Things that went well.
What was Victorias demeanor in the call?
Fun / warm / polite.
What should of been done after learning the users issue?
Placing user on hold / restating the users issue
What was the users issue?
Selling herbs and sea moss and having challenges setting up shipping as the current shipping rate its giving is to high.
How did she show her personality in the call?
Singing/ laughing/ giving compliments
What was the biggest disconnect in the call?
Usps estimating cost of shipping for product vs shippo and calculation based off zip code
What did the user want to calculate the shipping based off?
Zip code
How many suggestions did she give? What were they?
2
How could Victoria have better phrased "what do you think of product groups"?
By letting user know the set up that she has found that will better suit her needs.
Why did the user want to use shippo?
Thought that it would help if customers order a hodge podge of things will it calculate based off of zipcode.
How did she emphasize with the user?
"Woah woah woah it should def not be 12 dollars"
Agreeance with the how steep the pricing is.
When did Victoria start trying to solve the issue?
Right away! Could of utilized a hold and took time to look into it.
Why were the rates incorrect?
User had priority mail selected and needed first class.
What did she say to be able to let them know about suggestions?
Don't leave yet.
How was Victoria's confidence in shipping?
Not very confident. Not v knowledgeable of shipping.
What was the relationship between the two girls on the phone?
Business partners/ Mother in law sisters