Interaction
The interaction configuration allows businesses to enable features like appointment cancellation and a chatbox, giving customers more control and flexibility during their service experience. These options reduce frustration by letting customers easily adjust their appointments or communicate directly with support, while also helping organizations minimize missed visits, improve efficiency, and strengthen customer engagement.
Business Benefits
- Repair Services: Allow customers to cancel scheduled repair visits directly using the tracking interface.
- Maintenance Services: Provide cancellation flexibility for preventive maintenance appointments.
- Installation Services: Restrict cancellation to ensure allocated resources and equipment are used efficiently.
- Improves customer experience by offering self-service cancellation for selected activity types.
- Reduces call center workload by minimizing manual cancellation requests.
- Enhances operational control by preventing cancellations for activities where advance preparation or resources have been committed.
Use Cases
Cancel option
- Reduce No-Shows
- Scenario: A customer realizes they won’t be available during the scheduled window.
- Benefit: Instead of a mobile worker arriving to a locked door, the customer can cancel in advance, freeing up resources.
- Improve Scheduling Flexibility
- Scenario: A customer cancels a job the morning of assignment, allowing dispatch to reassign the technician to another appointment.
- Benefit: Maximizes productivity and reduces wasted travel time.
- Lower Call Center Volume
- Scenario: Customers cancel directly in WMT instead of calling.
- Benefit: Reduces inbound support calls and saves operational costs.
Chatbot Option
- Real-Time Customer Support
- Scenario: A customer has questions about prep steps (for example, “Do I need to unplug my appliance?”).
- Benefit: Chat enables instant answers, reducing confusion and ensuring readiness.
- Deflect Calls to Digital Channels
- Scenario: Customers prefer to chat instead of calling customer service.
- Benefit: Lowers phone support volume and improves efficiency.
- Assist During Delays
- Scenario: Technician is delayed, and the customer wants details.
- Benefit: Chatbot provides quick clarification without frustration or long hold times.
- Upsell or Cross-Sell Services
- Scenario: During the chat, the agent suggests add-on services (for example, extended warranty, maintenance plan).
- Benefit: Turns support into a sales opportunity.
- Accessibility and Convenience
- Scenario: Customers who can’t call (for example, at work, hearing-impaired) can still communicate easily.
- Benefit: Expands service inclusivity and improves customer experience.