Sick Dog
A dog switched from their old food to our food and now has soft stool. What 2 things could you suggest around the transition/food to help the dog’s stomach settle?
Slowing down the transition and adding a small amount of pumpkin to the pup's food
What type of photos do we need to ask the customer for when they say that their dog is not eating their food?
Photos of the front label and the code underneath the label on one pack of each recipe that isn't being enjoyed
What things do we need to do in CRM after updating the shipping address on just one unpaid order to get the change to stick in our system?
Manually bill the order and leave a detailed note about the address update
Instant Fresh is dry in the bag and (finish the sentence)?
Fresh in the bowl
Which specialty group do we transfer a conversation to when a customer needs assistance with cooking their pup's food at home?
DIY
Why do we ask for a photo of the front label of the pack along with the code underneath when a dog gets sick?
To make sure the customer is cycling their packs to be used within 6 months, and to get more information on the recipe and the batch it came from
What are the 3 main tips we suggest to enhance our food when a dog isn't enjoying it?
Spinkling parmesan cheese on top, mixing in dog-safe bone broth, or fluffing the food up with a bit of warm water
What changes do we need to make in CRM when a new customer reaches out with the correct details for their pet after incorrectly entering them at sign-up?
Update pet details and reset calories to baseline
Which 2 sized bags (in lbs) do we currently have available for Instant Fresh?
2 lb bags and 6 lb bags
Which specialty group do we transfer a conversation to when a veterinary professional reaches out requesting changes to their plan?
Veterinary Industry
What do we recommend to a customer when they say their dog is experiencing allergy symptoms and eating multiple recipes?
We would recommend feeding one recipe at a time to rule out any possible allergies or sensitivities
Which 3 questions are important to ask a new customer whose dog isn't eating regarding the condition of the food?
If their order arrived in good condition, how are they storing/thawing the packs, and how long are they leaving the food outside of the fridge
Which of the following is not a reported issue? Damaged order, dry ice burn, ingredient feedback, warm delivery, and fat separation.
Warm delivery
Which dogs are not recommended to eat Instant Fresh?
Dogs that are under 12 months old and dogs that are currently pregnant or lactating
Which specialty group do we transfer a conversation to when a customer responds to an advisor who reached out to attempt to save them after canceling their plan?
Customer Save
Which one of these symptoms do we flag with live agent support: soft and grey stool, blood in stool, dark tar-like stool, or constipation?
Dark tar-like stool
What tip can we provide the customer for when their dog won't eat their food due to it being too moist?
We can suggest adding a small amount of brewer’s yeast to absorb excess moisture
A customer reached out to let us know that their box is always left on their driveway instead of at the door. This is the 3rd time they have reported this to us, and they have always had delivery instructions. What is the workflow here?
Make sure the customer has delivery manager details, create an issue report, and flag HPCF with LAS.
An unopened bag of Instant Fresh is stored in a cool, dry place. How long does it last, and where does a customer find that information on the bag?
The bag is good until the expiration date, which is located on the bottom right corner of the back of the bag
What are the 2 scenarios regarding Frozen Fresh where we would immediately transfer over to Escalations?
Object in the pack and the ingredients being described as too large