CX
WHAT IS THE NAME OF OUR TEAM?
WHO IS CUSTOMER EXPERIENCE TEAM
WHO IS MCCC?
WHO IS MANAGED CLOUD CARRIER CO-LOCATIONS
TRUE OR FALSE THE CX TEAM PROVIDES TECHNICAL SUPPORT FOR COMPUNET'S MICROSOFT CUSTOMERS?
TRUE
WHAT SOCIAL MEDIA CHANNELS DO WE MONITOR?
GOOGLE BUSINESS
WHO IS BD TEAM?
WHO IS BUSINESS DEVELOPMENT TEAM
WHAT TEAMS CHANNEL CAN YOU FIND THE CX CURRENT RESPONSIBILITIES?
WHAT IS CUSTOMER SUCCESS TEAM ANNOUNCEMENTS
WHAT DO WE DO FOR MCCC SUBSCRIPTIONS
ESCALATION
TOUCH POINTS
RENEWALS
HOW MANY MICROSOFT TICKETING PORTALS DO WE HAVE ACCESS TO OPEN A CASE?
NAME THEM
3
MS PREMIERE SUPPORT
AZURE SUPPORT
BONUS... CAN YOU NAME THE 3RD?
HOW MANY WEEKLY SOCIAL MEDIA POSTS ARE IN OUR DAILY EXPECTATIONS?
WHAT IS 2-3 POSTS WEEKLY.
2-3 ARE LISTED BUT WE SPOKE TO HAVE THAT MOVED TO 3-4.
A CISCO INCENTIVE PROGRAM WHERE WE CAN EARN REWARD MONEY FOR TURNING IN A CUSTOMER SUCCESS PLAN & BUSINESS OUTCOME DELIVERABLE
WHAT CX OFFERINGS DO WE CURRENTLY HAVE?
WHAT IS SALES COMMUNICATION
**DOUBLE IF YOU CAN LIST SPECIFIC SALES COMMUNICATION
WHAT DO YOU KNOW ABOUT CISCO SUBSCRIPTIONS?
EACH PERSON SAY WHAT THEY KNOW
TRUE OR FALSE THE CX TEAM DOES MYCLOUD CUSTOMER DEMOS?
TRUE - CUSTOMER
WHAT IF SOMEONE COMMENTS OR TAGS COMPUNET?
A - WE ARE TO LIKE THE COMMENT
OR
B- WE ARE TO REPLY/COMMENT
OR
C-ALL OF THE ABOVE
TRUE OR FALSE: SUCCESS PLANS NEED TO BE SUBMITTED WITHIN 90 DAYS AFTER PROJECT IMPLEMENTATION
FALSE - 90 DAYS AFTER BOOKING DATE
WHAT ARE YOU ABLE TO DO IN MYHUB?
Have a directory of their CompuNet Service Team
Access to View/Search/Print Orders & Invoices
Find Shipping/Tracking/Serial Numbers/License details in the order description
View Product Purchase History
Search by sku or product key words
Filter by dates, status and location
Manage users where they can add/delete company team members
Chat with customer service within the portal
Offer feedback & suggestions
Request a live demo
WHAT IS TRUE FORWARD
True Forward is Cisco’s periodic billing adjustment process to account for any over-consumption of products and services
They are not retroactively charged for that year’s extra usage. Instead, their payment for growth is revised at the beginning of their next billing period.
HOW DO WE ESCALATE MICROSOFT CASES?
EMAIL DANNY AVERY
WHAT IF SOMEONE INTERNALLY REACHES OUT FOR US TO HELP THEM PUSH OUT A POST - WHAT ARE THE STEPS?
Respond within 10 minutes that you’re looking into it and ask any immediate questions you need answered
Double check for grammar/spelling & if our contact details need to be on there
Do a mockup in Hootsuite
Submit a “proof”/screenshot for approval
Then add it to our social media calendar.
SEO strategy [Search Engine Optimization ~ for social media Key Words to boost posts]
WHAT ARE THE REQUIREMENTS FOR ADOPT INCENTIVE
Cisco subscription 3+ years
Total $50K+
Net New
Receive customers approval within 90 days of booking date
WHAT ARE THE CSA STEPS FOR POST SALE SUPPORT/TECHNICAL SUPPORT?
1. CSA COLLECTS ALL THE DETAILS & RESPONDS TO THE CUSTOMER.
2. CSA OPENS A TICKET IN CW
3. CSA EMAILS WHO (FOR DOUBLE POINTS)
4.CSA MONITORS EMAIL COMMUNICATION TILL RESOLUTION & ASSIGNS ENG SO THEY CAN VIEW THE TICKET AND ADD TIME IF NECESSARY
5. CSA UPDATES CW TICKET WITH RESOLUTION & CLOSES OUT TICKET
6. CSA.... LAST STEP ... FOR 1000PTS WHAT DOES THE CSA DO?
Why do we create tickets in Connectwise?
Help track what our team does on the daily, communicate with other teams about service issues, allow engineers to add time for billing purposes
What is the email for our MSFT engineering team?
What is magnum@compunet.biz
When do we close out tickets in CW for New Prospects/New Opportunities?
end of the day it was opened
Where can we direct AEs to find CX brochures?
Where is: MyIT Customer Leave Behind Documents – under brochures
https://compunetbiz.sharepoint.com/sites/MyIT/SitePages/Customer-Artifacts.aspx