cx portal
name 3 pieces of information that can be searched in the portal
name, email address, phone number, order ids, user ids, and tracking numbers
what points of contact do we use zendesk for?
emails, phones, and live chat
what's the name of our manager?
hayden!
name two of the hair kits
the complet hair kit, non prescription hair kit, edible hair kit, and the shampoo and conditioner kit
what is the name of the prescription that addresses women's low libido?
addyi
What is the earliest you can move a refill process date to?
tomorrow
Name at least three buckets you will work through
Unsorted, Account, Cancellation, Order Qs, Visit Qs, How it Works, SMS
when was hims born?
november 1, 2017
what flavor are the hims biotin gummies?
cherry
how many birth control options do we offer?
10
What does "archiving" a subscription do and can we use this feature?
Deletes prescription from CX portal
This should be escalated
A patient has asked a question but we do not have the information to answer their question yet. What do we do?
which 3 fulfillment centers do we use?
flexe, truepill, and curexa
what is the one mouth product that hims offers?
valacyclovir/the cold sore kit
what is a key ingredient in all of the hers skin care products?
tretinoin
Name at least 3 discount coupons we can add on a patient's account
50% off
$5
No charge
$10 off$15 off
$20 off
What do we do when a customer has sent in multiple tickets on the same issue?
Merge tickets together, solve only one
what are the three merch items we sell?
sweaters, candles, and matches
what product is prescribed as off-label?
propranolol
What product can we add to a sildenafil prescription via the CX portal?
None, cannot add any non RX products to sildenafil orders
Please explain what Notable Feedback, Progress, and Surprise & Delight are
Notable Feedback- Customer has good, useful comments we can use
Progress- Patient discussing their growth w/ photos
Surprise & Delight- Patient has had a great experience and shared with us, we want to send them some merchandise
Where are all the CX teams located at? (Including FCR)
SF
Kitchener-Waterloo
Grants Pass
Butte
what prescription product can grapefruit effect the amount of medication that is absorbed into the body?
tadalafil (generic cialis)
what is the frequency in which birth control prescriptions are shipped?
every 28 days. (bonus: the first refill is shipped out after 21 days)