Sticky/DataBot and FreshDesk Operations
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Questions and Answers

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?

To ensure confidentiality and limit visibility to authorized personnel only.

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?

<p>Select the main ticket you want to merge together.</p> Signup and view all the answers

What action must be taken after clicking 'Merge' in FreshDesk?

<p>Refresh the page or click on the conversation pop-up bubble.</p> Signup and view all the answers

How should customer names be formatted in DataBot?

<p>First and last names must be capitalized, with lower case letters except for the first letter.</p> Signup and view all the answers

What tag should be used when refunding a product?

<p>The tag 'Refunded' should be used.</p> Signup and view all the answers

After editing an email address in FreshDesk, what is the final step?

<p>Click save to apply the changes to the customer's information.</p> Signup and view all the answers

What is the first step in the outbound process when making a call?

<p>Change Status to Outbound.</p> Signup and view all the answers

What should you do after completing all actions for a call?

<p>Click the Clear Contact button.</p> Signup and view all the answers

What is required for a customer to remain in the Smart Money Club?

<p>The subscription must be active, or they must have a SMC Lifetime access tag or a migration tag.</p> Signup and view all the answers

In the event a customer requests to speak with a supervisor, what should be your first action?

<p>Attempt to assist the customer.</p> Signup and view all the answers

What is the purpose of the FreshDesk platform?

<p>To locate customers, create tickets, create notes, and send emails.</p> Signup and view all the answers

What is the subscription fee for the Automator option?

<p>$49.00 per month.</p> Signup and view all the answers

What is the function of Sticky IO in the context of customer management?

<p>To locate customers, view invoices, process new orders/purchases, and handle refunds.</p> Signup and view all the answers

What happens after a customer has made all required payments for the Automator 2-pay/3-pay subscription?

<p>The subscription status is marked as completed.</p> Signup and view all the answers

What steps should you follow to search for a customer if the phone number is not available?

<p>First, try searching by their email address. If that fails, then look for their first or last name.</p> Signup and view all the answers

What should you do if you cannot locate a customer in Sticky IO or DataBot?

<p>You should check Freshdesk for any previous cases. If still not found, create an 'Unable to Locate Account' case in FD and escalate to Tier 2.</p> Signup and view all the answers

What appears on the tab after you access a customer's account?

<p>The customer’s name along with the order ID and a button will be displayed.</p> Signup and view all the answers

How can you edit a customer's email address?

<p>Click on the 'Transaction' tab and then the ID number to access the 'Order' page to update the email.</p> Signup and view all the answers

What should you do after clicking the 'Save' button when updating customer information?

<p>You should click the 'All Orders On Customer' button to update all orders under that customer’s name.</p> Signup and view all the answers

What is the procedure for adding a new credit card for a customer?

<p>Post in Slack with '@channel (customer's name) wants to add cc.' along with a FreshDesk link.</p> Signup and view all the answers

What notification will appear after saving changes to a customer’s information?

<p>A 'Notification' Pop Up will appear confirming the update.</p> Signup and view all the answers

What happens after you've completed 10 successful monitoring sessions?

<p>A supervisor will post in Slack to inform you that you will no longer need to be monitored.</p> Signup and view all the answers

What should you do if a customer complains about shipping charges?

<p>You can waive the shipping charge to save the sale.</p> Signup and view all the answers

What email address should be used if a customer does not have their own email?

<p>Use <a href="mailto:[email protected]">[email protected]</a>.</p> Signup and view all the answers

When should a second billing address be entered?

<p>Enter it when the customer's billing address differs from the shipping address.</p> Signup and view all the answers

What action should you take if a customer cannot reset their password?

<p>Escalate the issue to Tier 2 for additional support.</p> Signup and view all the answers

Where can customers find their lost password link?

<p>They can find it on the login page at members.creditsecret.org.</p> Signup and view all the answers

What steps should be followed to add additional products to an existing order?

<p>Go into the customer's account and follow the steps to add a One Time Product.</p> Signup and view all the answers

What should be done before processing an order?

