. This avoids customers contacting the company themselves. It’s a much more proactive way to manage your customers. First of all, it prevents customers from calling your central themselves. Secondly, it avoids not being able to respond quickly to customer requests.

« Dear client, we will contact you shortly to schedule an appointment for your maintenance. Your Concessionnaire »

Planning

The second step is planning. An automatic phone call is made to your customers asking if they wish to schedule an appointment. If the answer is positive, this call can be forwarded to a customer service employee. Then, the employee takes care of scheduling the appointment.

« Dear customer, this is an automatic message from your dealer, we will contact you to schedule an appointment for your maintenance.
Press 1 to be connected to an employee
Press 2 to opt out »

Remind

Once the appointment is taken, an SMS confirming the appointment will be sent back to avoid absences during this busy period. Finally, an appointment reminder can be sent. As your customers will certainly take many different appointments after the confinement, it is essential to remind of this appointment. This message will be very appreciated by both parties.

Want to avoid the huge flow of incomings calls? Leave us a message!

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