Exciting news! Thanks to insights from our fantastic fleets, we're rolling out Hangup Callouts! You now have the power to effortlessly reconnect with customers who may have hit the hang-up button during the automated booking process. Turn those "uh-oh" moments into great customer focused experiences! We have also updated our outbound calls analytic reporting to support the feature!🌟
*Please take note that the cost for hangup callouts will be in line with your regular outbound automated call rates.
Here is how it works:
If a caller hangs up during the booking process, this feature waits 15 seconds to see if they call back. If the caller does not return a call within 15 seconds, an outbound call is made to the caller.
If the caller answers:
"Hi! This is Flip Taxis. You can finish getting a booking by speaking to an operator. To do so, press 1. Alternatively, please feel free to hang up, and call back the next time you need us!"
Call outcomes:
Caller presses 1: Call will be transferred to the main queue.
Caller does nothing: Flip waits 10 seconds and hangs up the call.
If the caller does not answer:
We leave a voicemail:
"Hi! This is Flip Taxis. You can finish getting a taxi by speaking to an operator. Call us back at this number to speak with an operator immediately on [Fleet number]"
Voicemail left + customer calls back (1 hour timeout):
"Hi [Name]. I see you're calling us back after hanging up while trying to get a taxi. I'll connect you to an operator now to assist you"
You can enable this feature in your Portal within "Outbound Calls".
If you do not see this feature option within your portal then we will need to add an extra config due to the Phone System Integration you are using.
