Smart Support is an amazing additional service inside DeliverLogic that lets your team become more efficient while also providing much better customer service due to our calls and messaging center.
This service allows you to quickly handle Customer, Driver AND Restaurant issues or questions very quickly. Due to our organized Queue system as well as Dispatcher/Placer/Manager status which can tell you real-time information if said user is currently busy or not, you are able to make quick management decisions to make sure your team is being utilized to its fullest potential.

Removing frictions of more manual steps that you have to cover without Smart Support makes it a really easy decision to add something like this to your arsenal of services and boost your efficiency!

If you would rather like to see a quick video about the subject, scroll to the bottom of this article.

• The main section of the Smart Support system that you will need to know are:

  • “Enter Order Number” field - allows you to quickly look up any order through a number a customer gives you when they inquire about it over the phone or text message.

  • “Enter Phone Number” field - allows you to CALL or TEXT a customer on any specific number you input in the field. (This can be used for Driver and Restaurant communications as well)

  • Dashboard - this area will let you see a variety of different tags and labels to sort out your calls based on priority or the current role of the signed in user.

The dashboard will include several sections that will help you stay organized and on top of your call center.

Incoming Queue will have all the numbers that are currently calling or are waiting in line to be answered to.

Global Queue will include all active calls that are currently being handled either by you or your team members, their status, notes and which customer/driver/restaurant is in question.

My Queue will show any ongoing or on hold calls that you have under your user account at the moment.

Agents tab will display information about your team members as well as a tag of “Busy” in case they are currently handling any customer inquirines at the moment.

• Now this section will let you Select or Remove certain TYPES of calls to show up on your dashboard. So for example, in case you have Order Placer roles in your team they would only have to select Customer and Restaurant tags in order to have access to calls that customers inquire about and then the Restaurant numbers in case an order that they placed needs to be altered by either the Customer or the Restaurant while the order is “live” or “in progress”. You can toggle them on/off whenever you need to, so don’t worry if you activate any of these by accident.

FOR MESSAGES, please use the Chats BW (New) tab since the Chats (Old) will not function.

When placing people on HOLD once you already have answered a call, do not mistake it with a completely ended call. You can still work on whatever it is you need like contacting a restaurant/driver or anything else but you will have to navigate back to “My Queue” in order to open the call that’s on HOLD back up.

If you are NOT on a DeliverClub plan you will be able to utilize Smart Support right away.
But if you ARE on a DeliverClub plan, we will have to manually adjust settings for you.