Credit Secrets Support Document PDF

Who and What is Credit Secrets? 1. Written by Scott & Allison Hilton, Owned by Info Up, LLC, founded in 2012 2. We are an information publishing company that sells books and software. 3. Credit Secret is a self-help program that assists with removing negative items off credit reports and improvin...

Who and What is Credit Secrets? 1. Written by Scott & Allison Hilton, Owned by Info Up, LLC, founded in 2012 2. We are an information publishing company that sells books and software. 3. Credit Secret is a self-help program that assists with removing negative items off credit reports and improving your credit score. 4. Customer Support - handles all incoming calls from customers who have purchased or want to purchase. It is our job to assist with managing accounts (updating info,refunds, etc) , assisting customers with the dashboard, assisting with new product purchases and helping customers understand the program itself and products that we offer. Watch LK Commercial https://www.youtube.com/watch?v=Ja2THbW2Q1M&t=377s Full Version - 27 minutes https://www.youtube.com/watch?v=ny2uYaUUQSo  Important Addresses/Numbers Corporate Address Limitless Life LLC. PO Box 29502 #58366 Las Vegas, NV 89126 Support Email [email protected] or [email protected] Credit Secrets Customer Service Phone Number: 877-215-6015 Third Party Phone Numbers Score Sense: 800-972-7204 Online Certified Mail: 888-501-5288 Ways to order: Mastercard, Visa. 1. Online: www.creditsecrets.com or www.creditsecret.org 2. Customer Service: (877) 215-6015 3. Customers can order ‘extra products’, after a successful book purchase, from the dashboard or by reprocessing charges with phone support.  Online Ordering Information ​There is a 12 min 3 sec delay after a customer places an order, and is taken to the Automator Video. There is no skip. ​If they close this page without waiting for the 12 min and 3 sec, then they will need to check their email for directions to their dashboard, which is the usual welcome email. ​If someone calls in saying they ordered from Amazon, eBay etc and want logins, they would have to purchase the book from us. They can get it as a discount. They would be able to purchase it for $29.95 plus shipping of $6.95. ​If a customer calls in and has ordered the new book but asks for a refund, explain to them that the new book has some new information and you can refund $10 off to save the sale. ​If a customer has ordered the digital books but wanted the physical books, the agent should offer the physical books upgrade ifor $9.95 in Sticky IO. If the customer does not want to pay any additional amount and states they want a refund, shipping can be waived to save the sale. Must be escalated to @shipping. ​If an existing customer calls in and wants to order a new book we can offer it to them for $29.95 plus $6.95 S&P. Any orders prior to January 2020 is the old version of the Credit Secrets Books Multiple Book Orders When a customer wants to order more than one set of books at one time sent to the same address, you must escalate to @shipping in order to get the correct number of books shipped out. If the customer would like to order more than one set of books at one time sent to different address(s). This must be escalated to Tier 2 to be processed. Occasionally a customer will want a bulk order of multiple sets of books, the agent should ask the customer how many sets they would like and then escalate to @shipping for follow up. Third Party Companies Sometimes customers will call in with questions regarding third parties, here are some of them you may encounter: Credit Bureaus Credit bureaus get information from your creditors, such as a bank, credit card issuer, or auto finance company. They also get information about you from public records, such as property or court records. Experian 1 (888) 397-3742 Equifax 1 (888) 378-4329 TransUnion  1 (800) 916-8800 ScoreSense/FreeScore360 ScoreSense is a subscription service that allows you to keep track of your credit score, resolve credit score issues, and improve your identity theft protection. As a reminder, please be aware that the credit monitoring services are managed by a separate vendor, and we cannot help with customer service for their product. Customers would have to consult their customer service department. Freescore 360/ScoreSense Contact: 1-800-972-7204 Monday through Friday, 8AM to 8PM CST Saturday, 8AM to 5 PM CST Sunday, Noon to 6PM CST Online Certified Mail Online Certified Mail offers a simple and easy process that will allow you to send certified mail and certified letters in just minutes. Customer Service: 1-888-501-5288 (Letter Stream) Make Extra Money Online From Home Phase 3 Step 3 on Members Dashboard If a customer calls in for support on this program, simply email the link below. http://support.blakenubar.com/help Slack #1 Rule: Do not private message support personnel for assistance with a call! Slack is our communication software. For initial Login you will receive an invitation via email. Getting assistance while on the call If you need assistance while you are on an active call, post the question in the appropriate support channel i.e. inbound, outbound, email. Address the question with @channel, customer name, question and then Help Desk Link. Example: @channel Jane Doe, Are there any emails we have to send or any tags to apply for a refund on the BYS Challenge? https://creditsecrets.freshdesk.com/a/tickets/57377 Always watch the channel for an answer from support staff. Always acknowledge their response. Tier 2 agents cannot move on until they know this issue has been totally handled. There are always support staff that will help you when needed. (When in doubt just ask) Always follow the direction given by the Tier 2 staff. If all support personnel are busy and you do not get an answer within 2 minutes, please tag individual people that you know are on duty, if still no answer, escalate to Tier 2 and let the customer know they will get a callback as soon as possible. Calls are answered in the order they are received. Escalations examples: Tier 2 Johnny Appleseed Unable to login https://creditsecrets.freshdesk.com/a/tickets/122559 Tier 3 Johnny Appleseed Dispute Question https://creditsecrets.freshdesk.com/a/tickets/121221 @shipping Johnny Appleseed New Order https://creditsecrets.freshdesk.com/a/tickets/121196 @reprocessing Johnny Appleseed Please charge Automator on Friday 10/01/24 https://creditsecrets.freshdesk.com/a/tickets/122712 @channel Johnny Appleseed Customer is 4 days over the MBG can I refund https://creditsecrets.freshdesk.com/a/tickets/122672 Slack Bots Slack channels are set up with bots that will pick up key words and send the case to the appropriate channels. When you post a general question in chat with the customer