allows you to solve a variety of problems in various areas and areas of business. Let's look at a few examples of how companies organize communication with customers using VATS tools.
Case 1. Trading company with a wholesale department and an online store
Problem:
organize the processing of calls coming from customers from all over Russia, with the possibility of a free call and ordering a callback through an automatic form on the website for the client of the online store.
The site has two general multi-channel city numbers with two different greetings and number 8800 for customers from the regions.
Calls to 8800 and landline numbers go to the sales department of five people. In the wholesale department, the algorithm for receiving calls βAll at onceβ is set up, employees have desk phones set up and they call at the same time, since it is important for the company that any call is processed as quickly as possible.
Calls to the online store are handled by a separate employee. If the company still misses the call, the sales department receives a notification about the missed call by e-mail or Telegram messenger, and they call back.
A callback widget linked to VATS is installed on the company's website, customers order a callback, and managers call them back.
Case 2. Several different businesses and branch structure
Problem:
organize telephony with settings for a branch business structure with the ability to remotely control calls. Connecting a menu with short numbers for different branches, business lines and organizing call control with call recording through the Mobile application.
The entrepreneur has two different businesses: a household appliance repair shop and two plumbing stores. Two city numbers with different greetings are connected: one for the workshop and one for shops.
When calling the number of stores, the client is offered to choose which store to connect to: βTo connect to the store on Slavy Avenue, 12, press 1, to connect to the store on st. Lenina, 28 press 2.
Although the repair and trade businesses are not connected in any way, it is convenient for an entrepreneur to control them at one point, monitor the work of telephony of both companies through the Virtual PBX mobile application to view call statistics and listen to conversation records.
The business owner, through the MegaFon Virtual PBX Mobile Application, controls call statistics for employees and departments, and, if necessary, listens to the recording of conversations.
Case 3. Three small online stores, one employee answers calls
Problem:
organize the handling of calls from three stores, in a situation where one Administrator will answer all calls. At the same time, the Administrator, when receiving a call, must understand exactly where the client is calling.
Three small shops: one sells healthy food products, the second - yoga products, the third - exotic teas. Each store has its own number with its own greeting, but all calls go to one manager's IP desk phone.
On the screen of the IP phone, the manager sees which store the customer is calling. This allows you to prepare for a conversation before picking up the handset.
If necessary, the manager can leave the workplace, in which case the calls will be redirected to his mobile phone.
Case 4. Processing applications from the population by the city administration
Problem:
organize telephony in the administration of a small town on the reception and processing of applications from the population for services. Automate the registration of applications through integration with the systems of registration of applications of the city administration and optimize the call time of operators.
The city administration accepts applications from the population for the maintenance of communications in houses and apartments. When calling a common multi-channel number, a voice robotic assistant answers, through which you can automatically create an application or check the status of a previously created application by answering a few questions, as well as checking the address. If the voice assistant cannot resolve the issue, it automatically redirects the call to the contact center operator group.
Case 5. Medicine. Organization of telephony in a polyclinic with tools for monitoring the quality of the work of operators
Problem:
organize telephony in the clinic, which will allow you to set up effective processes for assessing the quality of work of employees on phones.
It is important for a polyclinic to maintain a high level of service, as prescribed by the methodological recommendations for organizing telephony in accordance with the Order of the Ministry of Health of Russia No. 421 dated June 28, 2013.
High marks for employees help to additionally motivate the staff, thereby maintaining and improving the level of service.
The polyclinic connected MegaFon's VATS with a city number and installed an IP telephone at each workplace. When calling a shared multichannel number, the customer hears a voice greeting and the call goes to the operator group. If employees do not answer the call, the call is transferred to the shifts on duty. Polyclinic administrators monitor call statistics and listen to employee conversations through their Personal Account in order to assess the quality of service and monitor KPI performance in terms of the number of processed, missed calls, errors made and customer service in general.
Case 6. A small beauty salon. One secretary takes all calls and records all clients in CRM YCLIENTS
Problem:
automate the processing of calls, orders and customer data through the integration of telephony with a CRM system in a beauty salon.
