Customer Service Workflows

Answering a customer question in one call rather than promising to check and calling back.

The common question

A customer wants to know whether their unit arrived, when it left, or where it is now. The fastest reliable route:

1. Ask for the full identifier.
2. Open Assets, widen the date range, and search it.
3. Read back the observation time, theits sitetimezone and the direction.site. Explain the direction only where the record or site configuration supports it.
4. If the customer disputes it, open the record and describe whatreview the image shows.where available. Explain any missing or redacted evidence.

Answering from an assistant

ForAn assistant lets a service desk,desk an assistant is usually faster than the interface becauseask the question canin beplain askedlanguage and request the waysupporting record in the customersame asked it.conversation.

Using SiteTrax.io, when was container MSCU1234567 last observed, at which site, and in which direction?

You can also ask the assistant to draft a customer response using the confirmed observation time, project, direction and record link. Review the evidence and wording before sending it. Drafting does not send a message to the customer.

Ask the assistant directly for a concise answer, or for the answer plus supporting evidence when explaining a result to a customer. The response-style preference saved in your Intelligence profile is not supplied through the public MCP profile tool.

What to say when there is no record

Be precise, because the distinction matters to the customer.

• Accurate: we have no observation of that unit at that site in that period.
• Not supported by the data: the unit was never here.

Then widen the date range, confirm the identifier, and check whether the site is one your account can see.

Watch out for

• DoTranslate notthe readtype and status together. An unreadable identifier, a statusfailed codecheck-digit tovalidation and an identifier absent from a customer.supplied Translatelist it.mean Adifferent failedthings. readNone meansof them alone proves damage or another physical event involving the camera could not resolve the number, not that anything happened to their unit.
• Check the image before committing to an answer that will be quoted back to you.
• Redaction settings can withhold an image while the operational metadata is still available.