on the line, please abbreviate the words “Reprocess” (Re process), Tier 2 (T2) and Tier 3 (T3) as your question will be sent to those channels if you do not use abbreviations. Only use Reprocess, Tier 2 and Tier 3 when you are ready to escalate the case. All pinned training documents All important documents are located (Pinned) in the main slack channels. These documents should be reviewed often. These support documents should be referred to when you have an issue or a question. You should be checking this daily. These could have important updates. Acknowledging Slack Post Please make sure you are paying attention to Slack at all times.You must immediately acknowledge any post that is tagged @Channel or that you are tagged in.. Do not just use  an emoji. A formal response is required such as “Understood” or “Got it” is needed as well as an emoji. ConnectPath https://go.dextrflex.com/ Login Process Step 1: You login by going to https://go.dextrflex.com and entering the name of credit-secret. Step 2: Enter Amazon connect username and password. Check the remember me box. You should only have to enter this information on the first use. Step 3: Click the allow button to enable the microphone. Step 4: Click go to Dashboard. Using ConnectPath ​ Using the Phone Step 1: Click Customer Engagement Panel to bring up the phone system.. Customer Engagement Panel  Step 2: Change status from Offline to Available ​ Step 3: Answering Call. When your phone system rings, you should copy the 9 digital phone number and paste into FreshDesk to start the search for the customer. Do not copy the country code. Step 4: Calls must be manually answered. Click the Accept to answer the call. Active Call Panel Step 5: Follow normal call process, once all actions are completed for the call, i.e. emails, tags, notes, escalations, etc, have been completed, click the Clear Contact button and you will be placed back in available.  Changing Statuses There will be times through out the day that you will need to change your status. To do so, click the box with you name and you will get a drop down menu. Choose your status. Listed below are the status that we are currently using. Statuses: Available Break Lunch/Supper/Dinner Training Outbound Always remember to put yourself back in Available when you are ready to start taking calls again.  Outbound Process Step 1: Change Status to Outbound  Step 2: Enter the phone number that you are calling. Step 3: Click the Send button to start the call. Step 4: Follow normal call process, once all actions are completed for the call, i.e. emails, tags, notes, escalations, etc, have been completed, click the Clear Contact button and you will be placed back in available. Supervisor Escalations If a customer requests a supervisor, first attempt to assist the customer. If not, tell that customer that a supervisor will call them back and escalate to Tier 2 Example: Tier 2 for Gary Ashely he is requesting to speak with a Supervisor https://creditsecrets.freshdesk.com/a/tickets/81431  FreshDesk Freshdesk -https://creditsecrets.freshdesk.com/support/login FreshDesk is used to locate customers, create tickets, create notes, and send emails. For initial Login you will receive an invitation via email. How log in: Freshdesk Cheat Sheet  Sticky IO How Log In https://limitlesslifellc.sticky.io/admin/login.php Sticky IO is our newest database program. In this program we locate customers, view invoices, process new orders/purchases and process refunds. Insert your user name and password that was provided. Sticky IO Cheat Sheet  DataBot How Log In https://app.thedatabot.com/contacts Subscriptions Credit Secrets has multiple product subscriptions. Smart Money Club: For customers to remain in the group, the subscription must be either; 1.) active on the account, 2.) they have a SMC Lifetime access tag; 3.) they have a migration tag (these are usually very old accounts pre 2017). Automator Subscription: This option is intended for short term use. It is $49.00 per month for access. The subscription must remain active in order for customers to continue getting charged and having continued access. Automator 2-pay/3-pay: This option is offered to the customer to make it more affordable. Options are 2 payments or 3 payments. This subscription status is active until all payments are made. Once paid off, subscription turns off automatically. FAQ Links Support Hero https://creditsecret.supporthero.io/ This is a searchable help library to help members search and find answers to billing, technical, and dispute questions. Agents can also use it to help customers either in emails or on the phone. Please ensure that you have this open to help you support customers.  Products Credit Secret - Phone Support Doc 3 Products Main Credit Secrets Package Credit Secret Main Guide, Guide to Building Business Credit & Quick Start Guide, access to personal dashboard.  Building Business Credit Package Guide to Building Business Credit, Credit Secret Main Guide & Quick Start Guide, access to Business dashboard and Guaranteed 5k credit line. Car Buying Secrets Package Car Buying Secrets, Credit Secret Main Guide, Guide to Building Business Credit & Quick Start Guide, access to personal dashboard. Discover the secrets the dealerships don't want you to know! Do this before your next vehicle purchase Free eBook provided by ScoreSense All 3 books are offered free to Freescore 360 /Scoresense Customers Customers have full access to the members dashboard and can purchase additional products. These accounts have the following tag under the members name Audiobook Audio version of the 2018 Credit Secret Book Link to The Audiobook: https://creditsecret.org/audiobook/ The Audio book is free with all Sticky book purchases. Please escalate Audiobook issues to Tier 2. The Automator The Automator software is a PDF Letter Generation Software that the Customer can access from their dashboard. The Automator is meant to speed up the process of sending out the letters. The automator generates the letters that the member will send out to the creditors/bureaus. A member gets 30 uses per letter, and one complimentary reset. For the majority of customers, this is more than enough use. Link to The Automator: https://creditsecret.org/automator/ (DB dashboard) https://members.creditsecret.org/automator/ (Sticky) Using the Automator Smart Money Club (SMC) Access to the VIP Smart Money Club gives you access to our private members Support Group. The Smart Money Club gives you access to private Guides not included on your Credit Secret Dashboard (John Ulzheimer Videos/ Expert Credit Series) , Motivational Corner Videos, and our Webinars). In addition to all that, the VIP Smart Money Club provides ongoing money & credit tricks designed to help you fix your credit, and build your purchasing