Beautiful stores, busy phones.
Cubitts designs and makes spectacles in London and sells them in its own stores. Most calls were about the same three things: is my order ready, can I reorder my lenses and when are you open. Every one of them pulled an optician away from a customer in the shop.
Optavius answers those calls from the order system and the store schedule. Ready-for-pickup calls go out the moment an order arrives, so customers stop calling to ask. Reorders are verified against the prescription and placed to the address on file.
Customer
Are my new frames ready to collect?Cubitts
They arrived this morning. We are open until 6 today and 10 to 5 on Saturday.What the floor staff noticed.
Fewer interruptions, and calmer Saturdays. Anything the agent can't answer, such as a fitting problem or a complaint, reaches a person with the transcript attached.
“Order status calls used to fill our Saturdays. Now the phone tells people their glasses are ready before they think to ask.”
Tom
Founder, Cubitts
