Never Miss a Lead Again: How Automated Text-Back Captures Missed Opportunities
Use Case: Missed Customer Opportunities due to Missed Calls
Problem
A family-owned bakery was known for its unique cakes and excellent customer service, but the business was struggling to keep up with customer inquiries. With a small staff and busy hours, particularly during holidays and weekends, they were missing a significant number of phone calls each day.
These missed calls often meant lost opportunities for custom cake orders and catering gigs. The owner felt overwhelmed trying to balance their day-to-day operations with managing incoming calls, but they were unsure how to automate this aspect of their business without compromising on the personal touch their customers valued.
Solution
Astra deployed its “Missed Call Text Back” feature for the bakery, which automatically sent a friendly, personalised SMS to any customer whose call was missed.
The message included a brief apology for the missed call, along with a direct link for them to either schedule a callback or place an order through the website. We also helped the bakery implement a streamlined web ordering system and integrated these features with their CRM to ensure that no inquiry slipped through the cracks. This allowed them to respond to potential customers even during peak hours when they couldn't pick up the phone immediately.
Outcome
97% Increase in Response Time
The bakery’s response time to missed calls improved by 97%, as customers received immediate follow-ups, even during busy periods.
40% Increase in Call-Backs
The bakery saw a 40% increase in call-back bookings, particularly for high-margin custom cake orders.
22% Rise in Monthly Sales
As a result, monthly sales rose by 22%, especially during peak seasons when they previously struggled to manage incoming requests.
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