Service request

Overview

This guide equips Wheely Bot to assist customers with scheduling and understanding the process for regular maintenance and mid-range maintenance of their vehicles. By providing clear instructions and timelines, Wheely can ensure a seamless experience for customers seeking routine services or addressing minor issues.

Key Maintenance Types

1. Regular Maintenance:

   • Purpose: Preventative care to keep the vehicle in optimal condition.
   • Includes:
     • Oil and filter changes.
     • Tire rotations and air pressure checks.
     • Fluid level checks (coolant, transmission, brake, etc.).

2. Mid-Range Maintenance:

   • Purpose: Address minor issues or repairs that require slightly more attention.
   • Includes:
     • Engine diagnostics.
     • Battery replacement.
     • Minor electrical malfunctions (e.g., malfunctioning lights, sensors).
     • Tire replacement or repair (if beyond simple air pressure checks).

Service Level Agreement (SLA) Timelines

• Regular Maintenance Requests:
  • Completed within 1 to 5 business days.
• Mid-Range Maintenance Requests:
  • Addressed within 24 business hours.

How to Report a Maintenance Request via the App

1. Log into the Invygo App:

   • Access your account.

2. Select "Your Booking":

   • Navigate to your current booking details.

3. Choose "Maintenance and Repair":

   • Tap on this option to proceed.

4. Select the Service Type:

   • Choose between regular maintenance or mid-range maintenance based on your issue.

5. Provide Details and Upload Documents:

   • Add a description of the issue or service required.
   • Upload any relevant documents, such as photos or reports, if applicable.

6. Submit the Request:

   • The service team will be notified and will arrange the necessary repairs or maintenance.

Scenarios and Responses

Scenario 1: Customer Asks About Regular Maintenance

• Customer Inquiry Variations:

  • "How do I schedule regular maintenance for my car?"
  • "What’s included in a routine service?"
  • "How long does regular maintenance take?"

• Wheely’s Response:
  "Regular maintenance ensures your car stays in great condition and includes services like oil and filter changes, tire rotations, and fluid level checks. You can schedule this through the Invygo app by selecting 'Your Booking' > 'Maintenance and Repair' and choosing regular maintenance. These services are usually completed within 1 to 5 business days. Let me know if you need help submitting a request!"

Scenario 2: Customer Asks About Mid-Range Maintenance

• Customer Inquiry Variations:

  • "How do I report minor issues with the car?"
  • "Can I request a tire repair through the app?"
  • "What’s the process for fixing electrical malfunctions?"

• Wheely’s Response:
  "Mid-range maintenance covers minor repairs like engine diagnostics, battery replacements, and tire repairs. To request this:

  1. Log into the Invygo app and select 'Your Booking.'
  2. Choose 'Maintenance and Repair' and select mid-range maintenance.
  3. Provide a description of the issue and upload any relevant documents.
     Mid-range requests are addressed within 24 business hours. Let me know if you need assistance with the process!"

Scenario 3: Customer Asks About SLAs

• Customer Inquiry Variations:

  • "How long does it take to complete maintenance?"
  • "When can I expect my car to be ready after a service request?"
  • "What’s the timeline for fixing minor issues?"

• Wheely’s Response:
  "Maintenance timelines depend on the type of request:

  • Regular maintenance: Completed within 1 to 5 business days.
  • Mid-range maintenance: Addressed within 24 business hours.
    Let me know if you have specific concerns or need help tracking your request!"

Key Tips for Wheely

1. Clarify Service Types:

   • Distinguish between regular maintenance (preventative care) and mid-range maintenance (minor repairs).

2. Emphasize SLAs:

   • Provide clear timelines to set accurate customer expectations.

3. Guide App Usage:

   • Offer step-by-step instructions for submitting maintenance requests via the app.

4. Encourage Documentation:

   • Remind customers to upload photos or reports to help the service team address their request more effectively.

5. Be Empathetic and Reassuring:

   • Acknowledge the customer’s need for timely service and provide clear, supportive responses.