The phone rings after every install
The install went well. A week later the customer rings because the app will not connect after they changed their broadband router. The next day someone else rings because their car did not charge overnight, and it turns out the car's own schedule was fighting the charger's. Then someone wants to know how to set up their energy tariff's smart charging. None of these is a fault in your work, and all of them land on the same office phone that customers use to book installs.
Why customers ring you first
You are the name on the invoice and the person who was standing on their drive. The manufacturer's help is a long web page, the car maker's app has its own settings, and the energy supplier has another. The customer does not know which of the four is the problem, so they ring the one with a friendly phone number.
- Customers were not given anything model-specific to keep after handover.
- Router changes, Wi-Fi passwords and weak signal at the charger are common causes.
- Car schedules, charger schedules and tariff apps conflict with each other.
- The office has no quick way to see which charger model the customer has.
- Genuine faults and app questions arrive by the same route, mixed together.
What the calls take away
Office time that should go on booking and quoting goes on talking people through apps. Engineers get sent to sites for problems that were settings. Real faults wait behind a queue of routine questions. And customers who could have fixed it in two minutes, if someone had shown them where to look, wait a day for a call back and leave a review mentioning it.
The support desk we set up
- We write short, model-specific help pages for the chargers you fit: reconnecting to new Wi-Fi, checking schedules, what the lights mean, where to find the serial. Each one is checked by your team before it goes live.
- At handover the customer gets a link to their charger's page, recorded against their job, by email or text.
- An assistant on your website and by text answers questions using only those pages. It says when it does not know, and it never suggests anything inside the unit or the board.
- If the question needs a person, the assistant collects the details first: postcode, charger model, what the lights show, what they have tried, photos. That becomes a ticket.
- Tickets are routed by your rules: settings help to the office, suspected faults to an engineer's queue, suspected unit faults to a manufacturer return case.
- A monthly report lists the most common questions, so the help pages and the handover explanation get better.
| Type of call | Handled now | Handled with the desk |
|---|---|---|
| Wi-Fi reconnection | Office talks them through | Help page or assistant |
| Overnight charge did not start | Engineer sometimes sent | Checklist first, ticket if needed |
| Tariff smart charging setup | Office guesses | Model-specific page |
| Suspected unit fault | Mixed in with the rest | Ticket with details and photos |
The assistant is built on OpenAI or Anthropic Claude and restricted to your content. It is there for app and settings questions only and hands anything else to a person.
A quieter office phone
Customers find the answer to routine questions themselves, often in the evening when your office is shut. The calls that reach a person already have the model, the symptoms and the photos attached. Engineers go out to genuine faults. And the handover conversation improves, because you know which three things everyone asks about later.
Signs this is your problem
- Most post-install calls are about apps, Wi-Fi or schedules.
- Engineers have gone out and found only a settings issue.
- Customers were given nothing model-specific at handover.
- Genuine faults wait in the same queue as routine questions.
- Nobody tracks what customers ask most often.