Communicating with Customers and Helpers

Most updates to customers and helpers are automated within the Muvr platform. Direct communication is mainly for clarifying specific details or addressing unique situations. Here’s how to communicate effectively when needed:

1. When to Communicate:

   • Use in-app messaging or calling only when necessary, such as:

     • Clarifying unclear instructions (e.g., where to deliver items).

     • Reporting access issues (e.g., locked gates or no entry).

     • Confirming item details that differ from the order.

2. Using In-App Messaging:

   • Tap Message Customer in the order details.

   • Keep messages brief, polite, and focused on the issue.

3. Using In-App Calls:

   • Tap Call Customer if immediate clarification is required.

   • Maintain a professional tone and confirm the conversation details in the app if needed.

1. In-App Tools:

   • Tap Message Helper or Call Helper in the order details to connect with your assigned team member.

2. What to Discuss:

   • Review roles and responsibilities for the order (e.g., who handles heavier items).

   • Share customer-specific instructions, such as delivery location or handling notes.

   • Align on how to manage challenges, like stairs or tight spaces.

• Let Automation Handle Updates:

  • ETA, arrival, and order status updates are sent automatically to customers. No need to provide these manually.

• Focus Communication on Exceptions:

  • Only contact customers or helpers for issues outside the standard process, such as unexpected delays or discrepancies.

• Keep It Professional:

  • Always use respectful language and focus on resolving the issue efficiently.

• Confirm special instructions before arriving at the location.

• Use in-app communication tools to keep all conversations secure and documented.

• Coordinate early with your helper to ensure a smooth workflow.

By relying on Muvr’s automation for routine updates and focusing communication on unique situations, you can handle orders efficiently and maintain professionalism.