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How do I get support during extreme weather or high-volume weather related events?

We want to ensure you get the support you need without waiting on hold during extreme weather. Below are some of our best practices. 

Whenever there's extreme weather, we usually expect a significant surge in call volume. We want to ensure you get the support you need without waiting on hold - in the case this happens. Below we've highlighted a few best practices.

  • Extreme cold could lead to a surge in jump-start calls. Prepare your drivers for jumps by ensuring they have their jump start equipment charged and ready to go.

  • Provide an accurate ETA and keep in touch with the customer consistently throughout the job so they know what to expect.

  • Maintain your call acceptance levels during inclement weather, as customers tend to be in more critical need of service.

  • Make sure you're appropriately staffed for the additional potential volume.

  • Try to avoid cancellations as much as possible and provide us frequent status updates to minimize the amount of phone calls while you're on the job.

  • Be safe on the roads! It's better to have a longer, more accurate ETA than to rush in poor driving conditions.

During these times, we also ask that you utilize self-service options via Swoop, Chat and your 3rd party dispatching platform (when relevant) for live job updates, Additional Charges and other pertinent needs:

Use Swoop to Manage your Job Details:
The "Job Update" feature on the Swoop Mobile App and the “In-Progress” tab on Swoop Desktop puts you in control, allowing you to bypass the phone lines.

Update ETAs: Keep customers informed in real-time.

Additional Charges: We recently launched the ability to self-serve additional charges without talking to an agent. Charges can now be itemized directly on each Swoop invoice.  

We strongly encourage you to use the self service features for Additional Charges.

Use Chat for 24/7 Live Support:

Chat is our preferred method of communication for service providers updating jobs or contacting Agero with any questions on a live job. If you're in the midst of a live job or the job does not yet have a terminal status and requires updating, use Chat. If you need to update ETAs, equipment or have dispatch questions, use Chat.