How to win repeat orders from regular customers with a phone call
Sado AI team · · 4 min read
In short
A repeat order call is a short call to a regular customer a day or two before they run out. First work out each customer’s usual interval: the average number of days between their last three orders. On the call, remind them of the last order and ask “Shall we bring the same again?”, note any changes, and confirm the day and address. If they say “not now”, ask when to call; if they say “don’t call”, stop. An AI operator can make these calls from a list.
Who needs repeat order calls
Any business whose customers buy the same thing regularly: frozen chuchvara and manti, bread and samsa for cafes, coffee for offices, a weekly fruit and vegetable box. Such customers rarely leave for a rival; they just forget to order and buy from the nearest shop.
A call reminds them and settles the order in a minute. For example, with 300 regular customers, if one in ten forgets to order once a month, that’s 30 lost orders a month; at an average order of 150,000 so‘m, 4.5 million so‘m. These numbers are only an example, but do the same sum for your business.
Work out each customer’s interval
Take the dates of the last three orders and find the average gap. Schedule the call a day or two before it ends. For example:
| Customer | Last order | Usual interval | Call day |
|---|---|---|---|
| Nilufar (home) | 2 November | 10 days | 11 November |
| Bahor cafe | 3 November | 3 days | 5 November |
| Ipak Yoli office | 28 October | 14 days | 10 November |
Names and dates are only an example. If a customer orders early on their own twice in a row, shorten their interval.
The call script: 5 steps
- Say who you are: “Assalomu alaykum, this is Malika from Momo Chuchvara.”
- Recall the last order: “Last time you took two kilos of chuchvara and a kilo of manti.”
- One simple question: “Shall we bring the same again?”
- Note changes and agree a day and time: “Tomorrow evening or Saturday?”
- Confirm the address and payment: “Same address, cash?”
Sample call: a chuchvara order
Sado: Assalomu alaykum, this is Malika from Momo Chuchvara. Is that Nilufar?
Caller: Yes, speaking.
Sado: Last time you took two kilos of chuchvara and a kilo of manti. Shall we bring the same again?
Caller: The chuchvara’s just run out, good timing. Make it two kilos of manti this time.
Sado: Okay: two kilos of chuchvara, two kilos of manti. Would tomorrow evening work?
Caller: Yes, I’m home after seven.
Sado: Tomorrow after seven, same address. Thank you, have a good day!
When to stop
- “I’ll call you myself”: note it and skip one interval.
- “Don’t call me”: that number isn’t called again.
- Two “no thanks” in a row: call less often or ask why.
- Don’t call after 20:00 or very early in the morning.
- Don’t offer a discount on every call, or customers stop ordering without one.
Handing list calls to an AI operator
Export today’s customers with their last order from Excel or your CRM and upload them to the portal’s Auto-calls section. Sado’s operator talks with each one live in Uzbek or Russian, recalls the last order, records the new one as separate fields and, when asked to “call later”, calls back at that time: AI outbound calls.
In Bitrix24 the call card and deal are created for you: Bitrix24 integration; our team connects amoCRM and other systems. For example, 150 calls a week at a minute and a half is 225 minutes × 800 = 180,000 so‘m. More: AI operator for delivery. Try it live or call 78 778 01 23.
Questions
Do we need consent to call a regular customer?
They’re your customer, but it’s wise to ask at the first order: “Shall we remind you when you’re about to run out?” Uzbekistan has a law on personal data; if in doubt, ask a lawyer.
How often should we call?
Once per interval, before the product runs out. More often stops being help and becomes a nuisance.
What if the customer buys something different each time?
Use the last order as a starting point and ask “What shall we bring this time?” Changing one item is easier for them than listing everything again.