"When is my sectional coming?" answered from the order
The most common call a furniture store gets is "when is my couch coming?". Customers hear the real answer from the order, and your customer care team stops spending mornings on it.
A customer calls asking where their order is, or why it's late.
Finds the order, reads where each piece is, gives the delivery window or the expected arrival.
Fewer status calls, and a flag on any order that's late or upsetting a customer.
How it works
- Finds the order
By order number, name or phone number. It reads back the pieces on the order to confirm it's the right one.
- Reads each piece
A dining set can arrive in parts. It says which pieces are here, which are on the way, and the expected date the maker gave for each.
- Explains a delay plainly
If the maker pushed the date, it says so and gives the new one, without excuses or blame.
- Gives the window
If the delivery is booked, it reads the date and window, and on delivery day, the truck's progress and how many stops are ahead.
- Offers a partial delivery
When some pieces are here and one is late, it asks whether they'd like what's ready now, if your store does split deliveries.
- Flags the hard ones
An order past its promised date, or a customer who is upset, goes to customer care with the history and the caller's words.
Example call
- CustomerHi, I ordered a dining set in April and it was supposed to be here last week. Nobody's called me.
- AI agentI'm sorry about that, let me look. What's the name on the order?
- CustomerOkafor.
- AI agentI have the Brennan table and six chairs. The table came into our warehouse on Monday. The chairs were delayed at the maker, and their new ship date is June 14.
- CustomerSo I'm sitting on the floor until then?
- AI agentWe could bring the table now and the chairs when they land, at no extra delivery charge. Would that help?
- CustomerYes, actually. Do that.
- AI agentI'll book the table for Thursday between 1 and 5, and I've asked customer care to call you about the chair delay today.
After the call: The table is on Thursday's route, the chairs show a second delivery once received, and customer care has a flagged note that Ms. Okafor's order passed its promised date and she wasn't called.
What your team gets
- Status for every piece on the order, read from the order system
- Split deliveries offered when your store does them
- Late orders and upset customers flagged to customer care
- Delivery-day progress given without a call to dispatch
- A count of status calls handled, by week
Questions
Will it apologize for a late order?
Yes, simply, and then it gives the real date. It doesn't invent reasons.
Can it change a delivery date?
Yes, to any open window on the route for that area. The old slot opens for another customer.
What if the customer wants to cancel?
It notes the request and sends the call to customer care, who handle cancellations and deposits.
Hear it on your phone
Request a demo call and the agent phones you, set up for furniture and mattress stores like yours.