power to levels you never even knew were possible. Link to The Smart Money Club: https://www.facebook.com/groups/creditsecret  Motivational Corner The Motivational Corner is included with the SMC/VIP Purchase. They are webinar videos created by one of our Tier 3 Specialists. Dealing with debt and your credit scores is STRESSFUL- Credit secrets knows this and we want YOU (the customer) to know we are here for you and we believe in you and YOU CAN DO THIS! Jenn Cartwright helps with the inspirational and motivational aspect and the mindset of staying focused to get the outcome you DESERVE. The Motivational Corner will be located in the Guides tab within the Facebook Group. Credit Secrets Interactive The spreadsheet assists the customer with tracking the progress of the letters you send to the bureaus/collection agencies. Interactive (the spreadsheet) is helpful as it is very important to document when you send each letter. In order to get the best results with your program, you'll need to stay organized! This interactive progress tracker and training makes it easier than ever to track your results and score increases. (Free to all customers) Link to Credit Secrets Interactive: http://creditsecret.org/progress-tracker/ BYS Evergreen The Boost Your Scores Challenge was created to help the customer get back on track to raising their scores. Here's exactly what is covered in the challenge: The Most Important Part Of The Credit Secrets Process Reviewing Your Credit Reports Craft Your Personal Information Update Letter Lower Your Credit Utilization Fast With "RPM" Dispute Negative Accounts On Your Credit Reports Purchase Link https://creditsecrets.com/bys-evergreen/  Email Template: PURCHASE - BYS Challenge (Evergreen) PURCHASE - What is the BYS Challenge Secret Credit Builders (SCB) (Previously known as Secret Money Method) This special upgrade will pay off over and over again for you by building your credit, AND strengthening your entire financial profile. Using these credit builders will turn you into someone who lenders see as a "Better Borrower" - and can even open up opportunities for financing that are not available to most people. Link to Secret Credit Builders: https://creditsecret.org/secret-credit-builders Home Buyers Secret (HBS) The Home Buyers Secret course is 22 training modules about how to buy a home with bad credit, or no credit. Link to Home buyers Secret: https://creditsecret.org/homebuyer/ John Ulzheimer Videos John Ulzheimer’s Expert Video Files are "Monthly Credit Education Videos" added as a Guide within the Facebook Group. MBG (Money Back Guarantees) The book purchase has a 90 day MBG from purchase date. There are three options for purchasing the Automator - the 2 pay; 3 pay, and the one time payment. The 2 pay plan has a 30 day MBG from the final payment date. They have a total of 90 day MBG from purchase date. The 3 pay plan has a 30 day MBG from the final payment date. They have a total of 120 day MBG from purchase date.  The one time payment has a 90 day MBG from purchase date. For Business Credit buyers there is a 6 pay plan EXCEPTION: Smart Money Club and Automator monthly. 30 Days after each payment. EXCEPTION: If the customer is upset or threatening we can refund up to 6 months back. DMBG (Double Your Money Back Guarantee) If the customer calls in and asks for the DMBG, they must meet the following criteria: Email Template Billing- Double Money Back Terms Threats BBB, FTC, AG, Fraud/Scam threats - FULL REFUND BBB (Better Business Bureau), Feds/FTC (Federal Trade Commission), AG (Attorneys General) - Any of these threats are an automatic Full Refund. If the customer uses the words Fraud or Scam - automatic Full Refund. Customer dispute(s) with bank or credit card used to purchase Credit Secrets: ○ If a customer says they are disputing a charge on their card, go ahead and refund them if it's within 90 day MBG if the customer is still upset and refund back to 6 months.. Dashboard Introduction Pull up the dashboard so you can navigate with customer Login - https://members.bigbudget.com/login All agents are assigned their own personal dashboard logins. When reviewing the dashboard with customers, be sure to log in with their credentials whenever possible to navigate the site with them. See image below. You will not be able to login to the customer dashboard unless there is a previous case that contains login information. Any login issue or missing products must be escalated to Tier 2.. If a customer tells you they are getting the message “Please enter your email and your password will be sent to your inbox” it means the customer could be entering the password incorrectly. When this happens please read the password phonetically. If they still cannot login, escalate to Tier 2. Phonetic Alphabet: Example below: Dashboard example How to access the Business Credit Secrets dashboard. How to order products from dashboard Automator Secret Credit Builders The Home Buyer's Secret Car Buying Secrets  Audiobook Day 2 Beginning of shift: ​ ​Connect Path ​https://go.dextrflex.com ​FreshDesk ​https://creditsecrets.freshdesk.com/support/login ​DataBot ​https://app.thedatabot.com/contacts ​Sticky IO ​https://limitlesslifellc.sticky.io/admin/login.php  ​Google Docs ​DAILY REMINDERS (Doc 2) ​Credit Secrets Products (Doc 3) ​ ​Dashboard ​https://members.bigbudget.com/login/ ​ ​You will be assigned personal Big Budget dashboard logins. ​Slack ​https://slack.com/downloads/windows ​When you start your shift you must review and acknowledge all updates/reminders that have been posted since your last shift. ​This is not optional. Freshdesk 1. How to log in: https://creditsecrets.freshdesk.com/support/login 2. Dashboard: 3. Using FreshDesk Icons:  Step Dashboard: This is your home base. Here you will find an overview of the Ticket status and search the customer base. Tickets: Here, you can search for the customer and create a new ticket (case). Contacts: This is our customer database. Solutions: This contains the Support Hero’s FAQ/Knowledge Base. 4. FreshDesk Overview: Searching for the customer: Locating customer account: Customer account: Customer account details: Click the Tickets option to view the customer tickets: 5. Creating the Ticket: Step 1: After locating the customer, click the New ticket button: Step 2: Subject: Using the approved titles from the existing Title Sheet. Step 3: Type: Select issue type from the dropdown menu. Step 4: Status: FD will default to open, and then once you totally handle the ticket and is completed, set the status to resolved. If the ticket is not completely resolved and needs to be escalated, set the status to Pending. Step 5: Priority: Set to low for now. Step 6: Group: Set to Customer Support or Email Support, depending on your department. Step 7: Agent: Always assign to