Customer Intake & CRM
Contextual action toolbar
See the next best action for whoever's on the line, so your CSRs stop hunting through menus mid-call.
Overview
When a customer calls, your team is digging through tabs to find history, open jobs, and the right next step while the caller waits. Thorbis is designing a toolbar that reads who you're talking to and what they need, then surfaces the right action up front. You'll book, quote, or follow up without leaving the conversation, so calls move faster and nothing gets forgotten.
What we're building
When the phone rings, your CSR is racing the customer, opening tabs to find history, checking for open jobs, and figuring out the right next step while the caller waits on the line.
Thorbis is designing a toolbar that reads who you're talking to and what they need, then puts the right action up front. You can book a job, send a quote, or set a follow-up without leaving the conversation or hunting through menus. Calls move faster, handling time drops, and the follow-ups that used to get forgotten mid-call get captured. For CSRs and office staff who live on the phone.
What you'll be able to do
- Surface the right next action based on the caller
- Pull up customer history without switching tabs
- Book, quote, or follow up from one place
- Shorten call handling time for CSRs
- Cut missed follow-ups during live calls
- Act without hunting through menus mid-call
Rollout plan
- 01
Caller context
In progressIdentify the caller and surface their history without switching tabs.
- 02
Suggested actions
In progressRecommend the right next action for who's on the line.
- 03
In-call actions
In progressBook, quote, or follow up from the toolbar without leaving the call.
Milestones
- Not started:
Caller recognition
Read who you're talking to and load their context.
- Not started:
Action surfacing
Surface the best next action for the caller.
- Not started:
Inline actions
Enable book, quote, and follow-up from one place.
- Not started:
Follow-up capture
Capture follow-ups during the call.
More in Customer Intake & CRM
How to send useful feedback
Name the blocked role
Product feedback is more useful when it names the owner, dispatcher, technician, office user, or customer affected.
Explain the workaround
Describe what your team does today and where the process fails under real work.
Define success
Share what would change after launch: time saved, fewer manual steps, cleaner records, or better customer follow-up.