Services
Customers describe the problem, try to remember the model and leave out details. Service staff enter the same job in two places, and technicians sometimes arrive at the wrong address. The assistant records the device, problem and address in order, then passes the details to your team so the customer does not have to explain everything again.
The customer calls, iCall answers
Hi, my washing machine isn't spinning the water out, and the drum stops.
I see. What model is it, and where do you live? Would you like a technician today or tomorrow?
It's a Samsung. I live in Vake. Tomorrow would work.
On screen: Technician visit requested
Washing machine · Vake · Preferred time: tomorrow
Example of an outbound call when it is switched on
Hello, a technician is coming tomorrow morning to check your washing machine. Will you be home?
Yes, I will. Roughly what time?
The technician will arrive between 10:00 and 13:00. They'll call you before the visit.
On screen: Technician visit confirmed
Tomorrow, 10:00 to 13:00 · Vake
No. The assistant records the problem and arranges a visit. The technician diagnoses the fault and sets the repair price.
The assistant records this and explains the warranty terms according to your policy. Your team makes the decision.
The assistant asks what is written on the device's label and passes that information to the technician. It does not identify the model itself.
This is an example of a fictional business.