Services
The recipient calls to ask when and where the courier will arrive, while the courier cannot find the entrance. Calls go back and forth between the driver and recipient, delaying the delivery. The assistant clarifies the time and address, records any notes and passes them to your team.
The customer calls, iCall answers
Where will my parcel go if the courier can't find the entrance at my address?
I'll add a note about the entrance. Delivery is tomorrow between 12:00 and 18:00. Can you confirm the exact address?
Yes. The entrance is through the courtyard. Please add that.
On screen: Address note recorded
Tomorrow, 12:00 to 18:00 · Entrance through the courtyard
Example of an outbound call when it is switched on
Hello, the courier will arrive tomorrow between 14:00 and 16:00. Will you be home then?
No, I'll be at work at 15:00. Could they come after 17:00?
I'll put in a request for delivery after 17:00. The courier will need to confirm what time is possible.
On screen: Time change awaiting confirmation
Preferred time: tomorrow, after 17:00
It records the address and contacts the recipient. Your team confirms the final delivery status. The assistant never invents it.
After the agreed number of attempts, the assistant leaves the delivery marked “Awaiting clarification” and lets you know.
Only using the rates you provide. Otherwise, the assistant transfers the customer to your team.
This is an example of a fictional business.