Call Management Service for Athletic Shoe Retailer
Below is a modified rendering of the review: private info excluded, innate facts kept.
Introductory information
A few words almost your organisation and individualal responsibilities
I am the proprietor and VP of Potomac River Running, a ",running/walking specialty store", incorporated in 2002, helping nimble nation find the correct strong shoes for themselves through the use of knowledgeable staff and video gait analysis tools.
In accession to shoes, we carry and help clients determine the best clothes and accessories for their exercising needs. We have 9 retail stores in the DC/Northern Virginia computery and an online store. I superintend general operations of the business.
Desired goal
What issue was the provider supposed to deal with?
Numa?We needed a solution to the many phone calls that we missed each day.....both when the store was busy and outside of business hours. Customer labor is so significant to our business and missed calls did not recur well on our picture.
We did not want to use transmitted voicemail owing I couldn',t compute on my staff to check it in a early form, so I needed something more complete and more automated.
What were your objectives for this project?
My goal with this project was to educe a method in which missed calls could be addressed fast by staff at the store which accepted the initial call OR by designated employees at another location. If we could capture a interaction from a client and recur a response by phone or text, then we had a higher chance of retaining that client.
Numa indicated that they could help us extend this goal and even go over with the artificial intelligence component that can even hint a correct response to single or frequently asked questions (such as ",what are your hours",).
Provided solution
What were the reasons for choosing Numa?
One of my clients worked for Sprint and came to me to see how he could help better Potomac River Running. After asking some questions almost our pain points, he hinted Numa for our ",missed calls", issue.
Describe the project in detail.
I believe we were at the right locate at the right time in provisions of the educement of the Numa technology. The Numa functionality was educeed to the point that we could go live as soon as we completed some initial testing and educated our staff. I empowered my IT individual to superintend the roll-out and I kept myself closely in the loop to apprehend the technology and steps needed to go live.
Honestly, Numa had the roll-out strategy all figured out and granted us with easy-to-follow steps and assigned an in-house expert to hold our hands throughout the process. We quiet have a relationship with this expert to this day!
Were there any dedicated managers or teams that you worked with?
We worked with 3-4 nation during the initial educational induction to Numa and the programning stage. Once we began implementation, we worked with one expert who handled all our issues. One individual on the vendor side was all we needed. This individual is quiet our go-to individual from a tech support perspective.
Results accomplishd
What results did you accomplish unitedly with Numa?
Over the 17 years that Potomac River Running has been open, adding the Numa interaction managing method has been the easiest organisation wide ",technology", update in our history. Even more surprising was that it worked almost flawlessly from the commencement.
There have been some big betterments since we began, but I would attend most of them ',enhancements', rather than fixing issues. With this program in locate, I can really say that we address 100% of the incoming questions from our clients in a satisfactory way....if not without then within an grateful quantity of time.
How do you rate the interaction and interaction with Numa?
The Numa team was excellent.....answering, courteous, and talented. The workflow between our two teams was better than I expected.
What precisely do you attend to be the key specialty of Numa?
Numa took the time to apprehend precisely what we needed and then curated the introduction to our needs. Upon activation, they stayed on schedule and set reasonable expectations for timelines.
After the method was operational, they continued to make betterments even when we didn',t request them.....including appropriate interaction to make sure we could capitalize on any new components. When we did have hintions, our expert touch was receptive to our ideas and we have seen these ideas incorporated into later updates.
What should be done better, if there are any desired betterments?
I am thinking hard to come up with some constructive stricture, but nothing comes to mind!