yourself. Step 8: Description: Quick description of customer issue. Step 9: Click Create to save the Ticket: 6. Adding a note template: Step 1: Click add note: Step 2: Type in /c to bring up canned responses search:  Step 3: Select template: 7. Account verification process: Verify customer information in DataBot. Verify customer information in Sticky IO. Please verify all the information on every call and document it. DO NOT copy and paste customer's information into the notes, You need to type it in. 8. Verify and Edit the Customer Information: Must be updated in FD, Sticky, and/or DB. Step 1: Click the Edit beside Contact Details: Step 2: Add or correct information: Step 3: Click save: 9. Creating a None case (Unable to locate account): Step 1: Click New ticket from the top menu: Step 2: In the Contact Space, add the customer email address: a. For dropped calls/No caller online where you could not get any information, use the email address [email protected]. b. Continue following normal procedures for handling dropped calls. *DO NOT update the phone number in FD on these calls. Continue following the normal procedure for handling unable to locate account calls. 10. Sending an email: Step 1: Right click on customer name to open a new tab: Step 2: From the Ticket screen, click Reply: Step 3: Click under the customer name on the email: Step 4: Type in /c to bring up canned responses search: Step 5: Search for appropriate canned response: Step 6: Click on canned response: Step 7: Edit as needed: i.e. adding prices to refund emails, etc.  Step 8: Click send: 11. Sending Knowledge Base links: Step 1: From the reply (email) screen type /S to bring up solution articles: Step 2: Search solution articles to find the article you want to send to the customer: Step 3: Click on the article you want to send in the email:  Step 4: The link to the article will appear in the email. Edit email as needed: i.e. Click the link below to read the article I told you about. Step 5: Send email: 12. Complete actions in Sticky/DataBot: (i.e. Refunds, cancellations, reprocessing, etc.) 13. Adding a Note: Step 1: Go back to the tab where you started notes. Finish your notes. Step 2: Check to make sure the note is set to Private. Step 3: Always add your first name to the bottom of your notes. Step 4: Click Save: Step 5: Click the pencil to edit notes for corrections: Step 6: Click update to save the corrections: Step 7: Add the appropriate tag i.e. There are three types of tags. Access (used when adding a product, Refunded (used when refunding a product), and Cancel (used when canceling a subscription) (DO NOT ADD ADDITIONAL TAGS. 14. Merging Tickets FreshDesk: Step 1: Select the main ticket you want to merge together: Step 2: Click Merge: Step 3: Search for customer name: Step 4: Click the plus sign to add the ticket you want to merge: Step 5: Continue for all tickets with the same title: Step 6: Select the primary ticket. Step 7: Click Continue: Step 8: Click Merge: Step 8: Refresh the page or click on the conversation pop up bubble: Step 9: If the ticket closes the main case, set the case to resolved once notes and actions are completed:  Editing the Customer Information 1. FreshDesk: Information must also be updated in Sticky/ DB. Step 1: Click the Edit beside Contact Details: Step 2: Add or correct information: Step 3: Click save: Step 4: Edit the email address. a. From the Contact Screen, click Edit. b. Enter the new email address.  c. Click save. 2. Sticky: Information must also be updated in FreshDesk/DB. Step 1: Click on the “Transaction" tab. Step 2: Click on the ID number to open the “Order” page. Step 3: Update the information as needed. Step 4: Click the “Save” button when the account is updated. Step 5: When you click the “Save” button, a “Notification” Pop Up will appear. Step 6: Click the “All Orders On Customer” button so that all orders under this customer’s name will be updated with the new information. 3. DataBot: Must be updated in both FD and Sticky Step 1: Click on the pencil icon next to the customer name to begin editing. Step 2: Update the name. Step 3: When you have finished, click save and note changes in DataBot notes. Make sure that first and last names are capitalized. If the name is all in capitals, correct use lower case letters, except for the first letter of both the first & last name.  Step 4: To update contact information, click on the pencil icon next to contact information, enter or edit contact information, and then click save. Make sure the billing and shipping address is updated, if addresses are different, please correct and note changes. Read all cases in FreshDesk You must always review all cases to see if there is already a case created concerning the reason the customer has called in for. Make sure you read all notes in other databot cases before assisting the customer. (screenshot FD timeline)  Read all notes in Freshdesk a. Click the Tickets option to view the customer tickets: b. c. Read all tickets pertaining to customers' issues and any open emails. d. Use existing tickets on the same issue, including email tickets. If a customer calls in regarding a missed call from the escalation team and you are not able to assist, post in the channel for further instructions. Example below. If you need help please reach out in chat while a customer is on the line. Example below. How to take a case Step 1: Click on the case status Step 2: Click on open  Step 3: Assign to yourself When you have a customer that has multiple issues on a call you would want to make separate cases, for example. If a customer called in to cancel the Smart Money Club but also needs help logging in, you would make two cases. One for the SMC cancel and one for the Unable to Login. If the customer calls in with a new issue, you must create a new case. If there is an existing case for the issue that the customer is calling about, you must re-assign the case to yourself and then open the case if closed. You must have a case made at the beginning of every call.  ALWAYS make sure you notate the person's name who you are speaking with. Sometimes it is not the name on the account, sometimes people will call in for other people, ie. banks, spouses, children, etc. Note templates Check often throughout the day to see if any customer has responded to any emails. If customers respond back please assist. If not sure how to assist please ask in slack. Sticky IO Cheat Sheet How Log In https://limitlesslifellc.sticky.io/admin/login.php Insert your user name and password that was provided.  