Welcome Team USA

Thank you for choosing Ping Agent. We’re excited to bring this dynamic, call-center solution to
your stores and want to ensure that you have a great onboarding experience. If you have any
questions or feedback, please reach out to us at sales@nusutus.com

To complete the Ping Agent onboarding process, please follow these 3 easy steps:

Learn About Ping Agent

(Watch the Product Videos)

Find out how Ping Agent works, the training the agents go through and how it can help you Crush the Rush.

Go to Step 1 >>

Read the Onboarding Section

(Things You Need to Know)

Find out what to expect and helpful tips for your store rollout. Get up to speed, fast.

Go to Step 2 >>

Fill Out the In-Take Form

(Action Required to Go Live)

This form provides specific details about your store, which help Ping Agents to upsell and serve your customers better.

Go to Step 3 >>

Step 1: Learn About Ping Agent

1.1 Discover Ping Agent

Watch this product video to understand how Ping Agent works and how it can help you by:

  • Taking calls out of the store
  • Freeing up team members
  • Ensuring that all calls are AOT
  • Increasing average ticket
  • Upselling on every call

1.2 How Does Ping Agent Work?

Watch the call flow video on the right to understand how Ping Agent routes calls out of the store and place an order on Domino’s OLO.

1.3 Training

With Ping Agent, both AI and live agents are continuously trained to ensure the best possible experience for your customers. For live agents, a 10 -Step Learning Management System was designed specifically for Domino’s in order to ensure that your values, culture and customer service standards are being met. The online training course covers:

  1. Introduction and Security
  2. Culture
  3. Signing In and Out
  4. Opening the Call
  5. Call Transfers
  6. Coupons
  7. Menu Knowledge
  8. Upsell and Thoughtful Recommendations
  9. Readback and Estimated Wait Time
  10. Taking the Payment and Thanking the Customer

Step 2: Read the Onboarding Section

2.1 Background

What’s happening?

Shortly, your store will be supported by a team of customer service agents (live Ping Agents). The day of your scheduled go live date, Team Arria NuSutus will point your direct dial number to the Ping Agent Live Call Center. Once the number is pointed to the call center, the only calls going into your store should be questions on existing orders or when an agent needs to transfer a customer to the store to help with an order they cannot complete.

Why is this happening?

Having your incoming calls answered by a live Ping Agent means your phone will ring less enabling you to have more time to go about your in-store tasks, make great food and deliver a better in-store customer experience.

How does it work?

When a customer dials your store number the call will be transferred to Ping Agent.  The customer will first be greeted by an automated message prompting them to choose one option if they are placing a new order – in which case they will be transferred to a Ping Agent and answered within 2 rings. Or a second option if their call is about an existing order – in which case the call will be transferred to the store.

2.2 Helpful Hints and FAQs

Please read through the helpful hints and FAQs below to ensure the smooth rollout of Ping Agent to your store and with your team.

How do I ensure Ping Agents are promoting the newest and most profitable deals to my customers?

Ping Agents use OLO to place orders. To ensure Ping Agents are supporting the most profitable deals for your store, please take a moment to prioritize your coupon selection and place the most valuable coupons first in your coupon list.

How will the customer pay for their order?

Customers paying with Visa, Mastercard, American Express or a debit card will be asked to key the card number and security code into a PCI Compliant payment capture tool. The live Ping Agent will only ask for the billing zip code and expiration date.

If a customer wishes to pay with cash or with credit card at delivery or pick-up, the agent will follow the conditions your store indicates on Dominos.com.

How will Ping Agents know store specific information?

It’s never been more important to keep store information up to date in OSIM. Any additional information our Ping Live Agents can get from the Domino’s website assists them to better manage a successful call. Please (if you haven’t already) add Additional Location Description to your store’s profile as this is a big help for carryout address validation and for the Ping Agents to better understand your store’s location.

Will the phone in store still ring?

Yes – Customers may route to in-store personnel about an existing order. In addition, if the customer needs to speak with the store based on something that comes up during the ordering process, the live Ping Agent can transfer the customer back to the store for you to manage.

