Every customer question answered from your own record

• Understand the question as it is asked

  A voice note in Gulf Arabic, a photo of a delivery note, English and Arabic in one line, Arabic written in Latin letters: each is read for what the customer wants to know.

• Find the customer, whatever number they write from

  A buyer writing from a new phone, a driver for a contractor, a branch manager: each is matched to the account and its open orders before anything is said.

• Answer at night and on Fridays

  Questions sent after the office closes, at the weekend or in the shorter Ramadan days get their answer then, not on the next working morning.

• Give everyone the same answer

  The customer, their salesman and your branch hear the same date, because all three are answered from the same record.

See orders and confirmations→

A contractor's site engineer sends a voice note in Arabic late on a Thursday asking whether the rebar arrives on Saturday; the agent finds the contractor's account from the site and the open order, reads the delivery plan and answers in Arabic; the customer service lead sees it on Sunday's list; the engineer has the time and the driver's name.

Voice note, late Thursday

A site engineer, in Arabic

Agent

Inquiry

• Finds the account from the site
• Reads the delivery plan
• Answers in Arabic

Customer service lead sees it

On Sunday's list

AnsweredLogged

Engineer told

The time and the driver's name

• Answer price and availability

  The customer's own price and what is on the shelf at their branch, read from the price list and the stock, not from memory.

• Repeat the last order

  "Same as last time" is read as the customer's last order, shown back to them line by line before anything is placed.

• Bring customers to the company number

  Customers who write to a salesman's own phone are moved to the company's number, with the salesman still in the conversation, so the history stays with you.

• Brief the salesman before a visit

  Before the call, the salesman gets the customer's open questions, late orders and complaints, on one page.

See quotes and bookings→

A supermarket's buyer asks a salesman on WhatsApp for the price of the large tins and whether there are two hundred cases; the agent reads the customer's price list and the branch's stock and answers in the salesman's name; the salesman approves the reply above his threshold; the buyer has the price and the stock the same minute.

Price and stock asked

A supermarket buyer, to a salesman

Agent

Sales inquiry

• Reads the customer's price list
• Reads the branch's stock
• Drafts the reply

Salesman approves

Above his threshold

SentLogged

Buyer answered

Price and stock together

• The statement as of today

  What is open, what has been paid and what is due next, taken from the ledger on the day it is asked for, in the customer's own references.

• Copies of any paper

  An invoice, a credit note, the delivery note signed at the door: found by any reference the customer gives and sent as it was issued.

• Certificates by batch or shipment

  A certificate of analysis, of origin or of conformity, matched to the batch or the shipment the customer bought, not the latest one on file.

• Explain a charge

  A line on an invoice the customer does not recognise is explained from the order, the price list and the delivery it came from.

See collections→

A hotel group's purchasing office emails for last month's invoices and the certificate of origin for one shipment; the agent finds the invoices by the hotel group's own order numbers and the certificate by the shipment; the accounts assistant checks the pack; the hotel group gets everything in one email.

Papers asked for

A hotel group, by email

Agent

Documents

• Finds the invoices by their numbers
• Finds the certificate by shipment
• Puts them in one pack

Accounts assistant checks

The pack before it goes

CheckedSent

Everything in one email

Their references, not yours

• Log it with the evidence

  The photos, the delivery note and the order are kept with the complaint from its first message.

• Give it an owner and a date

  Each complaint goes to the person who can settle it, with the date your policy sets for an answer.

• Keep the customer told

  The customer hears who has it and when to expect an answer, and hears again if that changes.

• Flag the pattern

  The same complaint from several customers, a product, a route or a driver, reaches the manager who can fix the cause.

A restaurant writes that a carton of oil came leaking, with two photos; the agent logs the complaint with the photos and the delivery note, sees two more about the same batch this week and gives it to the quality lead with the date; the quality lead approves a replacement; the restaurant is told who has it and when the replacement comes.

Leaking carton

A restaurant, with two photos

Agent

Complaint

• Logs it with the delivery note
• Sees two more on the batch
• Gives it an owner and a date

Quality lead approves

A replacement

ApprovedLogged

Restaurant told

Who has it and when