Now I am the owner of an online store (Part 3, the last)

Virtual PBX RingCloud continues to talk about solving headaches for online store owners. In the second part, we talked about voice greetings, the distribution of calls in a group, and also dismantled the simplest way to handle an incoming call.

Today we want to talk about how to track calls during off-hours, as well as analyze the effectiveness of employees.
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Now I am the owner of an online store (Part 1)
Now I am the owner of an online store (Part 2)

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So, we set up the logic for processing incoming calls during working hours. But what to do with calls after hours? One lost call during off-hours is one lost customer.

Calls that arrive during off-hours are so important for us, but unfortunately, our sales department is no longer working. The potential client often doesn’t care if the sales department is working or not, he will most likely find our competitor from whom he will buy the goods.

There are several ways to work with clients during off-hours:

1. Transfer call to mobile. The call will come to the mobile phone and you will be able to fully advise the client.



2. Enable the voice mailbox. The client will be asked to leave a message, and decryption of this message will come to the necessary employee.



If the client does not want to leave a message and hangs up, or a company employee does not accept the call, you can always find the missed call in the statistics and call back to this number.

Thus, we got the following scheme:



This whole setup took 15 minutes, but let's see what this gave us in the end:

• We received a full channel for communication with the client.
• All our calls reach the "addressee" for the minimum of time.
• We do not lose calls after hours.
• Our branding does not end after a phone call

But, how can we track how effectively phone calls are handled:

For the online store is vital to monitor the quality of work with incoming calls. In order to assess the quality of the consultation, listen to the problematic dialogues or restore the dialogue with the client, we use the recording of calls. Call recording is configured individually for each of the employees, so we can listen only to the dialogues we are interested in.



On this publication on online shopping over. Thanks for reading us.

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Now I am the owner of an online store (Part 1) | Now I am the owner of an online store (Part 2)