Free Trial
The length Philo's free trial.
7 days
This channel hosts the BET Awards
What is BET
Part of our goal as Philo agents is to retain customers, which is why we never proactively offer these to customers.
What is a refund
These are the three things that are absolutely required to use Philo
Mobile Number (email address)
Broadband Internet
Supported Device
When the customer agrees with the resolution we've provided, this is how we submit the ticket.
What is Solved
This is the total amount of channels Philo customers can watch during their trial.
What is 58 Channels
Known for its flagship shows "Spongebob Squarepants" and "PAW Patrol", this channel is geared towards children.
What is Nickelodeon
Philo currently offers these 3 Billing options.
Philo direct Billing
Roku Billing
Amazon Billing
This kind of question drives actual information and keeps any assumption away from the process of resolution.
What are Probing questions?
This button is used to answer the next email in queue.
What is the Play button
These are the 2 ways a customer can sign up to start a free trial.
Email address (direct sign-up)
Phone number
This channel is known for it's flagship show "The Walking Dead"
AMC
This happens when a customer uses multiple phone numbers or email addresses to create trial accounts.
What is Trial Abuse?
These are the CORE troubleshooting steps when working to resolve issues using Philo.
Reboot
Update
Uninstall/ Reinstall
(Cache & Cookies)
This is where we put notes that only our fellow agents can view in Zendesk.
What is an Internal Note
This type of customer is passed their free trial, hasn't entered payment information, and will only see the option to start their plan when coming back to Philo.
What is a Lapsed customer
You can watch live Football on Philo if you watch on Sundays only.
Trick Question!
Philo does not have sports!
Refunds and deactivations handled in the Roku Billing Escalate Slack channel require this information for canceling a Roku customers account.
What is the;
Ticket Number
Customer's dashboard link
Reason for customer's cancellation
Ensuring there are no software issues, this troubleshooting step is performed to install the latest software for the device and/or Philo app.
What is updating software
We can use these to help build our response to emails and chats quickly, but we should always personalize them.
What are Macros?
This is what determines the exact time your free trial will end.
What is a Timestamp
This channel is known for the popular tv show "Live PD"
What is A&E?
Customers utilizing Amazon for their billing must reach out to Amazon to do these two things.
What is;
Cancel their account
&
Requesting a refund
These troubleshooting steps help to resolve internet connectivity issues, specifically if rebooting the device didn't work.
Forgetting the Network
Resetting the Router (Wifi)
Testing other Networks
When payment information is needed from the customer, it's paramount that we use this to collect that information.
What is the Payment Information line