We'll tell you what solution one of our clients found in this situation.
Client Features
About a month ago, a pharmacy chain with a large online store and offline stores in different cities of the Russian Federation contacted us. The pharmacy website had a drug reservation function, and customers often used it. The product reservation remained with the customer for 3 days.
According to the pharmacy's analytics, customers did not redeem about 18% of orders. This is not much, but the goods were not available for sale for the entire reservation period.
Thus, with an average bill of 450 rubles and an average of 10,000 booked orders per week, the pharmacy lost almost a million in profits weekly:
450 rubles x 18% x 10,000 = 810,000 rubles.
This situation needed to be corrected, but without abandoning the current functionality. The ability to reserve a product is very important for customers.
Finding a solution
Before contacting us, the company actively used only SMS mailings. The buyer, having made a reservation, after some time received an SMS notification that the order was collected and could be picked up.
However, SMS is not the best way to attract attention. Customers often missed notifications, did not pay attention to them, or forgot about them. In addition, it was impossible to find out with the help of SMS whether the customer would pick up the goods or whether the reservation could be cancelled.
We suggested replacing the short text message with calls from a Voice Robot. For this purpose, we prepared a robot and integrated it with the CRM system. When a day passed from the deal status "booked", the robot called the buyer. It reminded that the order was collected and clarified whether the buyer was going to pick it up or his plans had changed.
The client could either confirm that he would pick up the goo
