Retail
Order status, delivery time and the return policy come in as the same questions every day, and on busy days the team explains one status several times. The assistant answers these questions and records the preferred delivery time.
The customer calls, iCall answers
I placed an order yesterday, number 4471. Where is it?
My team will confirm the status of order 4471. I can record your preferred delivery time. When suits you?
Yes, tomorrow after 16:00 if possible?
On screen: Delivery time request recorded
Order 4471 · Preferred time: tomorrow, after 16:00 · To be confirmed
Example of an outbound call when it is switched on
Hello, I’m calling about order 4471. The courier will come tomorrow between 12:00 and 15:00. Which time suits you?
After 15:00, 16:00 would be better.
I’ll record the 16:00 request. The courier has to confirm whether that time is possible.
On screen: Time change to be confirmed
Order 4471 · Preferred time: tomorrow, 16:00
No. Personal information and order details are not released on a matching phone number alone.
Only under the rule you wrote. If there is no rule, the assistant records the request and your team makes the decision.
No. A live connection to the order system is not switched on at the moment, so the assistant does not guess a status. The request is recorded and your team confirms the status.
This is an example of a fictional business.