Reps on product/order lines: what's your process when the customer can't tell you exactly what they need?
Quick disclosure: I’m working on an idea for a tool for support reps and created a short concept video. Nothing to sell; it doesn't exist yet, and I haven't decided if it's worth building. Asking here, as you're the ones that would actually have to use it.
I'm hearing the same kind of contact all the time. People call or message to order or replace something, but they have only a vague idea of what it is. Half a part number, "the one that goes with my old model," that sort of thing. So you have to find out what they have, what fits, if it’s still in stock, and what else they need.
The idea is an assistant, ideally in the tools you already have, that picks up what the customer says in a call or chat, tells you what you still need to ask, and suggests what fits. You look it over and decide.
Video: https://youtu.be/-S-tqKDujpU
This is simulation with fake data, not real software.” The example is an order of insulation, but it is typical of any large product catalog.
If you handle these:
- What happened on the last one? How did you figure out what they had and what fit?
- Where does it go wrong most, if ever: wrong model, out of stock or discontinued, or just taking forever to look up?
- What would make you not trust something like this?
If it never shows up in your job, or your current setup is working well, that's useful information too. And if you want to help poke holes in a rough mock-up later, just reply and let me know.