We’re excited to share the latest updates to Cents Assist, designed to enhance the customer experience and give operators more control over how their business communicates with customers. Below is a complete list of features released since March 2025.
If any of these features require setup on the backend, please reach out to your Customer Success Manager or email us at [email protected] to get started.
✅ Share Order Status with Customers
Customers can now ask for real-time updates on their orders directly through your Cents Assist phone line.
How it works:
Place an order through your business
Call your Assist phone number
Say: “Where is my order?”
The system will respond with the current status of the order.
To test different statuses, you can simulate changes through the Driver App (e.g., mark the order as picked up, in transit, etc.).
✅ Share Laundrocard Balance with Customers (for Laundroworks Operators)
Customers can now check their Laundrocard balance by calling your Assist number.
Important: To enable this feature, operators must first link their Laundroworks credentials in Cents. Then, Cents must activate the feature on the backend.
How it works:
Call the Assist number
Ask: “What’s my card balance?”
If your number isn’t recognized, mention your card number
The system will return the card balance (e.g., “50 cents”).
To enable this feature, contact your Customer Success Manager or email [email protected].
✅ Hide Pickup & Delivery Options for Self-Serve Locations
For self-service laundromats, you can now remove any mention of Pickup & Delivery from Assist calls.
How it works:
Once this feature is enabled, Assist will no longer mention or offer PUD services when a customer calls in.
To enable this, contact your Customer Success Manager or email [email protected].
✅ Send Order Link via SMS Before Call Transfer
When a customer calls in to place an order, Assist can now text them the order link directly.
How it works:
With this setting enabled, Assist will send an SMS to the customer containing your ordering link when they request to place an order.
To enable this feature, contact your Customer Success Manager or email [email protected].
✅ Leverage Cents Support to Answer Questions
You can now leverage our Cents Support team during certain hours before they reach your team.
How it works:
When enabled, calls about orders placed between 3 PM and 12 AM ET, Tuesday - Saturday will be automatically routed to the Cents Support team.
Customers will be guided through the ordering process or provided support directly by the Cents Support team.
If the Cents Support team cannot answer, they’ll transfer the call back to your team.
To activate this feature, reach out to your Customer Success Manager or email [email protected].
✅ Bypass Call Transfers with Notification via Email & SMS
Instead of transferring a call, you can now receive a text and email summary of the call directly to your preferred contact info.
How it works:
Update your notification settings in the Contact Center with your phone number and email.
When a customer calls in with an issue, Assist will skip the transfer and send you a summary of the call instead.
To set this up, contact your Customer Success Manager or email [email protected].
Have questions about any of the above? Want to try these features in your business?
Contact your Customer Success Manager or reach us anytime at [email protected].