peter Support
Scorecard
Discovery
Closing
Objections
Overall
Conversation Metrics
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Talk/Listen Ratio
Ideal: 40-60%
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Questions Asked
Ideal: 10+
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Longest Monologue
Ideal: <2 min
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Filler Words
Ideal: <10
613m
Duration
AI Coaching Summary
This was a customer support call where an angry restaurant owner (Peter) confronted Shipday team about technical issues during onboarding that resulted in disrupted integrations, double billing, and operational problems. The team investigated and discovered Toast (POS system) made unauthorized changes to the customer's account.
Coaching Moments
Should have contacted customer immediately when issues arose
Need better coordination protocols with Toast to prevent unauthorized changes
Implement safeguards to prevent double charging during upgrades
Pain Points Identified
Grubhub orders stopped printing to kitchen after onboarding
“None of my Grubhub orders now send to my kitchen”
Double charged $99 within 72 hours
“you guys hit me up for another $99 in a matter of 72 hours, and it came out of my bank again”
Unauthorized Uber Eats subscription added without consent
“I am somehow signed up at $30 a month with Uber Eats, and my subscription to the Grubhub integration disappears”
Gift card system stopped working
“we could not actually redeem the gift card in real time to the Toast platform”
Objections Handled
System integration caused operational disruptions
Sentiment Trajectory
Transcript
I will send you an invite to a different room so you can join.
I wish I wish I had like earphones.
But let me see if I can turn my volume up a little.
All right, I'm at a hundred percent.
Okay.
Julia, Shipdays, and man, I'm not going to answer.
How many people are joining this conversation?
Oh, I'm trying to move you to a different room.
Did you receive the invite to move you to the room one?
Number one?