Switching Screens in Sticky IO PLEASE NOTE: Some clicks open in a new tab on your browser. Be aware. Tabs are labeled for the individual function of that tab. You may have to go back to a previous tab to pick up where you started. To switch screens, simply locate that tab on your browser task bar and click that tab. Be sure to close all customer tags before moving on the next case. How to Search for a Customer From the top menu click Customer drop down. Click Customer under the account section. The main customer list page looks like this and is labeled “Customers”. Click the drop down arrow by the search bar. Start by searching for the customer using their phone number. If you cannot locate by phone number, try their email. Lastly, try their first or last name. If you cannot locate the customer in Sticky IO, then try to search in DataBot. If you still cannot locate the customer, try to locate the customer in Freshdesk to see if they have a previous case. Please Note: FreshDesk is used to create tickets and send emails. Search Results PLEASE NOTE: If you are unable to locate the customer in either Sticky or Databot, and there are no previous cases to add to, then create an “Unable to Locate Account” case in FD and escalate to Tier 2 as per the standard Escalation Process.  Accessing Customer Account After locating the customer, click on the ID number to bring up the customer's account. This will open a new tab in your browser. The customer’s name will appear on that tab with the order ID + button. number. This is the “Subscriptions/Transactions” screen. From the “Subscriptions/Transactions” screen, you can view what the customer has ordered.  Editing customer information Updated the customer name Updated the customer phone number From the “Transaction" tab you can edit the customer email address and the address for prior orders. Click on the “Transaction" tab. Click on ID number to open the “Order” page. Update the information as needed. Click the “Save” button when the account is updated. When you click the “Save” button a “Notification” Pop Up will appear.. Click the “All Orders On Customer” button so that all orders under this customer’s name will be updated with the new information.  Adding a new credit card If a customer wants to add a new credit card to their account, you must post in slack like this: @channel (customer's name) wants to add cc. Can someone please listen to my call? Then put a FreshDesk link. Once you have 10 successful monitoring sessions, a supervisor will post in Slack that you will no longer have to be monitored. Once you receive that approval, you will no longer have to post in Slack for permission. Click on “Customer Name” to go back to the “Transaction Screen.” On the left hand side of the “Transaction” page, click on the 3 vertical dots beside the word “Wallet” Click “Add,” and the “Add Payment Option” Screen will pop up. 1. Add the customer name that is on the credit card. Then add the new credit card. information provider by the customer. The address will appear under the drop down in the Address line. 2. Set as default if the customer wants to use this as the primary card moving forward. 3. Click Save.  Adding a One Time Purchase (OTP) From the “Transaction” screen click on a “Transaction ID Number” to take you to the order screen. From the “Orders page” scroll down to the “Shipping/Billing Section”. Click “Place New Order”. This will take you to the “Place Order Screen.” On the “Offer” box select “OTP (One Time Purchase”) Under “Product Offering” section on the “Billing Model box make sure it shows “One Time Purchase”.  Choose the “Product” the customer would like to order from the “Product” drop down list. Customer Support Agents will use the products that have double exclamation points in front of the product name (!!) Use only these options when placing orders for the products. Item will appear on the right hand side of the screen in the “Order Summary”.  Adding Additional Products Each product ordered must be processed separately. Simply repeat the process for each additional purchase. Adding Subscription for SMC From the “Place Order Screen,” go to “Offer” and “Select 14-day free trial”. Use the drop down on the “Trial Product” box to choose the subscription you want to add. Remember to always pick the one with !! before the name. Check “Trial” Box to ensure the customer is not billed until the trial is over. “Billing Model” will default to Every 30 days. In the Next “Product” box, select the same SMC Subscription as above. Scroll down to customer “Shipping/Billing Information,” located at the bottom of the “Place Order Screen.” Double-check to make sure this information is all correct. Update if needed and the click Process order.  Adding Automator Monthly, 2 or 3 Pay From the “Place Order” screen, go to the “Offer” box, and select the Automator plan the customer wishes to purchase. Select the exact product from the “Product” list dropdown. NOTE: Always use the products with the double exclamation points in front of the product name (!!). Automator 2 Pay example: Automator 3 Pay example: Automator Monthly Subscription example: Scroll down to customer “Shipping/Billing Information,” located at the bottom of the “Place Order Screen.” Double-check to make sure this information is all correct. Update if needed and the click “Process Order”.  New Customer Orders From any screen in Sticky, click the “New Order” button at the top. You will get a pop up screen, “Place New Order”. In the Campaign box, select “Customer Support”. This will bring you to the “Place Order” screen: Select the book the customer wants to purchase (Digital or Physical) Shipping is automatically added to all physical book orders. Note: If the customer complains about the shipping charge and is NOT going to proceed with the order, then we can waive the shipping to Save the Sale. A reminder that the offer is a free shipping upgrade to priority shipping, not free shipping. Add the customer information. Make sure you have correct spelling on all entries. Add Credit Card information. If the customer does not have an email address, then use [email protected] Do not send login information, as the customer will not be able to use the member's dashboard. If the customer has a different billing address from the shipping address, click “No” on the box that says Is your billing address the same as this shipping address? A second area will appear to add the billing address. Adding additional products to a new order. If the customer wishes to purchase additional products after the book purchase, go into the account that was just created and follow the steps to add a One Time Product.  