Towbook’s Roadside.io solution, combined with our customer survey feature, delivers the latest customer experience capabilities to your fingertips, allowing you to provide an “Uber-like” experience for your customers.
With Roadside.io, you have the option of sharing info with customers while the service is in progress, helping customers understand what’s happening with their service without having to call you for an update. You even have the option of sending the customer a satisfaction survey once the job is complete. Roadside.io makes it simple for someone like a family member, who may not be with the vehicle, to monitor progress from wherever they’re located.
With the click of a button in Towbook, an invite is sent to customers by text or email. All they have to do is select the link to use Roadside.io on their smartphone or on a computer. We give you the option to share important information related to the job, but you control what data is shared with customers.
Roadside.io and Customer Surveys are available in our Ultimate Plus plan.
Activating Roadside.io on a call in Towbook
To activate Roadside.io on a call, there must be a valid mobile phone number or email address on the call. Once you’ve got a mobile number or email address in the contact on the call simply, modify the call and select the invite icon (see Figure 1). This opens the invite window, so you can start Roadside.io for your customer (see Figure 2).
Figure 1 Figure 2
The Customer Experience with Roadside.io
Listed below is an example of what your customer will see when using Roadside.io, and what they see when you send the customer survey.
Here are a few highlights of the options you can choose from in the Roadside.io solution, these are options, and none are required.
Brand Recognition. Customers can see your company name and logo, so they know who’s coming to help.
Locate Customers. Ask customers to share their location if they don’t know where they are.
Share Status. Share the status of the call if you want, helping them understand progress without calling.
See Drivers. Allow customers to see the location of the assigned driver on a map once the driver is en-route.
Call Dispatch/Driver. If your company invites customers to call your dispatchers or drivers, you can activate a link that will automatically dial your dispatcher or their driver.
Roadside.io Setup
To update what information is available to your customers in Roadside.io, go to "Settings" in Towbook → Click on "Dispatching" → Select "Roadside.io." On the settings page, you will see the options for what to include for customers on Roadside.io, and you will see that you can configure up to 3 of your own customer survey questions.
Roadside.io and Customer Surveys are available in our Ultimate Plus plan.