"Is my phone fixed?" answered from the ticket
Every status call pulls a tech off the board. The agent reads the ticket, says whether the part has come in, and takes the customer's yes when the tech finds a bent frame or a dead battery under the screen.
A customer calls about a phone, tablet or laptop that's in the shop.
Finds the ticket, reads the stage and the tech's note, records the approval on the call.
Approvals on the ticket in minutes, with no callbacks and no tools put down.
How it works
- Finds the ticket
By ticket number, phone number or name, and confirms the device, "the black Pixel 8 in for a charging port".
- Reads the stage
Waiting for parts, in diagnostics, on the bench, in testing, ready for pickup. Part arrival dates come from the supplier order.
- Reads what the tech found
A cracked frame under the screen, a swollen battery, liquid marks. The tech's note and price, read as written.
- Takes the go-ahead
Yes, no or just the original repair. The answer goes on the ticket with the time, and the tech is told straight away.
- Explains the warranty
If the device came back with the same problem, it reads your warranty terms and books it in as a warranty job.
- Sets up the ready text
The customer gets a text the moment the ticket moves to ready, with your pickup hours.
Example call
- CustomerHi, checking on my laptop. Ticket 4417.
- AI agentHi Mr. Bouchard. I have your Lenovo ThinkPad, in for a new battery. The battery is in, and Kyle left a note when he opened it.
- CustomerWhat did he find?
- AI agentThe cooling fan is clogged and grinding, which is likely why it was running hot. He's quoted 79 dollars to replace it while it's open, and it would still be ready tomorrow by noon.
- CustomerYeah, do the fan too.
- AI agentI've put your approval on ticket 4417 and told Kyle. You'll get a text when it's ready, and we're open until 7.
After the call: Ticket 4417 shows the fan approved by phone with the time, Kyle has the go-ahead without stopping to call, and Mr. Bouchard gets a ready text the moment the ticket changes.
What your team gets
- Approvals for extra work recorded on the ticket
- Techs told right away, so jobs don't wait on a callback
- Part arrival dates given from the supplier order
- Warranty returns booked in under the original ticket
- Ready texts sent the moment a ticket changes
Questions
Will it add a price the tech didn't write?
No. It reads the price on the ticket. If there's no price yet, it says the tech will call with one.
How does it make sure it's the right customer?
It matches the ticket number or phone number to the name on the ticket and describes the device before giving any status.
Can it tell a customer why a repair failed?
It reads the tech's note in plain words. Anything deeper goes to the tech with a message.
Hear it on your phone
Request a demo call and the agent phones you, set up for phone and computer repair like yours.