Answer the routine questions. Bring the customers who need a person to the front.
Clinqly answers from your approved knowledge, recognises a complaint as a complaint and hands faults, accounts and vulnerable customers to your team.
- Signposted 999 from a mobileBefore anything else
- Recognised a customer who relies on the linePersonal alarm
- Promised no fix timeEngineer visits are arranged by your team
- Passed it to your team as a priorityConversation attached
When the connection drops, everyone writes at once.
Coverage checks, bills and moving home wait behind the faults, and the customer who relies on the line waits with them.
Plain answers from what you have approved.
Coverage, moving home and how to pay come from your knowledge. Clinqly never states outages, speeds or install dates you have not published.
Customers who rely on the line reach a person first.
A mention of telecare, a personal alarm or a medical device is acknowledged once and passed to your team as a priority.
A complaint is logged as a complaint, never argued with.
Clinqly acknowledges it, never talks anyone out of cancelling or switching, and hands it to your team with the conversation attached.
Account details stay with your team.
Clinqly cannot see accounts or bills and never asks for passwords or codes. Your team checks who they are speaking to first.
| Enquiry | Channel | Asked | What happened |
|---|---|---|---|
| Rachel Moss · 20:45 | Website | Is full fibre available on Mill Lane yet? | Answered from your build areas |
| Alan Pritchard · 21:30 | My mum's pendant alarm runs through the landline and it's dead. | Relies on the line · priority to the team | |
| Kirsty Shaw · 07:15 | Messenger | We're moving house on the 28th. Can we take our broadband? | Move details gathered · passed to the team |
| Owen Hughes · 08:10 | Website | I want to raise a formal complaint about my bill. | Complaint · assigned to a team member |
Clinqly answers and gathers the details. Faults, accounts, engineer visits and compensation stay with your team.
- Answers come only from your approved knowledge
- It never promises a fix time, a visit or compensation
- Complaints and vulnerable customers go to a person
Can it book engineer visits?
No. Engineer visits are arranged by your team. Clinqly gathers the fault details and hands them over, and never promises a visit or a fix time.
Does it answer our support line?
Not yet. Voice is coming soon. Today Clinqly handles website chat, WhatsApp, Instagram and Facebook Messenger enquiries on every plan.
How does it handle complaints?
It treats a complaint as a complaint and passes it to your team. It never argues, never obstructs cancelling or switching, and never states an amount of compensation.
What about vulnerable customers?
If someone mentions telecare, a personal alarm, a health condition or that they are struggling, Clinqly acknowledges it once and brings in a person as a priority.
Your billing and network systems stay the record.
Clinqly answers from your published coverage and service information and hands faults, complaints and vulnerable customers to your team. Accounts, orders and engineer bookings stay in the systems you run now.