Podcast
Questions and Answers
What is the first step to take when adding a note in Sticky/DataBot?
What is the first step to take when adding a note in Sticky/DataBot?
Go back to the tab where you started notes.
Why is it important to set the note to Private in Sticky/DataBot?
Why is it important to set the note to Private in Sticky/DataBot?
To ensure confidentiality and limit visibility to authorized personnel only.
What should you do after adding or correcting information in FreshDesk?
What should you do after adding or correcting information in FreshDesk?
Click save to ensure the information is updated.
When merging tickets in FreshDesk, what do you need to select first?
When merging tickets in FreshDesk, what do you need to select first?
What action must be taken after clicking 'Merge' in FreshDesk?
What action must be taken after clicking 'Merge' in FreshDesk?
How should customer names be formatted in DataBot?
How should customer names be formatted in DataBot?
What tag should be used when refunding a product?
What tag should be used when refunding a product?
After editing an email address in FreshDesk, what is the final step?
After editing an email address in FreshDesk, what is the final step?
What is the first step in the outbound process when making a call?
What is the first step in the outbound process when making a call?
What should you do after completing all actions for a call?
What should you do after completing all actions for a call?
What is required for a customer to remain in the Smart Money Club?
What is required for a customer to remain in the Smart Money Club?
In the event a customer requests to speak with a supervisor, what should be your first action?
In the event a customer requests to speak with a supervisor, what should be your first action?
What is the purpose of the FreshDesk platform?
What is the purpose of the FreshDesk platform?
What is the subscription fee for the Automator option?
What is the subscription fee for the Automator option?
What is the function of Sticky IO in the context of customer management?
What is the function of Sticky IO in the context of customer management?
What happens after a customer has made all required payments for the Automator 2-pay/3-pay subscription?
What happens after a customer has made all required payments for the Automator 2-pay/3-pay subscription?
What steps should you follow to search for a customer if the phone number is not available?
What steps should you follow to search for a customer if the phone number is not available?
What should you do if you cannot locate a customer in Sticky IO or DataBot?
What should you do if you cannot locate a customer in Sticky IO or DataBot?
What appears on the tab after you access a customer's account?
What appears on the tab after you access a customer's account?
How can you edit a customer's email address?
How can you edit a customer's email address?
What should you do after clicking the 'Save' button when updating customer information?
What should you do after clicking the 'Save' button when updating customer information?
What is the procedure for adding a new credit card for a customer?
What is the procedure for adding a new credit card for a customer?
What notification will appear after saving changes to a customer’s information?
What notification will appear after saving changes to a customer’s information?
What happens after you've completed 10 successful monitoring sessions?
What happens after you've completed 10 successful monitoring sessions?
What should you do if a customer complains about shipping charges?
What should you do if a customer complains about shipping charges?
What email address should be used if a customer does not have their own email?
What email address should be used if a customer does not have their own email?
When should a second billing address be entered?
When should a second billing address be entered?
What action should you take if a customer cannot reset their password?
What action should you take if a customer cannot reset their password?
Where can customers find their lost password link?
Where can customers find their lost password link?
What steps should be followed to add additional products to an existing order?
What steps should be followed to add additional products to an existing order?
What should be done before processing an order?
What should be done before processing an order?
Why is it important not to provide passwords to customers?
Why is it important not to provide passwords to customers?
What should you instruct a customer to do if they wish to opt out of receiving marketing emails?
What should you instruct a customer to do if they wish to opt out of receiving marketing emails?
When processing a full refund for a customer, what else must be refunded?
When processing a full refund for a customer, what else must be refunded?
If you're issuing a partial refund and the book has not been shipped, what should you do?
If you're issuing a partial refund and the book has not been shipped, what should you do?
What should you do if you receive an error when processing a refund?
What should you do if you receive an error when processing a refund?
After successfully processing a refund, what is one important step you need to take?
After successfully processing a refund, what is one important step you need to take?
What should you check to confirm that billing has been shut off after completing a refund?
What should you check to confirm that billing has been shut off after completing a refund?
What is the last action required after tagging a refunded order in FreshDesk?
