Use Cases for New Inquiry & Resolution Options

Whenever Schedule Engine handles a Live Voice interaction, we will automatically send you a summary email classified by the list of items below.


We have recently updated all of these to more closely fit the types of bookings you receive and make filtering on your end much easier. For more details on email filtering, visit the article below:


Managing Notifications

Appointment Types

Appointment calls/chats are when a customer is specifically looking to book a new appointment or looking for help with an upcoming booked appointment. 


  • Cancellation: when a customer wants to cancel an upcoming booked appointment

  • Reschedule: when a customer wants to reschedule an upcoming booked appointment

  • Bookable Lead: when your company offers the service and the customer is qualified, but we are unable to book it (your company doesn't want certain job types booked through the widget, technical problems with creating the booking, etc.)

  • No Availability: when the customer and job type are qualified, but there is no availability on the calendar

  • No Service: when the customer or job type are not qualified / applicable for your company (Customer asks for plumbing services and you only do electrical services)


Inquiry Types

The Inquiry option will only be used when your customer wants help outside of these 3 options:

  1. booking
  2. rescheduling
  3. canceling 


These are not bookable jobs and will simply send an email to your team with the request and be classified by the Inquiry options below:


  • Membership: when a customer wants help with or information about memberships

  • Pricing/Financing: when a customer has questions about pricing, financing, estimates, etc., and is not willing to book an appointment before their questions are answered

  • Billing: when a customer has questions about a past bill, invoice, etc. Questions about future costs should go into pricing/financing

  • General: when a customer has a general question or request that doesn’t fit within the other categories

  • Complaint: when a customer has a complaint about the business or service offered

  • Recruiting: when a customer is inquiring about a job with your company


Other

The Other option will be used for any call/chat that we are unable to categorize. We use this only when absolutely necessary.


  • Abandoned: when a call/chat disconnects (or a customer hangs up) before the agent gets enough information to choose another category

  • Test: when your team or internal Schedule Engine employees place a test call/chat. May also be used if a you write in to give instructions to our agents (e.g., informing us they aren’t open that day, etc.)

  • Spam: when a robodial, advertising, or scam call/chat comes through. We use this option with caution



Bookings

When our Schedule Engine agent books a customer an appointment through the booking widget, Remote Assist, or an Escalation, the Inquiry and Resolution options will be filled in automatically with options that are specific to bookings themselves. 


Widget Bookings

  • Inquiry: Booked Appointment
  • Resolution: Job type linked to option chosen in the widget


Escalations

  • Inquiry: Booked Escalation Job
  • Resolution: Service (based on set up in Schedule Engine Escalation Dashboard)


Remote Assist

  • Inquiry: Booked via Remote Assist
  • Resolution: Trade Type

Multiple Topic Interactions

There will always be situations where an interaction with a customer could fall into one or more categories. Generally, in these instances the our Schedule Engine agents will be choosing between either an appointment type or an inquiry. In these situations, we always want to put ourselves in the shoes of your CSRs and choose the option that informs you of the most important part of the interaction with your customer.


Example 1:

A customer wants to reschedule their appointment to next week, but also has some questions about fees. The most important thing your team needs to know is that the customer wants to reschedule. If you miss this, your team could show up at the wrong time. Therefore, our Schedule Engine agent will choose Appointment > Reschedule, and simply put the notes about fees in the General Notes, and if necessary, select “requested follow up” so your team knows this customer wants to speak to someone about it as soon as possible.


Example 2: 

A customer’s membership is coming up for renewal and they want to know if there are any options or promotions on to reduce the membership costs. Technically, this could be a membership, billing, or pricing resolution. However, the most important thing here is securing their membership renewal. Our Schedule Engine agent will choose Inquiry > Membership and put their pricing/ questions in the notes.