Meet the support team
Eleven people, four time zones, a median first reply of nine minutes. Who they are and how they work...
When a dispatcher rings, it is because something is wrong at seven in the morning and forty technicians are waiting. Support is not a cost centre here. It is the product, on the phone.
Who they are
Eleven people. Six of them dispatched before they joined us, for plumbers, electricians and one lift company. The others came from support roles at other operations software. Nobody reads from a script.
How they work
- Phone and chat, six in the morning to eight at night, in the customer's time zone.
- Median first reply: nine minutes. Median resolution: forty.
- Every conversation is tagged, and the tags go to the product team every Monday. Offline mode came from those tags.
What they will not do
Pass you to a bot, ask you to file a ticket, or tell you the problem is on your side without having looked.
Say hello
The number is on every page of the app, under Help. Or write to support, and a person answers.
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Forty pages on what nine hundred companies charge, how they schedule and where the hours go. Free, by email.
Sam Okafor
Runs marketing at Kiosk, and dispatched for a lift company before that. Writes the customer stories and the survey.
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Scheduling and dispatch for field-service companies. Product news, customer stories with numbers, and guides for dispatchers.
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