Dominos call center7/29/2023 It can be customized and easily tailored to customer experience. Emplifi helps us do just that."ĭomino's replaced its traditional email form with Dot, the Domino's customer support bot built on the Emplifi bot platform. We often receive shout outs from high-profile accounts and celebrities, and we needed a solution to manage a rapid response and turn customers into raving fans. "We were drawn to Emplifi's social media monitoring capabilities that enable our contact center to respond to social media posts and manage crises in real-time. We partnered with Emplifi to achieve better results while keeping empathy and customer care at the core of everything we do," Carley Dunlap, team leade, social media and Q&A customer support at Domino's, said in the release. "To achieve the personal connections and interactions with our audience, we needed a top social media management and CX tool from a brand that understood our commitment to our customers. Domino's agents no longer need to dig through the other 97%, which allows them to focus on more pressing tasks, according to a press release. The tool automatically searches for hundreds of keywords on Twitter and monitors the Domino's Facebook page to identify posts requiring attention, which make up only 3% of total volume on average. The pizza brand is using Emplifi Social Engage as its social media management tool. Sozzi follows Brian Sozzi on Twitter and LinkedIn.Domino's has selected Emplifi, a unified customer experience platform, to better engage with customers on social media and increase call center efficiency. FX headwinds mounting these new pressures should come as little surprise to investors, as new pain points arose in the quarter of international same-store sales slowdown, especially for drivers, and food cost inflation, according to Jon Tower, an analyst at Citi. Earnings for adjusted earnings were $2.82 per share, down 7% year over year and below estimates for $2.89 per share.ĭomino's Pizza stock was down 27% year to date, and was down 27% on the news.Įxisting challenges persisted during the quarter, e.g. same-store sales in Q 2 was caused by declining order counts, which continued to be pressured by the challenging staffing environment, which had certain operational impacts, such as shortened store hours and customer service challenges in many stores, according to Weiner, who spokeswoman for the company.ĭomino missed analyst profit estimates because of the sales weakness. International sales fell 2.2%, better than the 13.9% gain a year ago. stores dropped 9.2%, while franchise-owned stores dropped 2.5%. Same-store sales at company-operated U.S. same-store sales fell 2.9%, a sharp change from a 3.5% increase during the same quarter last year. Domino's delivery sales fell 11.7% in the second quarter compared to a year ago. The effort may not have a significant impact in terms of sales lost due to the labor shortage. stores use call centers in some capacity at the end of the second quarter. In an earnings call Thursday, Domino's Pizza new CEO Russell Wiener told analysts that Call centers allow team members to focus on making and delivering pizzas without having to worry about answering phones. If you call a Domino's Pizza DPZ to place an order, you may be directed to a call center.ĭomino's said that the practice has freed up workers to deliver pizzas due to a driver shortage that has plagued the company for well over a year.
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