Members Dashboard Login There is no option for you to see passwords in Sticky IO, so you cannot provide passwords to the customer. When you receive a call from a Sticky customer (not in DB), you will have to navigate them to the Lost Password link on the login page (members.creditsecret.org/). They will need to check their email. Make sure to remind the customer to check their Spam folder. They will need to give it a minute or two. You CANNOT wait on the phone for them to find this email. They can either call back or email support for further help after that. If the customer has attempted to reset their password and cannot, or if they are calling a second time for login issues, DO NOT send the email again. Escalate to Tier 2 for additional support. Welcome Email/Unable to Login Email In FreshDesk, locate the email template, Members-Unable to login-Sticky To login, first visit: https://members.bigbudget.com/login For your username: (Customer email) For your password: Please use the password in your Order Confirmation email. Please be sure to check your Spam/Junk folder. Otherwise, you can utilize the reset password option. When a customer enters their email address, they will receive a link to create a new password via email. Customers need to be reminded to check their Spam folder. To Reset Password In FreshDesk, locate the email template, Password Reset Link Update the URLs on the link: To log in, first visit: http://creditsecret.org/login to: https://members.creditsecret.org/login/ For your username: (Customer email) For your password: please click on Forgot Password Enter your email address. You will receive a link via email to create a new password.  Customers need to be reminded to check their Spam folder. Refund Process (Sticky IO) From the “Transaction Screen,” Click on the “Transaction ID” number of the product you want to refund. Under the “Features” Section, Click the blue dollar bill icon. Click the “Refund” button.  Canceling a Subscription From the “Subscription Screen”, locate the SMC or The Monthly Automator Subscription. The Subscription will show as active. Click Manage Button. Click “Stop Subscription”. Click Ok to cancel sub. If cancellation is successful it will show “Resume Subscription”. Let the customer know that the subscription has been stopped. Restarting a Subscription From the “Subscription” Screen, locate the SMC or The Monthly Automator Subscription. The Subscription will show as active. Click “Resume Subscription”. Click “Bill now”. Click OK to restart the subscription. Shipping Refund (Same day only) From the “Transaction Screen” Click on the “Transaction ID” number of the product you want to refund. Under the “Void refund” click refund (Same day refunds only)  Merging cases Create a new case in FD Title: Duplicate Account Merge Needed Make sure you have both Sticky links saved. Determine which is the primary email address. Ask the customer or use the one they are emailing in from. Secondary email address Copy primary email address From the “Transaction Screen” Click on the “Transaction ID” number on secondary address case Scroll down to email address Paste the primary email address into the email address space on that transaction Go to the bottom on the page and hit Save You will get a pop up click on All Orders on Customer You will get the following pop up Click Yes Click Ok Account has been merged. Call Flow Process 1. Locating the Customer: Reviewing the customer account. DataBot Sticky Tags Tag Sheet Account Tags have two main purposes; Activating products and deactivating products. Most products have an assigned tag. You will use tags each time you add/reprocess a product (adds access to the dashboard) and when you refund/cancel a product. (removes items from the dashboard) All tags must be correctly added for the customer to be able to access the member dashboard and the items they have purchased. DataBot Tags Freshdesk Tags (screenshot)  Product Access Tags Products Cancellation Tags  Products Refund Tags Emails Sending emails in FreshDesk Phone support email templates (add screenshot) 1. Sending an email: a. Right click on customer name to open a new tab: b. From the Ticket screen click Reply: c. Click under the customer name on the email: d. Type in /c to bring up canned responses search: e. Search for appropriate canned response: f. Click on canned response: g. Edit as needed: i.e. adding prices to refund emails, etc.  h. Click send: 2. Sending Knowledge Base links: a. From the reply (email) screen type /S to bring up solution articles: b. Search solution articles to find the article you want to send to the customer: c. Click on the article you want to send in the email:  d. The link to the article will appear in the email. Edit email as needed: i.e. Click the link below to read the article I told you about. e. Send email: How to opt out an email: Databot Step 1: Click on the envelope.  Step 2: it will bring up the option to opt in or out. Step 3: Click save Once you hit save the email is now opted out of receiving emails. If you have a customer with a hard bounced email, you must get the correct email from the customer and update it. Freshdesk If a customer requests to be opted out of email. (Phone) Simply tell the customer to click unsubscribe on the bottom of any marketing email they have received. Email template: Sup - How to unsubscribe. (Email) Agents can click the unsubscribe link on the bottom of the marketing email. Do not email the customer back. Refund Process: Refund Cheat Sheet Sticky Taxes If you refund a customer in FULL you must refund the TAX. Taxes are non-negotiable and only refunded when the book is refunded.  Partial Refunds If a customer calls in and you need to refund PART of the book order ($10 off, refund shipping, etc) and the book is showing that it HAS NOT BEEN SHIPPED YET, ALWAYS escalate the case to @shipping to make sure it gets shipped. Refunds From the “Transaction Screen,” Click on the “Transaction ID” number of the product you want to refund. Under the “Features” Section, Click the blue dollar bill icon. Click the “Refund” button. Make sure you add the necessary tags to Freshdesk  Databot Step 1: Locate the charge the customer is asking to be refunded. ie Automator Step 2: Click the box beside the item you are refunding. Step 3: Click on action Step 4: Click on refund to bring up the refund window. Step 5: Select the reason why the customer wants a refund. Step 6: Click the blue process button. Step 7: Please make sure the cancel subscription is clicked and hit confirm. Step 8: It will either tell you the refund was processed, or it will give you a red error stating refund could not be processed at the moment please try again later. Escalate to Tier 2 if you get an error message. Include error message in case notes. Do not tell the customer that there was a refund error. Step 9: Send refund receipt. Step 10: Check to make sure the active button has turned gray. This will ensure billing is shut off! Your refund is complete. Step 11: Always send an email in FreshDesk after refunding for verification. (If its a valid email, if there is no email, give refund information verbally) Step 12: Apply the refunded tag. Ex: refunded