Thank-you calls after a purchase: when to call, what to ask and how to catch complaints
Sado AI team · · 4 min read
In short
A thank-you call is a short call one to three days after a purchase: thanks for buying, then two questions, “Are you happy with everything?” and “Any problems at all?”. If the customer is happy, ask for a score from 1 to 5. If a problem comes up, note it and pass it to the person responsible: fixed in time, a small problem brings the customer back; unfixed, it becomes a bad review. Don’t sell on this call. An AI operator can call delivered orders and pass complaints to staff.
What a thank-you call gives you
- The customer feels valued: you took their money and didn’t forget them.
- Problems surface early: a scratched door or a badly fitted shelf comes to light before the customer gets angry.
- You hear honest feedback about the salesperson, the delivery and the fitter.
- You get permission for the next contact: “May we let you know when the new collection arrives?”
When to call
| Purchase | When |
|---|---|
| Clothes, cosmetics, small items | 1–2 days after delivery |
| Furniture, appliances | 2–3 days after assembly or installation |
| A service: repairs, cleaning, a salon visit | The next day |
| A big purchase: a flat, a car | Within a week, then again after a month |
Don’t call too early: the customer hasn’t tried the product yet. Not too late either: if there’s a problem, they’ve already called the shop or are walking around annoyed.
How the call goes
- Hello, company and reason: “Your wardrobe was assembled yesterday; I’m calling to say thank you.”
- First question: “Are you happy with everything?”
- Second question: “Any problems or anything inconvenient?” Always ask it: many customers won’t mention it themselves.
- If they’re happy, ask for a score: “What would you give us from 1 to 5?” Then permission: “May we tell you about new arrivals?”
- Thanks and goodbye. One or two minutes in all.
Example: a small problem comes up
Sado: Assalomu alaykum, Sardor! This is Shohruh from Qulay Uy Mebel. Your wardrobe was assembled yesterday, and I’m calling to thank you for your purchase. Are you happy with everything?
Caller: Mostly, yes. Only one door doesn’t close all the way.
Sado: I’m sorry about that. I’ll note it now; our fitter will call you to agree a time to come. When suits you tomorrow?
Caller: Tomorrow evening, after six.
Sado: Done, I’ve noted tomorrow after six. Anything else?
Caller: No, the rest is great.
Sado: Thank you, Sardor. The fitter will definitely call. Have a good day!
The operator didn’t argue or promise to fix it itself: it noted the problem, said what happens next and asked for a good time. Fixing it is the fitter’s job.
Not losing complaints, and measuring results
- Every complaint has an owner: who fixes it and by when. Once it’s fixed, call the customer again to check.
- Track: how many customers were reached, how many are happy, how many had a problem, the average score.
- If the same problem keeps coming up (say, doors not adjusted), it’s an assembly problem, not one customer’s.
- Don’t sell on this call. If you got permission, make an offer later, on a separate call.
Handing thank-you calls to an AI operator
You upload the list of delivered orders in Excel, or a call goes out as soon as a CRM deal moves to “Delivered”: calls from a CRM stage. The operator, Malika or Shohruh, speaks Uzbek or Russian and records the score and any problem separately. If there’s a complaint, a task is created for staff. The call card with the recording can also go to your company’s Telegram group.
More: AI outbound calls, AI operator for online stores and common questions. Try it live or call 78 778 01 23.
Questions
Why is a call better than a thank-you text?
Customers rarely reply to a text and almost never write about a problem. On a call, the answer to “any problems?” comes at once.
What if the customer complains angrily?
Don’t interrupt, apologise, note exactly what happened and say who will call back and when. Sado’s operator can also transfer such a customer to staff at once, by your rule.
How much do thank-you calls cost?
Only talked minutes are paid: 800 so‘m a minute. For example, 30 calls a day of a minute and a half each: 45 minutes × 800 = 36,000 so‘m.