We’re big fans of using AI to keep your franchise business flowing smoothly.
Recently, we put the bots to work analyzing the phone calls in your business. Our goal is to make sure you never miss a lead because one employee was having a bad day.
Several of our customers use the Calls tool, which records every call within the entire franchise. The recorded calls are easy to pull up and listen to, even if the potential customer left a message after hours.
Now every call has a button at the far right side called Review Call. This magic button will open a list of insights the AI bots have generated on your behalf.
What was the primary reason for the call? Did the issue get resolved? Is follow-up needed?
Without listening to every 20-minute phone call, you can instantly see the answers to these questions. This can help you coach your employees better, flag calls that need follow-up, and ensure that no lead your franchise paid dearly for gets wasted.
Note: Not every franchise uses the Calls tool. Look for it on your Dashboard to see if it's an option with your company.
If you’re fortunate to have the Calls tool available, see the guide below!
Quick Gorilla Dash Tips
How to Take Advantage of AI in Calls
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Open up the Calls tool from your Dashboard. (If you don’t see the tool, it’s likely your franchise hasn’t connected Gorilla Dash with your call answering system.)
From the Calls dashboard, you’ll see a list of every call into your location. Using the columns at the top, you can sort by Date, Status, original Source of the call, or who answered the phone.
Analyze the Outcome
The Outcome / Further Action column will give you AI analysis of how the call went. The Call Outcome tells you whether the call was answered and whether the issue was handled before the customer hung up.
The Responder Action explains if a follow-up call is needed, if the employee needs more training, or if the issue needs to be escalated. For example, a “Perfect Call” means that the employee who answered met all your franchise’s best practices.
If you listen to the call and assess it differently from the bots, the outcome and resolution can be easily changed when you click the Review Call button at the far right.
Dive Deeper
Inside the Review Call window, you can leave yourself notes and fill in any gaps that the AI bots couldn’t figure out. You’re the best to judge if the employee needs more training and if someone else needs to call for more clarification.
Each franchise has the opportunity to add custom questions based on its best practices to analyze customer service on a wide scale. If your franchise added questions to the Custom Quality Assessment section, this provides you with a quick checklist to determine if your employee covered every base.
Make the AI Bots Work for Their Keep!
It can be overwhelming to manage your staff and ensure the highest quality customer service in every part of your growing business. Your friendly AI bots can make that process a little easier.
Put ‘em to work! They are free labor that will help maximize the salaries you’re paying everyone else.
Here’s to better phone calls for your entire franchise!
Email Shane Liu at shane@gorilladash.com