Phone in Funnel – Phone Call Procedure (Tech)
Best Practices and Flow Chart:
FAQs:
1. What should the Fulfillment status be:
a. Call Connected, assistance provided, issue resolved – Fulfillment = YES
b. Call Connected, assistance provided, issue not resolved – Fulfillment = YES
c. Call Connected, assistance provided, mid-way customer wishes to switch to chat – Fulfillment = YES
d. Call/s attempted and Voicemail left, later solution provided in chat and/or remote – Fulfillment = NO
e. Call/s attempted, no Voicemail option, later solution provided in chat and/or remote – Fulfillment = NO
f. Call Connected, Customer mentions at the beginning that the issue is already resolved / doesn’t need further assistance – Fulfillment = NO
g. Call Connected, Customer only discussed cancellation/refund – Fulfillment = NO
h. Call Connected, assistance provided, customer further discussed cancellation/refund – Fulfillment = YES
2. Should I fill the fulfillment form immediately after the third attempt?
Ans: Yes, if you were able to connect with the customer or if you were not able to connect but you shared the generic answer;
No, if you were not able to connect across all the three attempts and you have shared a generic answer via chat, however if you
wish to wait for few hours/until the end of your shift to see if the customer returns for a call. Do not forget to fill it eventually
before the form expires.
3. Should I leave a message on the chat even when I leave a voicemail?
Ans: Yes, irrespective of whether you are able to leave a voicemail or not, always leave a message on the chat during the first attempt
to let the customer know that you attempted to call.
4. Should I leave voicemail the second or third time?
And: No, Voicemail should be left only once, on the first available opportunity.
5. If the Customer starts to chat in between of a phone call, what should I do?
Ans: In such cases, always try to bring the customer back to the conversation on the call. unless customer explicitly wants to continue
on the chat.
6. If you are unable to connect with the customer on the call post all attempts, should you give a generic answer with all steps at once?
Ans: In such cases, if the customer is engaged via chat then follow the Step-by-Step process to assist the customer;
If the customer is not engaged via chat as well, then you can proceed with the generic answer. Always ask the customer to come back
in case of any questions. Express that you are there to assist further.
7. Can I accept another phone call request in between call attempts?
Ans: Yes, you should go ahead and service other customers. You can use Script # 3 crafted below in such cases to keep the previous
customer informed of the delay.
8. Can I accept the second opinion phone call request if I am handling or have myself handled the original question?
Ans: No, you should not accept the question for second opinion in such cases, let another expert handle it.
9. Can I accept two or more calls at a time?
And: No, you should accept only one call at a time, to not make other customers wait. Other experts may be able to service these
customers faster.
10. What if I get errors such as ‘An unexpected error prevented completion of action’ or ‘Call failed’ or ‘Unable to initiate a phone call at
this time’?
Ans: Always try again after a while. Try to converse with the customer over the chat by leaving a message. Try calling the customer
using five9. Ask for alternate number if required.
11. What do to do if after accepting the phone call I get an error "Lock failed: Another expert currently holds a lock on this question."
Ans: If this happens for Phone in funnel it means the request was accepted by another expert. You can move to the next question.
If this happens for SPS, in most cases, the questions get unlocked after 15-30 mins, so try again. This is not a bug, it’s by design.
12. What should I do if I am unable to reply to the question after accepting phone call request?
Ans: If question is locked, then wait and see if it unlocks. If it is still locked or doesn’t allow you to reply, this might mean that
meanwhile the request was possibly cancelled. At times, the customer initiates phone call but later cancels it for XYZ reason.
13. Do phone in funnel requests expire?
Ans: YES, Currently the phone in funnel requests expire after 24 hrs, if not accepted.
14. Do phone in funnel requests convert to chat?
Ans: YES, Currently the phone in funnel requests convert to chat after 24 hrs, if not accepted.
15. Can the Expert get to know the time when the phone call request was posted?
Ans: NO, this is not shown currently by design and choice.
Scripts (Voicemail / Message):
1. Call Opening example: Hello! I'm _______ from JustAnswer. I'm calling you following the phone call request you made. Today, I will try my
best to work along with you to address/resolve [issue].
2. If the Customer entered wrong phone number in Twilio
Message: Hi, this is ______ from JustAnswer. I attempted to call you, but the call did not go through. Can you kindly provide your phone
number (or alternate phone number) so that I can attempt again? Thank you and I hope to speak to you soon.
3. If you get through to the voicemail. Also leave a message on the chat.
Voicemail: Hi I'm ___, a tech Expert at JustAnswer. I'm calling to answer your question about ___. I was unable to reach you on the phone but
will attempt again shortly. You can also message me on the question page. Thank you and hope to speak soon.
Message: Hi I'm ___, a tech Expert at JustAnswer. I called you with regards to your question about ________, however left a voicemail. Since I
was unable to reach you on the phone, I will attempt again shortly. You can also message me on the question page. Thank you and hope to
speak soon.
4. Delay in calling the customer between attempts (Previous attempt was already made and you informed the customer that you
will call again within XX minutes)
Message: Hi! I was about to call you, however, I am on another call and apparently its taking longer than expected. I will do my best to call you
again at the earliest possible. Thank you for your patience and I hope to speak to you soon.
5. Call Closing example: I appreciate your time and patience. It was a pleasure to assist you. Thank you for choosing JustAnswer. Have a great
day!