What types of calls will the store receive?

Most calls that a Domino’s store normally receives can be classified as a new food order or something else. Your store will still receive all the something else calls which can vary from an existing order modification to a customer complaint or compliment.

Will callers be introduced when transferred to the store?

Live Ping Agents are trained to do different transfer types depending on the caller’s identity and specific situation. However, they will in all cases look to do a Cold Transfer as the preferred option.

Cold Transfer – the call is transferred to the store, and the agent at no point shares the line with the Domino’s team member that answers the phone.

Will Caller ID information display on the in-store phone system?

Yes – Most times your system will show you the same customer profile information you’re used to seeing. If it is available to the live Ping Agent then it should be available to you.

Our drivers need to speak to the store directly and quickly, how will that be managed?

Your manager has been given a special direct dial number that can be given to your delivery drivers, as required. If you so choose, this number can also be provided to VIP and repeat customers.

What if the phone system fails?

Monitoring systems and your current systems escalation processes are in place.

If for any reason the system fails, your store can start receiving all inbound calls directly and quickly until the fault can be diagnosed and repaired.

My online ordering system doesn’t seem to be working, what do I do?

We do not control any function of your OLO, please direct request to your corporate contact.

What if a customer has a complaint about their order?

Your store should continue to manage complaints as they have in the past.  If you deem this is an issue with something the Ping Live Agent may have contributed to please send a message to:

  • Support@nusutus.com
  • Subject: Ping Live Agent.
  • Provide the phone number the customer called from, day, and approximate time.

Our team will review the call recording and respond within 48 hours.

Is it still important to answer the phone quickly in-store?

Yes – Even more so than before, as the phone will ring with scenarios that couldn’t be dealt with in the call center and your customers will need your full skill set to problem solve, resolve queries and provide great service.

You may feel like you’re only receiving problem solving calls, but this is to be expected as these calls were always part of your normal call flow. However, now the straightforward ordering calls are being handled externally.

Download and Share the Onboarding Document With Your Team Members

2.3 Download the Ping Agent Weekly Store Report

Download the Ping Agent Weekly dashboard to view your key store metrics at a glance, including:

  • Percentage of carryout versus delivery
  • Share of menu, national and local coupons
  • Conversion ratio
  • Order value
  • Average ticket
  • Week to week trending

2.4 Download the Customer Support Poster

Please download and print out the Ping Agent Customer Support poster to put up in your store, should you have any questions or issues.

  • support@nusutus.com
  • 1 855 211 1301 (Option 2)

Step 3: Fill Out the Store In-Take Form

3.1 Why is this important?

This is a critical step in the onboarding process and is required so that Ping Agents can serve your customers better. The In-Take form will ask questions such as:

  • Are there any store location landmarks for customers picking up takeout
  • What are your top 4, local coupon offers so that Ping Agents can upsell and increase your average ticket
  • Do you have any special, repeat customers such as fundraisers and schools
  • Is your website up to date as Ping Agents refer to it for store hours, coupons, location

3.2 How to fill out the Store In-Take Form.

There are two ways to fill out Store in-Take Form.

To submit the in-take form for a single store, please click on the button below to fill it out online.

If you have multiple stores and would prefer to submit the store in-take forms via an editable excel document, please download the multi-store excel template below and email the completed version to sales@nusutus.com.

Next Steps

Week in Review Session

 As part of our hyper-care onboarding support, we are inviting you and the managers at your stores to participate in a “Week in Review” session. During this 30 minute meeting we will review key data from the first week and answer any questions you may have. If this meeting hasn’t already been scheduled, we will reach out shortly to book it with you. Please feel free to invite other team members to this meeting. 

Sign Up Email Updates

If you received this website link directly from Team Arria NuSutus, you are already on the email mailing list, so there is no need to sign up. However, if you have other team members that you would like to receive Ping Agent support and product email updates, please ask them to sign up by clicking the button below.

Thank you.

You have now completed the Ping Agent onboarding process.

Let’s go Crush the Rush together!

Team Arria NuSutus