<p>Double-check that the customer's shipping and billing information is correct.</p> Signup and view all the answers

Why is it important not to provide passwords to customers?

<p>You cannot see passwords in Sticky IO, so it's against protocol to provide them.</p> Signup and view all the answers

What should you instruct a customer to do if they wish to opt out of receiving marketing emails?

<p>Tell the customer to click the unsubscribe link at the bottom of any marketing email they received.</p> Signup and view all the answers

When processing a full refund for a customer, what else must be refunded?

<p>Taxes must be refunded along with the full amount of the order.</p> Signup and view all the answers

If you're issuing a partial refund and the book has not been shipped, what should you do?

<p>Always escalate the case to @shipping to ensure it gets shipped.</p> Signup and view all the answers

What should you do if you receive an error when processing a refund?

<p>Escalate the issue to Tier 2 and include the error message in the case notes.</p> Signup and view all the answers

After successfully processing a refund, what is one important step you need to take?

<p>Send a refund receipt to the customer.</p> Signup and view all the answers

What should you check to confirm that billing has been shut off after completing a refund?

<p>Check that the active button has turned gray.</p> Signup and view all the answers

What is the last action required after tagging a refunded order in FreshDesk?

<p>Always note the account in FreshDesk with detailed information.</p> Signup and view all the answers

What is the process to initiate a refund in the Databot system?

<p>Locate the charge, click the item box, and select 'refund' from the action menu.</p> Signup and view all the answers

What action should you take to copy the primary email address into a transaction's email space?

<p>Paste the primary email address into the email address space on the transaction.</p> Signup and view all the answers

What should you do after saving the changes on the transaction page?

<p>Click on 'All Orders on Customer' and then confirm by clicking 'Yes' and 'Ok' in the pop-up.</p> Signup and view all the answers

What are the two main purposes of account tags?

<p>Activating products and deactivating products.</p> Signup and view all the answers

Describe the initial steps for sending an email using FreshDesk.

<p>Right-click on the customer name to open a new tab, click 'Reply' from the Ticket screen.</p> Signup and view all the answers

How can you find and insert a canned response when replying to a customer?

<p>Type '/c' to search for canned responses, select the appropriate response, and edit as needed.</p> Signup and view all the answers

What is the procedure to opt out of receiving emails?

<p>Click on the envelope icon, choose to opt-out, and then click 'save'.</p> Signup and view all the answers

What should you do when sending Knowledge Base links in an email?

<p>Type '/S' to search for solution articles, select the desired article, and send the email.</p> Signup and view all the answers

What happens when you correctly apply product access tags?

<p>It allows customers access to their member dashboard and purchased items.</p> Signup and view all the answers

Flashcards

Customer Search Steps

Search for customers using phone number, email, or name; then check DataBot and Freshdesk if needed.

Customer Account Access

Click the customer ID to open their account in a new tab to view order/subscription information.

Edit Customer Info

Update customer name, phone number, and email/address (from Transactions tab) and click 'Save'.

New Credit Card Request

Inform colleagues about a credit card addition request via Slack (@channel customer's name wants to add cc), providing a Freshdesk link.

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Customer Search Priority

Start searching with phone numbers, then emails, and finally first/last names to locate customers in StickyIO and Databot.

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Freshdesk's Role

Freshdesk is used to create support tickets and send emails related to the customer's cases.

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Escalation Process

If a customer cannot be located after searching all possible places, create an 'Unable to Locate Account' case in Freshdesk and escalate it to Tier 2.

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Monitoring Session Completion

After successfully overseeing 10 monitoring sessions, supervisor will post in Slack to stop additional monitoring of the user.

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Outbound Status

A status used in customer service to indicate an agent is making outbound calls.

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Outbound Call Process

Steps to handle an outbound call, including entering the phone number, sending the call, completing actions in the call, and clearing the contact.

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Supervisor Escalation

When a customer needs a supervisor, assisting first then escalating to a higher tier if required.

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FreshDesk

Software used to manage customer tickets, create notes, email, and find customers.

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Sticky IO

A database program used for locating customers, viewing invoices, processing orders, and refunds.

