Mystery calls and messenger checks
Guests often decide whether to come before they ever arrive, based on how they were treated on the phone or in Telegram. We check that first contact just as carefully as the service in your dining room.
Why it matters in Uzbekistan
A large share of communication with venues happens in messengers. According to a CA Barometer survey, 70% of people in Uzbekistan prefer Telegram and another 18% prefer WhatsApp. A guest messages a restaurant or hotel chat and expects a reply just as they would on a phone line. If there's no answer for half an hour, they book somewhere else, and the venue never even learns what it lost.
What we check
- Speed. How many rings before someone picks up, how many minutes before a chat reply, whether anyone answers at weekends and late in the evening.
- Greeting and tone. Do staff give the venue's name and their own, are they polite and free of irritation?
- Help with choosing. Does the staff member find out what the guest needs: a quiet table, a high chair, a group of ten, a room with a view? Do they suggest a suitable option instead of saying “check our website”?
- Terms. Do they explain the deposit, how long the table will be held, the cancellation policy and the service charge?
- Confirmation. Does the guest receive a clear booking confirmation and a reminder?
- Handover to the floor. Does the host know about the arrangement when the guest arrives? We check this together with a mystery guest visit.
Scenarios
We design scenarios around your goals: a weekend booking, a banquet, a menu question from a guest with allergies, a room booking with late check-in, a salon appointment at a specific time. Scenarios are repeated from audit to audit so you can track progress.
What you get
- A score for each contact against your standard.
- Response times for each channel: phone, Telegram, WhatsApp and website.
- Quotes from the conversation showing where it went off track.
- Recommendations: key phrases, chat duty rules and confirmation templates.
Who it's for
Restaurants with a steady flow of bookings, hotels and guesthouses, beauty salons and clinics that work by appointment, and car dealerships where a phone call is often the first step towards a purchase. Learn more about where bookings get lost in our article “Telegram bookings: where restaurants lose guests”.
FAQ
Do you check responses at night and at weekends?
Yes, if that's part of your brief. The scenario sets the time and channels of contact.
Can you check Telegram only?
Yes. You choose the channel, but we recommend checking at least two, because guests use different ones.