The Challenge, stopping the phone ringing!
A retailer of discount furniture operating out of large showrooms/warehouses desperately wanted to improve customer service. It achieved this by working with Paperclip to stop its phones ringing!
Incoming calls to the showrooms were initially diverted to two managers’ mobile phones. If neither had picked up the call within 15 seconds, the call transferred to the mobile phones of all working in the showrooms. The customer experience (and working environment) was one of a ceaseless cacophony of mobile phone ringtones!
The Solution
Phase 1 – Divert calls to stop mobile phones ringing
The furniture company was referred to Paperclip. After discussing the challenge facing the stores – they were missing almost 100 calls per day – it was decided to divert all calls to Paperclip after ten seconds (a delayed divert). This greatly reduced the noise and the stress experienced by staff and customers alike.
With the divert in place, the number of missed calls (i.e. those now captured by Paperclip) was closer to fifty than one hundred. This was because people had previously been trying on multiple occasions to get through without success.
Phase 2 – FAQs and delivery schedules
With the divert in place, Paperclip monitored the nature of the calls and identified that, with the creation of an FAQ sheet by the client, 50% could be answered directly by the Paperclip team. This was further extended to 75% when the client emailed through its next-day delivery schedule to Paperclip every afternoon enabling the Paperclip team to call customers and advise them of the time window within which their furniture would be delivered. The client has now progressed to an online diary and Paperclip is able to access delivery schedules automatically.
Phase 3 – E-commerce
The stores will shortly be adding an e-commerce shopping portal to their website. Should customers have any questions or be struggling with the online system they will be encouraged to call. Paperclip will answer the call and talk them through the ordering process.
Discussions are ongoing as to whether Paperclip should answer all calls (a full divert). A benefit of this approach is that if Paperclip puts a call through to the showrooms the staff will know it is a sales opportunity.
Furthermore, the showrooms will be an oasis of calm and shopping experience to savour!
phone ringing can be good or bad, depending on your business
1 – Phones ringing in a retail environment cause stress for customers and employees alike, and impact on sales.
2 – Paperclip’s relationship with the client developed over time. By monitoring and analysing call types Paperclip was able to help the customer improve its business processes.
3 – By prioritising calls, Paperclip allows the customer to focus on what adds value to their business: sales.
Paperclip – the solution to your phone ringing constantly.
Every conversation with a prospective Paperclip client revolves around the business challenges they are trying to resolve. The challenge could involve capturing sales, improving customer service, reducing costs or a myriad of other hurdles.
If you have a business challenge, we’d love to hear from you. Just call us on 01246 418181. We’re ready to capture your call!
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Hi, I’m Anne Batty, Managing Director of Paperclip. I am passionate about customer service. I believe enduring relationships are built on being open, transparent and trustworthy.
I love questions. So, if you have a question relating to telephone answering – pricing, technical, scope and more – I would love to hear from you at anne@paperclip.co.uk or 01246 418181.
Paperclip’s clients enjoy working with us. I know you will too.