Support
Support Guide for Tour Operators and GUIBO End Users
It is important that as a tour operators, you take traveler feedback seriously and respond appropriately. This is the only way to effectively resolve issues, maintain customer satisfaction, and continuously improve product quality. Handling feedback properly is essential for identifying the right solution quickly and efficiently. To achieve this, traveler reports should be analyzed and classified accordingly.
identify user errors:
Ask the customer which screen they are on and what function they expect to find on it.
Ask the customer to provide screenshots of the malfunction!!!
If the issue is caused by user error, explain the correct usage of the feature to the customer and guide them accordingly. It is also recommended to create an internal document to help analyze and interpret customer behavior at the end of the season. Based on these insights, you may improve your own documentation or forward relevant feature requests and improvement suggestions to us.
-> If no user error can be detected, then go to point two:
check configuration problem in the Guidebook in the GUIBO backend:
Check the guidebook in the backend. Make sure that:
If the booking is personalized, check the configuration options on the release dashboard / download releases of the corresponding booking copy.
If there is a configuration issue, make the necessary adjustments in the backend to solve the problem.
Recognize technical problem and create tickets:
if there is a technical problem, create and fill out a ticket. Complete the "App Issue Form" on the Schneider Geo Help Desk.
Please be sure to quote the booking number so that we can investigate the problem.
Ask the customer to provide a screenshot of the error in order to analyse the analyse the problem in more detail.
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