VoiceAI – Best Practices for Phone Ordering – Checkmate

Introduction

Our VoiceAI Phone Ordering system is here to make handling phone orders and customer inquiries more efficient. For an optimal experience, it’s essential to understand the system’s core functions and your role in supporting it. Follow these best practices to enhance customer interactions and keep phone support running smoothly.

Integrating with the IVR System

VoiceAI integrates smoothly with your existing Interactive Voice Response (IVR) system, routing calls based on your current configuration. Calls directed to the store will follow your IVR’s existing setup, ensuring consistent call handling.

Being Prepared to Assist

While VoiceAI manages most calls, there will be times when human intervention is required. Stay ready to take over when calls are transferred, ensuring a seamless customer experience.

Common Reasons for Call Transfers to the Store:

Customer Request: When a customer directly requests human assistance.
Employee Whitelisted Number: Calls from specific employees.
Coupons: For orders with special discounts.
Existing Orders: When customers need assistance with previously placed orders.

Managing Order Display

Order Appearance: Orders processed by VoiceAI will appear in your system as standard pickup orders, categorized under the dining option or order type assigned during onboarding.
Special Instructions: Currently, the VoiceAI system does not support special instructions on orders. The call will be routed to the store for further handling in such cases.

Handling Delivery Orders

The VoiceAI system manages delivery orders according to the configuration selected during onboarding:

Direct Order Placement: If your store handles delivery orders directly, VoiceAI will place the order as a standard delivery.
Third-Party Services: VoiceAI will redirect customers to your designated third-party delivery provider if configured.

Processing Payments

The VoiceAI system offers two payment handling options based on the store’s preferences:

Payment Upon Pickup: Customers pay in-store when collecting their order. To indicate their unpaid status, these orders may be flagged as “unpaid” or labeled “Unpaid-(NAME).”
Secure Payment via Text (Optional): If enabled, VoiceAI sends customers a secure payment link (using Stripe) via text. Payments are processed before the order is finalized and sent to the store.

Reporting Issues Effectively

If you encounter problems with the VoiceAI Phone Ordering system, please report them to ensure a quick resolution. It is highly useful to provide a photograph of the order as displayed on the KDS.

If that isn’t possible, include the following details:

Time of Occurrence: The exact date and time the issue occurred.
Store Identification: Your store ID, address, or unique identifier.
Description of the Issue: A clear explanation of what happened.
Frequency of Occurrence: Note if it’s a one-time issue or recurring.
Order Details: Any relevant order numbers or customer information (while ensuring privacy).

Help and Support

For any questions or additional assistance, please contact our support team:

Email: support@itsacheckmate.com
Phone: (855) 953-4340