Before You Type
Chat already knows why you came, and shows where the fix failed.
The job
Greets every affected customer on the first chat reply with the known issue, an honest estimate of the fix time and a follow button. After the fix, maps exactly where it didn't hold, reopens those areas and sends a crew back.
The moment
During an outage, customers who open chat see the known issue on the first reply, with an honest estimate of when it will be fixed and a button to follow updates.
Twenty minutes after the issue is marked fixed, the map lights up one block: 23 "still seeing it" taps and 9 new tickets, all from the same three streets.
One click reopens that area and sends a crew, which is back within the hour.
71% of people tapped to confirm that was why they had come, then left. That avoided 4,100 contacts and saved $61,500 compared with the last outage, which had no issue card.
What it does
- Publish a known-issue card
- Flip to fixed and tell followers
- Reopen an area and send a crew
- Log taps from customers
What you see
A known-issue card on the customer's first reply (chat widget) plus an internal desk whose centrepiece is a "fix did not hold" map
What it moves
Contacts about the problem per incident compared with the last similar incident, the share of chats the AI handles during incidents, and dollars saved, which is contacts avoided times the cost of each contact.
Built for
- Product & digital
- Frontline staff
- Branch, store & field managers
- Citizens & customers
