WHO ARE WE SPEAKING WITH? & ROUTING SCENARIOS
You should gather this information first before discussing pricing or routing.
What is the customer's name?
DAILY DOUBLE
Type "reception" in Genesys to reach this team.
What is Tech Support?
This status allows others to transfer customer calls directly to you.
What is Available or On Queue?
Start calls with this phrase.
What is "Thank you for calling Esri Sales"?
AND INTRODUCE YOURSELF
DAILY DOUBLE
A caller is exploring GIS for personal consulting. What type of licensing would likely be the best fit?
What is a commercial license?
Personal Use licenses are only for personal learning and hobby projects. It is against terms and conditions to use this license for business purposes/generating revenue.
Besides a customer number, these two items can be used to identify an account.
What are company name and address?
This team owns invoices, renewals, account information, and payment-related questions.
What is Customer Service?
To receive incoming queue interactions, you must be in this status.
What is On Queue?
DAILY DOUBLE
Our team goal is to answer this percentage of calls and chats within 20 seconds.
What is 80%?
[reference Salesforce]
“Hi – I’m calling from MapBox and I just need to know the pricing for your most Advanced online license. Who can help me?”
Competitor Alert!
competition@esri.com or Team Lead
A customer calls from California, but the software will be used in Germany. Do we support this?
No
Contact Us website for International Distributors
True or False:
For sales-related inquiries, existing customers should always be connected to their Account Manager.
False
Route to the ISR, who can then include the AM if necessary. Only route to the AM if the customer specifically asks. Even then, still include the ISR.
When transferring a call, this method of transfer is preferred.
What is consult transfer?
Voicemails should generally be returned within this timeframe.
What is within 1 business day?
"I'm with OHM Advisors and I am buying licenses for the City of San Diego."
Which ISR do you route to?
The ISR for the end user's sector
The ISR for California SLG
DAILY DOUBLE
A nonprofit organization calls and wants discounted ArcGIS licensing. What should they do before being routed to an ISR?
What is apply for the Nonprofit Program?
True or False
Student Use and Personal Use users can frequently get help from Tech Support
False
Assistance only provided for 90-day installation support.
After a call ends, you have this amount of time to select a wrap-up code.
What is 60 seconds?
Every outbound Salesforce/Genesys call requires telling the customer this.
What is that the call is recorded for training and quality purposes?
A company interested in reselling Esri products calls looking to become an official partner. What program should they be directed toward?
Esri is a sole-source company, meaning we do not have resellers
However, you can refer these calls to the Partner Program, if they would be interested in working with Esri
Customers looking for tutorials and learning resources can be directed here.
What is Esri Academy?
Also, Esri Solutions for preconfigured common solutions by industry
This team assists customers with credit usage reports, credit questions, and one-time refunds.
What is Tech Support?
You can transfer someone over chat to Customer Service or Tech Support
False
Unable to transfer chats. Preconfigured messages allow us to provide the customer necessary contact information.
Before putting a customer on hold, you should _
What is ask permission and explain why?
Hi, I'm a student and need ArcGIS for coursework this semester. Where should I go to learn about my software options?
Confirm the student's institution and route to the Education representative. The rep can confirm if the institution has student licensing and will provide the institution's primary contact's information.
If the Education rep finds their institution does not have licensing, they will be redirected to a Student Use license.