book, refunded automator, refunded Smart Money Club, etc. Step 13: Note the account in FreshDesk Make sure you note the accounts in detail. Cases with one sentence or just what is in the note templates are not enough. Same day refunds Shipping and processing are non-refundable, except if you are refunded the book on the same day it was ordered. If you get a customer who wants a same day refund, you need to make sure that you escalate to @shipping to stop the shipment of the order. If a customer calls in the next day we can not refund shipping and need to tell them that we ask them to return the book once they get it. If the customer pushes for a shipping refund or is extremely upset or will save the sale, you can ask in your chat channel for permission to refund. If granted, you must note that you received permission and who granted it. We do not pay for return shipping. They can refuse the package if not opened. If opened they need to pay to return it. Partial Refunds If a customer calls in and you need to refund PART of a physical book order ($10 off, refund shipping, etc) and the book is showing that it HAS NOT BEEN SHIPPED YET, ALWAYS escalate the case to @shipping to make sure it gets shipped. Chargebacks/Disputes (Midigator) If a customer says they have or will dispute a charge, and it is still within the MBG, agents should process the refund. When a customer disputes a charge with their bank, the charge is reviewed by a midigator who determines if a refund should be given. If the midigator determines that a refund is appropriate, you will see in Sticky or DataBot: Refunded by: Midigator or Refunded by System. Check to make sure all necessary tags are applied, and subscription billing is turned off. If a customer gets charged by their bank for an overdraft fee, we NEVER refund them. The customer will have to get with their bank and work it out. Refund examples: Example case’s below: Full Refund  Refund SMC (Error) Adding a new credit card If a customer wants to add a new credit card to their account, you must post in slack like this: @channel (customer's name) wants to add cc. Can someone please listen to my call? Then put a FreshDesk link. Once you have 10 successful monitoring sessions, a supervisor will post in Slack that you will no longer have to be monitored. Once you receive that approval, you will no longer have to post in Slack for permission.  Reprocess request Step 1: Locate the reprocess template in FD Step 2: Gather all information.  Step 3: Verbal permission to reprocess a charge: When reprocessing a failed charge or processing a new charge, you must always use the reprocessing a charge template. The script must be read word for word to the customer and always documented in the notes. The customer must respond Yes. Always tell the customer that this is their electronic signature to process the charge. Always note the outcome. This process must be followed each time you process and/or reprocess a payment. This is not optional. Reprocessing Escalations You must escalate the case anytime you have a reprocessing error, the customer would like to reprocess payment at a future date (no call back needed), or the customer has requested a callback to reprocess payment. Escalate to Tier 2 in Slack.  Example escalation: It is important when you post in slack, it must include the name of the customer, the item that needs to be reprocessed, and the case link. None Accounts When a customer calls in and you cannot locate an account, after searching FreshDesk/Sticky/DB by name, phone, email address, and physical address, this is referred to as a none account. 1. Creating a None case (Unable to locate account): Step 1: Click New ticket from the top menu: Step 2: In the Contact Space, add the customer email address: For dropped calls/No caller online where you could not get any information, use the email address [email protected]. Continue following normal procedures for handling dropped calls. *DO NOT update the phone number in FD on these calls. Step 3: Continue to create the ticket: Step 4: Using the unable to locate account template, gather all the information included in that template:  Step 5: Escalate to tier 2 once you have gathered all the information necessary. You must have the first 4 and last 4 of the credit card and date of purchase for Tier 2 to try and locate these accounts. Case example: Duplicate accounts When you come across a customer that has multiple accounts. You want to use the duplicate account note template. Fill out the information with the databot link to the duplicate account and get the email address. DO NOT UPDATE any information on the duplicate account. Once you have notated the duplicate case, you will send it to Tier 2. Shipping Issues Missing Books A customer has not received their books. Agents should apologize for the delay in getting their books. ​Check the invoices to make sure they purchased a hard copy and not a digital one. ​Check tracking information in Sticky. ​ ​Tracking links that are more than 7 business days old must be escalated to @shipping. ​If tracking shows DELIVERED and the customer still has not received : ​ “If you didn't receive your order for some reason, please inquire with your local post office and reference the tracking number in the above link. If they should have the package for you and didn't deliver it as they indicated, that would be the quickest way for you to receive your books. It will be in a slim padded, white envelope. Please let other household members or neighbors  know that you are expecting it. Many times we have had customers come back that it had been misplaced or overlooked.” ​ If they have the digital eBook only, you can offer to ship the hard copies of the books for the shipping & processing for $9.95. If the customer purchased a physical book prior to September 2024 and wants the updated book, we can offer this for $14.95. The new edition has been added to the member dashboard for digital download. You would use the reprocessing template and then escalate this to @shipping. Sending Tracking Information If a customer requests a tracking link and the book order is within 7 business days of the call, you can send tracking information by email. Step 1: Copy the tracking number in Sticky Step 2: In a new browser, go https://tools.usps.com/go/TrackConfirmAction_input (add to bookmarks)  Step 3: This will tell you where the book is in the shipping process. Step 4: Copy the entire URL. Step 5: Paste the tracking link into the email template. (Books-Book Tracking) Step 6: Click send  Tracking example: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9449036206248664448 854 ​PRISON RULE! ​ If you get any customers who call about their relative/spouse/whomever in prison who didn't get the book they ordered for them, and we show it as having been shipped and delivered, we can no longer RESHIP it back to the prison. We can ship the book to the customer directly, and then they can be responsible for mailing the book to the prison. No exceptions. Thank you! ​Confirm their shipping address/name/email (ALL INFO) and notate. ​Make sure you confirm the apartment number, suite number, etc. ​Tell them you are escalating it to the @shipping representative and that @shipping will be in touch via email. ​If a customer needs a callback, we can have a phone support agent call them back. ​The shipping department will do callbacks if needed. ​Thank them for their patience and let them know about the digital access. ​Make sure the customer has login credentials and knows about the up-to-date PDF Version. ​DO NOT Tell the customer we will reship. Just reiterate that they will be in touch after @shipping investigates. Call Flow Process: 1. “Thank you for calling Credit Secrets, my name is _______, Who am I speaking with today? 