Tools & Systems
Which system do we use to interact with Customers?
Zendesk!
Name the 2 Tovala ovens that are still available to purchase and their standard price
The Smart oven Pro $299
The Smart Oven Airfryer $249
How many meal options does each menu have?
Every menu has 30+ different meal options to choose from.
What delivery options do customers have and when do these options deliver?
Cycle 1 meal orders arrive on Monday - Wednesday.
Cycle 2 orders arrive on Thursday or Friday.
Return Warranty
For all Tovala Smart Ovens purchased directly from Tovala through tovala.com, we offer a 100-day return policy with free return shipping. Your oven may be returned within 100 days of purchase.
Which platform is Built into Zendesk and can be used for daily Scheduling
Assembled
Name the feature that is available on the Smart Oven Pro but not on the Smart Oven Airfryer.
Steam Function
How much does a basic meal cost?
$12.99 for one portion. $9.99 per serving for dual meals.
Which facilities are our meals shipped from?
Chicago (Tubeway) or Salt Lake City (Westvala).
Which customer's are eligible for an exchange?
Customer's that are still in warranty (1 year)
If the customer is OOW and orders meals
Where can I see a customer's oven purchase records, meal plan settings, meal information, coupon codes, and term overviews
Glaze
What is the recommended way to clean the oven?
By using a damp cloth + mild dish soap after every use
What meal plan sizes do we offer at Tovala?
Meal plans come in sizes 4, 6, 8, 10, 12, and 16 meals per week.
What can we ship through FedEx?
Meal shipments during both cycle 1 & 2. It is also used for oven and accessory shipments.
Accessory Replacement Policy
This platform houses agent SOPs, policies, and internal resources.
Zendesk Knowledge Base
What kind of fan does the Airfryer have and why?
It has a two-speed convection fan which allows more air to circulate faster throughout the oven, creating a stronger air fry experience than the Smart Oven Pro (which have a one-speed convection fan).
What are Premium meals?
Premium meals are meals that cost more per portion due to extra components or more expensive ingredients.
How can we check which carrier is available to ship for a customer?
The Zip code Tool.
Buy Out Process and calculation
If a customer wants to cancel their meal plan and keep their oven but still in commitment.
Buyout amount is always the difference between the full price oven and the sale price with commitment. If oven is $299 and sale price was $49, buyout is $250
I want to see my performance, ei CSAT and QA
Medallia/Stella connect
Customers who are not connected to WiFi can still enjoy Tovala meals using the manual features of the oven. What feature and how?
Reheat. Press REHEAT, input the time provided in the app (or the highest time provided on the meal card for your specific meal) + 2 minutes.
Where can a customer find meal preparation information?
It is available on the meal insert, you can view additional information online or in the app by clicking on the meal itself.
When do we automatically offer a carrier change to a customer?
If the customer has had 3 or more carrier specific problems.
Credit VS Refund - By default which customers do we process a credit/refund
Default to crediting the customer if the customer has an active meal plan
Default to refund if the customer requests it or has canceled/paused their meal plan