What is the last action required after tagging a refunded order in FreshDesk?
What is the process to initiate a refund in the Databot system?
What is the process to initiate a refund in the Databot system?
What action should you take to copy the primary email address into a transaction's email space?
What action should you take to copy the primary email address into a transaction's email space?
What should you do after saving the changes on the transaction page?
What should you do after saving the changes on the transaction page?
What are the two main purposes of account tags?
What are the two main purposes of account tags?
Describe the initial steps for sending an email using FreshDesk.
Describe the initial steps for sending an email using FreshDesk.
How can you find and insert a canned response when replying to a customer?
How can you find and insert a canned response when replying to a customer?
What is the procedure to opt out of receiving emails?
What is the procedure to opt out of receiving emails?
What should you do when sending Knowledge Base links in an email?
What should you do when sending Knowledge Base links in an email?
What happens when you correctly apply product access tags?
What happens when you correctly apply product access tags?
Flashcards
Customer Search Steps
Customer Search Steps
Search for customers using phone number, email, or name; then check DataBot and Freshdesk if needed.
Customer Account Access
Customer Account Access
Click the customer ID to open their account in a new tab to view order/subscription information.
Edit Customer Info
Edit Customer Info
Update customer name, phone number, and email/address (from Transactions tab) and click 'Save'.
New Credit Card Request
New Credit Card Request
Signup and view all the flashcards
Customer Search Priority
Customer Search Priority
Signup and view all the flashcards
Freshdesk's Role
Freshdesk's Role
Signup and view all the flashcards
Escalation Process
Escalation Process
Signup and view all the flashcards
Monitoring Session Completion
Monitoring Session Completion
Signup and view all the flashcards
Outbound Status
Outbound Status
Signup and view all the flashcards
Outbound Call Process
Outbound Call Process
Signup and view all the flashcards
Supervisor Escalation
Supervisor Escalation
Signup and view all the flashcards
FreshDesk
FreshDesk
Signup and view all the flashcards
Sticky IO
Sticky IO
Signup and view all the flashcards
DataBot
DataBot
Signup and view all the flashcards
Smart Money Club (SMC) Subscription
Smart Money Club (SMC) Subscription
Signup and view all the flashcards
Automator Subscription
Automator Subscription
Signup and view all the flashcards
Updating Customer Info in FreshDesk
Updating Customer Info in FreshDesk
Signup and view all the flashcards
Merging FreshDesk Tickets
Merging FreshDesk Tickets
Signup and view all the flashcards
Adding Notes in FreshDesk
Adding Notes in FreshDesk
Signup and view all the flashcards
Updating Customer Information in Sticky/DataBot
Updating Customer Information in Sticky/DataBot
Signup and view all the flashcards
Tagging Notes
Tagging Notes
Signup and view all the flashcards
Completing actions in Sticky/DataBot
Completing actions in Sticky/DataBot
Signup and view all the flashcards
Editing Customer Names (DataBot)
Editing Customer Names (DataBot)
Signup and view all the flashcards
Updating Sticky Transaction Data
Updating Sticky Transaction Data
Signup and view all the flashcards
Merging Secondary Email
Merging Secondary Email
Signup and view all the flashcards
DataBot Tags
DataBot Tags
Signup and view all the flashcards
Product Tags Types
Product Tags Types
Signup and view all the flashcards
Sending Emails in Freshdesk
Sending Emails in Freshdesk
Signup and view all the flashcards
Canned Responses in Freshdesk
Canned Responses in Freshdesk
Signup and view all the flashcards
Knowledge Base Links
Knowledge Base Links
Signup and view all the flashcards
Opting Out of Emails
Opting Out of Emails
Signup and view all the flashcards
Email Opt-out Procedure
Email Opt-out Procedure
Signup and view all the flashcards
New Order Placement
New Order Placement
Signup and view all the flashcards
Book Selection
Book Selection
Signup and view all the flashcards
Shipping Charges
Shipping Charges
Signup and view all the flashcards
Customer Information
Customer Information
Signup and view all the flashcards
Billing and Shipping Addresses
Billing and Shipping Addresses
Signup and view all the flashcards
Additional Product Purchases
