Twilio · A short read

The technician is late. Who tells the customer?

A changed arrival window needs a truthful update, a place for the reply, and a person who can act.

A note from the studio

A garage-door customer was promised noon to two. At one thirty, the technician is still across town. Dispatch knows the route has slipped, but the customer is still waiting at home without an update.

Where we would start

At one thirty, dispatch already knows the noon-to-two window is slipping. The customer should hear a time the office can stand behind, with a way to reply if it no longer works. That reply needs to reach the person who can change the job.

Does this sound like your week?

Fix late customer updates