With an ever-present busy signal and phone calls going unanswered due to busy staff, Monk’s struggled to bring their service standards to the phones—Demetri himself would often be sent to voicemail when trying to call the restaurant. After implementing Popmenu’s automated answering technology, the burden of a ringing phone is diminished. Now, the simple questions guests call to ask—‘are you open’, ‘can I place an order’, and ‘what’s your wait time’—are handled by automated custom responses, and texted links to place an order or join the waitlist online.
“I can see the staff doesn’t really like answering the phone, especially if they’re busy with a customer. For them to ignore the call or break away and answer the phone is not good customer service on either side. Now, when that phone does ring, they know it’s a person that actually needs something because they’ve exhausted all of their options and need to speak with someone.”
In just 6 months, Popmenu Answering has fielded over 2,400 calls—serving just as many guests and saving Monk’s over 23 hours on the phone. With the power of answering automation, Demetri and his team are confident that they can continue to serve and listen to their community whether they’re dialing in or dropping by!
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