Scheduling Remote Service
How to schedule remote appointments.
There are two ways to schedule a remote appointment, via our online appointment scheduler or manually on the technician’s Google Calendar.
Website Scheduling
When you go to our website to schedule an appointment you will land on a page similar to the one shown below.
For remote appointments, the location should be set to Greenville as the remote technicians work out of our Greenville Corporate office. If you select New Bern, it will not affect the outcome of scheduling the appointment so do not worry if you mark it this way.
Category should be either PC or Mac. Service will be set as Remote- PC/Mac. Unless specified, leave the Employee section as _any_ so the first available remote technician is selected.
Based on the issue being reported by the customer, if you believe one technician would be better suited to handle the issue select that technician from the Employee list.
Once you have these preliminary selections made, click the Next button. You will then be taken to the calendar showing you the available appointments for service.
The calendar will show appointments available in the current month. If the customer is requesting to schedule an appointment for the following month, click the round arrow button at the top right of the calendar to view the next month’s available appointments. The calendar will only show 30 days of appointments from the date you are currently on. If they need something scheduled further out they will need to call back or schedule on their own at a later time.
Once you and the customer have settled on the date and time they would like to have service, click on the time. This will take you to the appointment information page similar to the image below.
Fill in all the customer information. It is important that you double check the information entered as this is how we will contact the customer during the scheduled appointment.
Be clear when entering the problem description. For example, if the customer states the device has been running slow, ask some clarifying questions such as _when do you notice the device is at its slowest_ or _are you doing anything specific when you notice it being slow_? Then add the description appropriately based on their answers i.e., _device slow on start up_.
DO NOT leave the description blank or lacking information. For example, if the customer says their machine is not working, ask them clarifying questions. If they are unable to answer your questions or refuse to provide some description of the issue, use something along the lines of *_cx unable to provide specifics, troubleshoot based on tentative description_. *
For _“Please select staff member who helped you create this appointment”_, find your name on the list. If your name is not listed, select the corporate admin and send a message to Jesse S. (Vice President, IT) to update the website.
Click, Next to complete scheduling the appointment. If the appointment has been created you will be taken to a Thank You page as shown below. If you are taken back to the calendar, the appointment is no longer available and another date or time needs to be selected and the information reentered.
It is important to stay on the line with the customer until you get to the above screen. This will allow you to confirm the appointment has been scheduled or speak with the customer if you need to select another appointment time. This prevents you having to call the customer right back after disconnecting the call.
Manually Scheduling
In rare cases and for BizCare customers, you may need to manually create an appointment directly on the technician’s Google Calendar. You will need to have edit permissions for the technician’s calendar. If you do not have permissions, request it from the technician.
Once you have access to edit these calendars, click on the technician’s calendar on the date and time that you are scheduling the appointment for. This will cause an event pop-up to appear similar to the image below.
Where it says, Add title, enter Remote- Device Type- Cx/Business Name. For example, Remote- PC- University PC Care.
For the description field, enter the reason for the appointment (reported issues/concerns) as well as the point of contact (POC) and the best number to reach the POC. You can enter the number using the abbreviation _“cb#” _then the number. For example,
Device is running slow, suspects virus
POC Jesse S., cb# 252-558-1280
Once you have the relevant information entered, click Save. The event will now appear on the technician’s calendar. Double check to make sure the time is correct. If it's not you can drag the event to the correct time.