Improving the customer call experience

Feb. 22, 2012 | by Shawn Chute

For pizzerias, particularly those without dine-in facilities, your phone system is more than a business tool, it's the lifeblood of your business and the primary source of contact with your customers. It is therefore critical that the customer's call experience be maximized at every point – from the moment they've dialed your number, to the point at which their pizza arrives.

Having the right communication skills will always be vital, but with the phone and communications solutions now on the market, technology can and should play a big part. With that in mind, here are some of the features that you should consider deploying:

A professional auto-attendant and call queue system will ensure callers are engaged in a timely manner even during peak times. Nothing encourages customers to dial another number more than a line that rings busy or isn't answered.

HD sound quality, because pizzarias can be noisy places! A phone system that includes noise reduction and optimization features will help your staff and your customers to hear each other properly, which reduces miscommunication, incorrect orders and frustration.

On-hold messaging is a great marketing feature which, if advanced enough, allows you to use high-quality, up-to-the-minute messages that help boost your sales and also help to make your customers never feel that they've missed out on a deal.

Call recording is ideal for building excellence into your team; a perfect training tool that helps your staff to improve their customer service skills. It also enables you to follow up on any customer complaints.

Customer call back is an automatic feature that calls or texts customers as soon as their pizza has arrived, which reduces customer anxiety, speeds up deliver times and can even increase customer tips to delivery drivers.

Topics: Customer Service / Experience , Equipment & Supplies , Operations Management , Telecommunications

Shawn Chute / Shawn Chute is a 14 year veteran of the tech industry and the COO of Sutus, a leading integrated communications company specializing in the pizza industry. Sutus customers include large brand names such as Dominos and small independent pizzerias.

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