2. How can I help you?” 3. Search in FD/Sticky/DataBot using the phone number, email address, or customer name. 4. Confirm information on account (name, phone, email, billing/shipping address) 5. Update if needed. 6. Always look at invoices/previous purchases. 7. What needs to be done to account? Take actions 8. Make sure tags are added/removed 9. Sent emails needed 10. Have you had a chance to login into your member's dashboard yet? If not, email them the logins. If they have that, that would be great to hear. 11. “Is there anything else I can do for you today If you are helping a customer with any issue and in the course of that help, see a declined transaction, you can at that point, remind the customer about it. And ask if they'd like to re-try it. Posting in Slack #1 Rule: Do not private message support personnel for assistance with a call! Getting assistance while on the call If a customer has a question or a situation in which you are not sure of the answer, you should post your question in Slack while you still have the customer on the phone. There are always support staff that will help you when needed. (When in doubt, just ask). Examples of @channel questions:  DO NOT PRIVATE MESSAGE SUPPORT. Post all questions in appropriate channels. Every single call has to have a case, you MUST post a case link whenever you post a question in slack. If all support personnel are busy and you do not get an answer within a few minutes, repost to the proper escalation channel and let the customer know they will get a callback as soon as possible. Calls are answered in the order they are received. DO NOT GIVE A CUSTOMER A TIME FRAME ON A CALLBACK. Please tell them we will call them as soon as possible. If the customer is on the phone and you need an immediate answer, then do not use the words "Tier 2, Tier 3, REPROCESS or @shipping", Wait for an answer. If we tell you to escalate it, then choose the correct department, and get the customer off the phone.  Once you post in slack DO NOT delete. If you escalate a case to any of the escalations channels, you CANNOT EDIT THE POST after the escalation. Our bots WILL NOT pick it up. You will have to re-post and do it correctly. Slack Bots: Slack channels are set up with bots that will pick up key words and send the case to the appropriate channels. When you post a general question in the chat with the customer on the line, please abbreviate the words “Reprocess” (Re process), Tier 2 (T2), and Tier 3 (T3) as your question will be sent to those channels if you do not use abbreviations. Only use Reprocess, Tier 2, and Tier 3 when you are ready to escalate the case.  Questions for Admin Support (Tier 2) Tier 2 Requests The only issues to Tier 2 are account issues. Unable to locate an account, unable to locate a charge, unable to login, things that apply to a person's account or purchase that someone has to go research. Anything to do with reprocessing, updating card info, or needing a call back in regards to a possible reprocess does not go to tier 2. These issues go to Reprocessing. Make sure you gather all the info needed when you can not locate an account or charge. Also need to note what needs to be done, i.e. refund, login information etc. In your Slack chat, you will post Tier 2 Question, name, and FreshDesk link. Example: If a customer requests a callback, you must escalate this to Tier 2. Once you pass the responsibility on to T2, they will take care of it. Questions for Email Support (Tier 3) When a customer calls in with questions about processes in the book, or having to deal with working our system, or getting free scores, credit reports, etc, that is a Tier 3 request. that the case gets posted to the chat: In your Slack chat, you will post: Tier 3 Question, name, [insert FreshDesk link to the case]  ​ Notate the exact question that the customer has (do not be afraid to ask probing questions to make sure they are giving tier 3 enough information.) ​ “I can not be sure how many requests the Tier 3 Support team is working on right now, but I will gladly send this over to them and they will be in touch with you as soon as possible via email.” ​ If a customer does not have an email and they have questions for TIER 3, please notify them and let them know that as soon as Tier 3 has responded, we can have a customer service agent give them a callback. Shipping Requests Shipping Help Request In Slack chat, please be sure to tag @shipping to trigger the bot to pick up the message. @shipping [insert customer name] [insert reason] [insert FreshDesk link to the case] DO NOT put Tier 2 on book shipping issues. Reprocess Requests Cases you would send to reprocessing: Reprocess declined charge, process new order, process orders for a new product, update cc if the supervisor is not available. In Slack chat, please post the following: REPROCESS [insert customer name] [insert product/amount] [insert FreshDesk link to the case] When reprocessing you get an error that says either insufficient funds, Issuer declined, pick up card, and do not honor. The customer must check with their bank there is no need to escalate these to Reprocessing. If the customer calls back in and states they already checked with their bank then and only then would you escalate it to Reprocessing. Sample cases: Tracking: Hard Closing Duplicate Accounts None Accounts  Prison account Closing “Is there anything else I can help you with today?” Before you hang up with a customer. Thank them for calling in, and while you have them on the phone, say: Also, while I have you on the line, were you able to login to your Credit Secrets dashboard yet? Inside you will find lots of additional training not found in the books and even some special bonuses. Let me get you your logins so you can get inside right away. “Thank you for calling Credit Secrets.”