Why a phone call
Why a short, automated phone call works better than a form, an email or a message at the few moments when waiting costs a store an order.
Most of the time a store should leave its shoppers alone. RowCall is for the few moments when a quick answer from the shopper decides what happens to an order, and waiting for that answer has a cost.
The moments RowCall is for
| Moment | The question | What waiting does |
|---|---|---|
| A cash-on-delivery order is placed | Did you place it, and is the address right? | The order ships unchecked, or sits on hold |
| A high-value checkout stalls | What stopped you, and can we help now? | The shopper's attention moves on |
| A delivery attempt fails | When can we try again, and where? | The parcel heads back to the warehouse |
| A return is requested | Would an exchange or a fix suit you better? | The return goes through as asked |
Each of these is a flow you can run. They share three things: the question is short, the shopper knows the answer, and the answer is only useful soon.
Why a call rather than a form or a message
- A call gets an answer now. A message waits until the shopper opens it. A call either reaches them in the next minute or tells you quickly that it didn't.
- Speaking is easier than typing an address. "Send it to my office, near the City Mall gate" takes a few seconds to say and much longer to type on a phone.
- A conversation handles the unexpected. "Yes, but not this Saturday" or "Who is this?" would break a form. The agent answers within your rules, then asks its question again.
- It's in the shopper's language. The call starts in the language you know they use and follows them if they switch. See Languages and voices.
Why automated
A team can't call every order the minute it's placed, at 8:55 pm on a sale day. The agent can, and it asks every shopper the same questions the same way, so the answers line up as data you can act on. When a call needs a person, it hands over. See Human handoff.
What RowCall won't do
The same rules that make a call welcome keep it short and honest:
- It says it's an automated assistant and that the call is recorded, first, every time. See The disclosure line.
- It calls only with a reason the shopper would expect and the consent the call type needs, inside calling hours. See Call types and consent.
- It places transactional and service calls only, never promotional ones.
- It never asks for card numbers, OTPs or passwords.
- One "don't call me" and the number is never called again. See Opt-outs.
What decides what the agent says next.