The company connected MegaFon's VATS with a landline number. The number has a greeting: "Hello, you have called the image laboratory." After that, the call goes to the secretary on the phone.
Since integration with YCLIENTS is configured, each time a call is made, a client card with a name and other data pops up on the secretary's computer screen. Before picking up the phone, the secretary knows who is calling, and can also understand with what question. And if the client calls for the first time, a client and order card is automatically created in CRM YCLIENTS.
The peculiarity of calls to a beauty salon is that sometimes there is not a single call in an hour, and sometimes several at once at the same time. In the VATS settings, the secretary is set up as the only employee in the department, so if the secretary is talking, customers βstandβ in line waiting for the managerβs response and listen to music. If the secretary does not answer for a long time, at the 20th second the client is asked to press 1 and request a call back. As soon as the secretary ends the call, he automatically receives a call. βNow you will be connected to the subscriber,β he hears in the receiver, after which the Virtual PBX calls the client.
If the client calls after hours, the call is sent to an answering machine, which asks the client to go to the site and sign up for the service at a convenient time through the form on the site.
Case 7. Car service with a shop and a car wash
Problem:
organize telephony with a single number for different business units and with different working hours.
The company has many activities: car repair, maintenance, auto parts store, car wash. Connected Virtual PBX with city number. Having called the number, the client hears a greeting, after which he enters the IVR voice menu, where he is prompted to choose what issue he is calling for: βTo connect with a car service, press 1, with a car wash - 2, to connect with an operator, stay on the lineβ . Calls go to the mobile phones of the respective departments. Only the car wash is open XNUMX hours a day, so after hours calls are immediately directed there.
If for some reason one of the departments does not pick up the phone, a minute later the call goes directly to the mobile phone of the car service owner. It is important for the company not to lose a single client!
Case 8. Real estate agency
Problem:
organize telephony for a company that has employees with traveling work - courier services, online stores, delivery services, real estate agencies.
The company has an advertising number 8800, calls to which are handled by a secretary. The work uses amoCRM. Realtors are almost never in the office, they go around the objects, each one is assigned a certain area of ββthe city. All of them use corporate SIM-cards, their mobile numbers are indicated in advertising.
If the employee is driving and cannot answer the call, the call is forwarded to the secretary in the office. If a regular client calls the office, his call is automatically redirected to the manager assigned to him.
The secretary can transfer the client's call to the realtor using a short number.
All calls, incoming and outgoing, are recorded. The manager regularly listens to the calls of managers, controls the quality of their work, gives advice on individual
conversations. Successful demonstration calls are downloaded and stored for training beginners.
Case 9. Advertising agency on the ground floor
Problem:
organize telephone communication on the ground floor or in other conditions in which, as a rule, it is not possible to use mobile communications.
Advertising agency managers make a lot of outgoing calls. Mobile phones on the basement floor are almost non-responsive, but managers work at the computer and make calls directly from the browser via amoCRM. In addition, the office has a portable SIP-DECT phone connected to the Virtual PBX via the Internet, which also allows you to make calls.
Case 10. Using SMS
We will separately describe several cases of using SMS business cards and SMS apologies.
Problem:
organize automatic sending of SMS-messages with contacts of managers or other information.
A tire and wheel company sends an SMS apology for a missed call with a code word for a discount. The goal is to avoid a situation in which a potential client does not get through to the company and tries to place an order with a competitor store.
The beauty salon sends contacts to the administrator, who can be contacted in case of any problems.
The car service sends its coordinates via SMS so that the client can immediately build a route.
Let's move on to the conclusions
In the article, we described the main niche cases that reveal the possibilities of telephony, provided that a Virtual PBX is connected. According to statistics, 30% of missed calls without the use of monitoring tools remain unattended. When connecting a Virtual PBX, employees and customers receive a convenient service to use, and business - an increase in the base of loyal customers.
More information on how MegaFon's Virtual PBX works can be found at .
Source: habr.com