EN - Proactive Calls

Proactive calls

ESCAPE ROOM

START!

index

WHY PROACTIVE CALLS

CONTEXT

PRACTICE!

HOW TO OFFER A CALL

CONTEXT

You are here today to try to escape from the laziness of doing phone calls. Let's see if you can find the way to start doing proactive calls!

It is highly effective to contact customers through phone calls, especially when the conversation becomes complex or challenging. This room escape establishes clear guidelines for Glovo agents to know when to make these calls. It is crucial to initiate these calls only under specific circumstances and conditions that ensure their effectiveness.

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¿WHY PROACTIVE CALLS?

The importance of this new worklow

Snapcall link helps to avoid invasive calls

Calling without their probation is very invasive

WHY

Improves UX

Bad UX

Talkdesk not always registers the conversation

Snapcall helps keeping track of the calls

How to offer a call

Let's see all the steps you should follow to offer a call ¡there's not another way to escape!

Rules

Step 2

Step 1

1/1

We will ask the customer if they prefer to continue the conversation by call. We can use the shortcut #ccproactivecall

Proactive calls By being proactive we are able to solve a complex issue in a more efficient way (the call works better to communicate what we want to the customer)

Inactivity calls Different scenario as we are calling the customer because they are not answering

How to offer a call

Let's see all the steps you should follow to offer a call ¡there's not another way to escape!

Step 2

Rules

Step 1

2/2

Remember that we are going to offer the proactive call by using the Snapcall link!Follow the next steps:

1.

2.

Click the widget and select the Snapcall icon

Click ''Send call invitation''

4.

3.

Once the customer clicks, the conversation will start for both the agent and the customer

The link will be sent automatically to the customer

How to offer a call

Let's see all the steps you should follow to offer a call ¡there's not another way to escape!

Step 2

Rules

Step 1

making a call

Conditions for

Only for contact reasons available in snapcall

ConcurrencyThe agent must not be simultaneously managing more than two chat conversations.

Language The agent must speak the same customer's language.

Customer consent Before placing a call, it's important to have the customer's consent. The customer should be willing to engage in a phone conversation, respecting their preferences.

SnapcallIf the customer selects chat when Snapcall is triggered, do not offer the proactive call.

¿HOW WOULD AN IDEAL SCENARIO LOOK LIKE?

1/4

Customer Misunderstanding

In instances where the customer is having difficulty comprehending the information through the chat, this misunderstanding stands in the way of a successful resolution.

"Hello [Customer's Name], I hope you're doing well. I've noticed there might be some confusion regarding your recent order. We understand that sometimes, chat messages have limitations, and we want to ensure you have all the necessary information…”

Example: The customer is having difficulty understanding that their order is from a Marketplace, not managed by Glovo.

2/4

We need an urgent answer

"Hello [Customer's Name], I hope you're doing well. I understand that you've requested a change to the delivery address for your order. This is certainly something we'd like to help you with, and I want to ensure your order goes as smoothly as possible. However, it's important to note that our courier is already on their way to the pickup location, and if we don't act quickly, it may not be possible to change the address once they arrive there...”

In situations where the agent is awaiting the customer's response to take action, but if the customer doesn't respond quickly, the action will change.

Example: A customer requested an address change, but the courier is already going to the PU, and changing the address won't be possible if they reach the pickup location.

3/4

Recontact

"Hello [Customer's Name], I see you've requested changes in your order, and it's great that you're reaching out. Please be aware that multiple changes might result in some processing delays, especially when involving banks. We'll provide you with Paytool proof of the transaction, giving you a clear record of the process..”.

In situations where the customer has previously contacted us regarding the same issue and expressed dissatisfaction.

Example: A customer initially contacted us with several changes to their order, and they recontacted us one day later for the same reason. In these situations, our agents need to explain that the delay in processing the changes could potentially take additional days, depending on the bank's processing times.

4/4

Customer was very affected/ Bad UX

"Hello [Customer's Name],I hope you're doing well. I understand that you've had a challenging experience with your recent order, and I want to express our sincerest apologies for any inconvenience this has caused. In this specific situation, your order was canceled after a two-hour wait, which is understandably frustrating. Please know that we value your time and your satisfaction is of the utmost importance to us...”

In situations where we have caused a significant negative user experience for the customer.

Example: A customer is upset about an order that was canceled after waiting for two hours. In this case, the customer's experience was significantly impacted by the extended delay and subsequent cancellation, resulting in a poor user experience.

¡LET'S PRACTICE!

MIX & MATCH THE RIGHT CONCEPT WITH ITS OWN COLUMN

1. Talkdesk

POSITIVE UX

NEGATIVE UX

2. Proactive calls

3. Invasive calls

4. Empathy

5. Customer consent

6. Acknowledge the issue

CONTINUE

Solución

ANSWER

¿DO WE OFFER A PROACTIVE CALL ON THESE SCENARIOS?

2.

1.

The customer requested an address change, but the courier is already going to the PU, and changing the address won't be possible if they reach the pickup location.

The customer's question is not complex and urgent either.

YES

YES

NO

The customer is having difficulty understanding that their order is from a Marketplace, not managed by Glovo.

You don't speak the same language as the customer.

NO

4.

3.

CONTINUE

Solución

ANSWER

Completed

¡Congratulations, now you know how to make proactive calls to our customers! We can’t wait to see how you put it in practice

¿Start again?

Complete Training

Negative UX

Positive UX

VS

2. Proactive calls

1. Talkdesk

4. Empathy

3. Invasive calls

5. Customer consent

6. Acknowledge the issue

CLARIFICATION

A proactive call is not the same than offering the customer a call when it's inactive to re-engage them in the conversation. Proactive calls are made because the situation is complex, and we prefer to take initiative rather than just respond (Outbound). You can review the "call due to inactivity" process that we have in the Close conversation instruction card in the Shelf article.

NO

YES

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