Roadside assistance provider Digicall Assist has created a new app called ‘InQ-IQ’ which begins support for a motorist even while still in a call queue and integrates geolocation and auto photo uploads with its contact centre.

Digicall Assist clients AAMI and Suncorp send customers an SMS with a link to a web app allowing them to capture a photo of their vehicle and identify the issue via the app. Geo-location of the customer is determined within metres and the operator answering the call can instantly see all the information.

“This delivers an enhanced customer experience, shorter call times and faster help to get customer on the road again,” Digicall Assist says.

It says its cloud-based contact centre system and integrated roadside intelligence technology have “shifted the goalposts in roadside assistance”.

The InQ-IQ innovation was a finalist for the Genesys’ Customer Innovation Awards “CX Creator” category.

The app is client-branded, offers a drop-down list of common vehicle issues, and has photo capture capability to identify the vehicle and show the issue. Using the submitted photos, customers can be referred to their insurer’s claims department if appropriate, or a smash repairer.

“The customer policy and vehicle is correctly identified and any photos provide valuable information to assist diagnosis,” Digicall says.