Timely and successful delivery to customers is vital to leading
online butcher Donald Russell. So when the award-winning Scottish
company wanted a partner to help support their delivery processes,
Yakara offered them the right expertise, technology that easily
integrated with their existing call centre, and a shared commitment
to customer service.
Yakara’s automated contact services use text and voice messaging to connect with both mobile and landline, informing Donald Russell customers across the UK when their order has been processed. They then receive a further message confirming dispatch, with details of the courier and an estimated delivery time.
Using automated contact services has a range of benefits for the gourmet butcher company. The system keeps customers informed at every stage of the process, so they no longer need to call in to check on their order. And because the call centre agents no longer need to make outbound calls to notify delivery, they are free to deal with more new enquiries and telephone orders, helping them to make the most of every contact.
Customers still have the opportunity to speak to an agent if they wish, to rearrange delivery, for example.
Keeping customers well informed means they are more likely to be available to receive their order. For Donald Russell, that means fewer returns, less wastage and higher levels of customer satisfaction.
Yakara’s automated contact services use text and voice messaging to connect with both mobile and landline, informing Donald Russell customers across the UK when their order has been processed. They then receive a further message confirming dispatch, with details of the courier and an estimated delivery time.
Using automated contact services has a range of benefits for the gourmet butcher company. The system keeps customers informed at every stage of the process, so they no longer need to call in to check on their order. And because the call centre agents no longer need to make outbound calls to notify delivery, they are free to deal with more new enquiries and telephone orders, helping them to make the most of every contact.
Customers still have the opportunity to speak to an agent if they wish, to rearrange delivery, for example.
Keeping customers well informed means they are more likely to be available to receive their order. For Donald Russell, that means fewer returns, less wastage and higher levels of customer satisfaction.
"We
wanted a partner who could reflect the quality of both our product
range and our customer service, and Yakara have lived up to our
expectations. We now text and voice message our customers to advise
or remind them of their delivery details, instead of making 2-3
manual call attempts in each case. Yakara’s service has been
incredibly useful, freeing up our staff to take orders or assist
customers with cooking advice.”
Victoria McWalter, Contact Centre Manager, Donald Russell.
Victoria McWalter, Contact Centre Manager, Donald Russell.