Additional Product Purchases
Signup and view all the flashcards
Password Retrieval
Password Retrieval
Signup and view all the flashcards
Escalating Login Issues
Escalating Login Issues
Signup and view all the flashcards
Hard Bounced Email
Hard Bounced Email
Signup and view all the flashcards
Unsubscribe From Emails
Unsubscribe From Emails
Signup and view all the flashcards
Full Refund Policy
Full Refund Policy
Signup and view all the flashcards
Partial Refund Process
Partial Refund Process
Signup and view all the flashcards
Refund Location in Transactions
Refund Location in Transactions
Signup and view all the flashcards
Databot Refund Steps
Databot Refund Steps
Signup and view all the flashcards
Refund Confirmation
Refund Confirmation
Signup and view all the flashcards
Refunded Tag Application
Refunded Tag Application
Signup and view all the flashcards
Study Notes
Credit Secrets Company Information
- Founded in 2012, owned by Info Up, LLC
- Scott & Allison Hilton are the writers
- An information publishing company that sells books and software
- Credit Secret is a self-help program to remove negative items from credit reports and improve credit scores
- Customer Support handles all incoming calls, managing accounts, assisting with dashboards, new product purchases and helping customers understand the program and products.
Credit Secrets Ordering Information
- 12-minute delay after ordering
- Customers need to check their email to find instructions for their dashboard (welcome email)
- If customers ordered from Amazon, eBay, etc, they can purchase books at a discount ($29.95 plus $6.95 shipping)
- Digital book purchases can be upgraded to physical books for $9.95
- If customers want a refund on a book purchase, a $10 refund can be given
- Shipping fees can be waived if the customer doesn’t want physical copies
Order Placement Notes
- Multiple book orders sent to the same address need to be escalated to shipping
- Multiple orders sent to different addresses must be escalated to Tier 2
- Bulk orders need to be escalated to shipping
- Phone Numbers for Third parties:
- Experian: 1 (888) 397-3742
- Equifax: 1 (888) 378-4329
- TransUnion: N/A
Credit Secrets Products
- Credit Secrets Main Guide
- Guide to Building Business Credit
- Quick Start Guide
- Access to personal dashboard
- Guaranteed 5k credit line
- Car Buying Secrets
- Credit Secret Main Guide
- Guide to Building Business Credit
- Quick Start Guide
- Access to personal dashboard
- Audiobook, free with Sticky book purchases, escalate issues to Tier 2
Support and Contact Information
- Customer Service Phone Number: 877-215-6015
- Support Email: [email protected] or [email protected]
- Corporate Address: Limitless Life LLC, PO Box 29502 #58366, Las Vegas, NV 89126
- Third Party Phone Numbers:
- Score Sense: 800-972-7204
- Online Certified Mail: 888-501-5288
Useful Links and Services
- FreshDesk: Used to locate customers, create tickets, create notes and send emails. Log in with email address provided.
- Sticky IO: Newest database program. Used to locate customers, view invoices, process orders/purchases, and process refunds. Login with user name/password.
- DataBot: Used to log in with username/password.
Customer Support Rules
- Do not private message support personnel for assistance with a call
- Post questions in appropriate channels
- Always acknowledge their response
Important Notes
- Account verification process including:
- Email, phone, address.
- If addresses are different, verify both.
- Customer needs to be told any account discrepancies will be escalated to tier 2.
- If a customer calls, to locate the customer information in Sticky, Freshdesk and Databot.
Special circumstances, including:
- If a customer wants to add a new credit card; the support team must post in slack mentioning the customers name and a request to receive a call
- If the customer wants a partial refund, they MUST ensure that the product has not shipped yet, and then escalate the case to shipping if that is the case.
- There is no option for you to see passwords in Sticky IO
- Customers are responsible for checking their Spam folders for emails.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Related Documents
Description
Test your knowledge on the key operational steps within Sticky/DataBot and FreshDesk. This quiz covers essential actions from adding notes to managing customer interactions effectively. Master the tools and practices that enhance customer service experience in these platforms.