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DataBot

Software used for managing customer information and contacts, likely for internal use.

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Smart Money Club (SMC) Subscription

A subscription required for continued membership, either active, Lifetime Access, or Migration Tag.

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Automator Subscription

A short-term subscription for access to Automator, costing $49.00 per month.

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Updating Customer Info in FreshDesk

Editing customer details in FreshDesk and ensuring consistency with Sticky/DataBot.

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Merging FreshDesk Tickets

Combining multiple FreshDesk tickets related to the same customer issue.

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Adding Notes in FreshDesk

Creating and managing notes within FreshDesk, ensuring proper tagging and privacy.

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Updating Customer Information in Sticky/DataBot

Correcting or adding customer details in Sticky and/or DataBot, and also ensuring consistency with FreshDesk.

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Tagging Notes

Adding specific tags to FreshDesk notes ('Access', 'Refunded', 'Cancel') to categorize them accurately.

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Completing actions in Sticky/DataBot

Handling tasks like refunds, cancellations, and reprocessing in Sticky/DataBot.

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Editing Customer Names (DataBot)

Correctly updating customer names in DataBot, ensuring capitalization rules are followed.

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Updating Sticky Transaction Data

Updating transactional data in Sticky, connecting to corresponding customer information.

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Merging Secondary Email

Combine a customer's secondary email address with their primary email address to avoid duplicate accounts.

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DataBot Tags

Tags used to activate or deactivate products for customers. They control access to the member dashboard and purchased items.

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Product Tags Types

There are tags to activate product access, cancel products, and refund products.

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Sending Emails in Freshdesk

Use Freshdesk to reply to customers with canned responses, knowledge base links, and emails in general.

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Canned Responses in Freshdesk

Pre-written emails you can use to quickly respond to common customer questions in Freshdesk.

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Knowledge Base Links

Share links to relevant articles from Freshdesk's knowledge base to help customers.

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Opting Out of Emails

Allow customers to stop receiving emails from your service.

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Email Opt-out Procedure

Open the email envelope, select "opt out", and click "save" to prevent future emails.

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New Order Placement

Start a new order by clicking the 'New Order' button, then choose 'Customer Support' from the campaign selection.

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Book Selection

Allow the customer to select the desired book (digital or physical) from a list of available options.

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Shipping Charges

Physical book orders automatically include shipping costs, but you can waive them to save a sale if the customer complains.

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Customer Information

Gather accurate customer information, including name, phone number, and email address. Use '[email protected]' if the customer lacks an email.

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Billing and Shipping Addresses

Verify if the billing address matches the shipping address. If not, provide a separate area for the billing address.

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Additional Product Purchases

For additional products after the initial book purchase, navigate to the newly created account and follow the 'One Time Product' steps.

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Password Retrieval

Direct customers who need their password reset to the 'Lost Password' link on the members' login page (members.creditsecret.org).

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Escalating Login Issues

If the customer has attempted to reset their password unsuccessfully or needs login help again, escalate the issue to Tier 2 support.

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Hard Bounced Email

An email that cannot be delivered to the intended recipient because the email address is invalid.

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Unsubscribe From Emails

Customers can opt out of receiving marketing emails by clicking the 'unsubscribe' link at the bottom of any email they receive.

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Full Refund Policy

When a customer receives a full refund, the tax associated with the purchase must also be refunded.

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Partial Refund Process

If a customer requests a partial refund before the item has shipped, escalate the case to the shipping team to ensure delivery.

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Refund Location in Transactions

To initiate a refund, locate the transaction ID number of the product you want to refund and click the blue dollar bill icon in the "Features" section.

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Databot Refund Steps

To process a refund in Databot, locate the charge, select the item, click 'Action,' and then 'Refund.'

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Refund Confirmation

After processing a refund, send an email to the customer in Freshdesk for verification or provide refund information verbally if an email address isn't available.

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Refunded Tag Application

After completing a refund, apply a relevant tag to the customer's account in Freshdesk, like 'refunded book' or 'refunded automator.'

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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
  • 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.

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Related Documents

Credit Secrets Support Document PDF

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.

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