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Support Operators
Needs: Access to all relevant customer contact information, including order-specific phone numbers, to resolve issues efficiently.
Behaviors: Frequently interact with customers to address queries, complaints, and issues; rely on the Support/Admin Tool to track orders and resolve problems.
Pain Points: Current inability to access order-specific phone numbers leads to increased call handling times and customer frustration.
User Stories:
As a Support Operator, I need access to the order-specific phone number in the Support/Admin Tool so that I can quickly contact customers to resolve their issues.
Scenario: A customer reports a missing item from their delivery orderdriver cannot find the customer at the delivery address and ask Support to get in contact with the customer. The support operator looks up the order in the Support/Admin Tool but cannot find the order-specific phone number. As a result, the operator contacts the customer using the profile phone number, which goes unanswered. This leads to delays and , increased call handling times, and potentially loss on sales.
Customers
Needs: Quick and effective resolution of issues related to their orders, especially when they provide a specific phone number for that order.
Behaviors: Place orders through the Whitelabel App, sometimes using a different phone number than the one listed in their profile for specific orders.
Pain Points: Frustration due to delayed issue resolution when support teams cannot contact them on the provided order-specific phone number.
User Stories:
As a Customer, I want the support team to contact me on the phone number I provided for my order so that any issues can be resolved quickly and without hassle.
Scenario: A customer provides a different phone number for their order because their profile number is temporarily unavailable. When an issue arises, the support team calls the profile number, leading to miscommunication and a delay in resolving the issue.
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