Embedded Files
Scenario 1: General Inquiry
Description: The customer's inquiry is very straightforward, and all that is required is to provide the information simply.
Example: Cab Capacity
Interaction Flow and Contact Reason:
Your answer should clarify the capacity and include the related policy: "Capacity & Luggage."
The contact reason will be General Inquiries → Terms & Conditions → Capacity Policy because the main concern was the capacity, not the luggage.
Scenario 2: A request led to an action
Description: The customer requested a specific action, and you will proceed with it based on a condition (safe time, availability, etc.)
Example: Ride Modification
Example: Ride Modification (Pickup Date).
Interaction Flow and Contact Reason:
You should update the pickup date.
The contact reason will be I want to modify my booking → Change Date → Done within safe time or Done out of safe time (based on the request time compared to the pickup time)
Scenario 3: Multiple requests should be handled with different actions.
Description: The customer had multiple requests, each requiring a separate action with two different contact reasons.
Example: Ride Modification (Pickup Time and Comment).
Interaction Flow and Contact Reason:
Your should update the time and leave a comment with the terminal number.
The contact reason will be I want to modify my booking → Change time (Keep same day) → Done within safe time or Done out of safe time Because the primary concern was rescheduling the time, not the comment.
Important Note:
You should select contact reason L3 as "Done out of safe time" if it was possible to modify the pickup time (by 1 hour, 6 hours, or 12 hours, depending on the ride type) after receiving approval from operations.
Scenario 4: A request can be fulfilled through two different actions, depending on the case.
Description: The customer requests can be fulfilled through different actions, depending on the case and feasibility.
Example: Ride Modification (Pickup Location).
Interaction Flow and Contact Reason:
You should update the customer comment with the new address, as long as the new location is in the same area as the original location.
The contact reason will be I want to modify my booking → Add/Modify comment → Address details Because the action taken is modifying the comment, not the location itself.
Scenario 5: An inquiry has two flows, depending on the outcome.
Description: The customer is inquiring about something, and the outcome has different probabilities that will lead to a specific flow.
Example: Confirming The Ride
Interaction Flow and Contact Reason:
First possibility: The ride is booked already
You should confirm all the ride details to the customer (Ride ID, pickup date and time, pickup and drop-off locations).
The contact reason will be I want to confirm my ride → Ride details → Confirm Pickup Time
Second possibility: The ride has not been booked
You should inform the customer that the ride was not booked and ask if he would like you to guide him on how to book it, or if he prefers you to book it for him
The contact reason will be I want to book → Guided customer to do it from their end Or Done from our side Based on the customer's preference
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