Enhance your users' charging experience by offering our EV driver helpline for problems on site
Our 24/7 EV Driver Helpline is a valuable product feature designed to offer dedicated support to EV drivers facing issues at a charger on site . If you lack the resources or prefer not to handle on-site customer support, our 27/4 EV Driver Helpline is the solution you need and can easily be added to your existing plan.
Which services does the 24/7 EV driver helpline offer?
The helpline assists EV drivers with questions, issues, or problems that arise during, before, or after a charging session on site. It is available 24/7 and offers German and English assistance.
In case of errors or issues during charging, the helpline can access to a charger's error report and provide advice on how to proceed. This includes control capabilities to start or stop a charging session remotely. If there are any difficulties or specific needs related to starting or stopping a session, the helpline can carry out goodwill actions as a special service to users.
If you wish to add our 24/7 EV driver helpline to your product portfolio, please reach out to our sales team at help@mobility.service.
What to do once the product feature is booked?
Once the product has been added to your account, it will be shown in vaylens portal. Go to Manage Business Partners > Assign Products. Depending on your booked service, you will see "User hotline AC" and/or "User hotline DC".
In order to profit from the service, you need to assign chargers to the User hotline product. Select the product and an extended overview opens. Click on the Plus at the top right to choose the chargers which need to be assigned.
For more information about how to assign products to a charger, please refer to our guide Assign Products.
Once the product is assigned to chargers, the helpline number needs to be added to the chargers' configuration. To do so, please navigate to Charging infrastructure, select the corresponding chargers and add the helpline number to the Info tab by clicking on the edit icon.
The helpline number will be communicated to you by your sales contact.
If the helpline number needs to be added to multiple chargers, you can also mass configure them using our Excel importer.
For more information on the Excel importer, please refer to our guide Charging Station Mass Importer.
So that users can now profit from the service, the helpline number needs to be displayed on the corresponding charge points on site by attaching stickers to them, for example.