Troubleshooting
What is the version of software required for Apple users to access BritBox?
What is OS Version 14 or newer
This is where all Customer account information is found
Evergent
Customer is requesting a show that is not available in their region. How do you handle?
Look up PDF in KB to verify it is not available.
Thank the customer for their interest in the show, and let them know it is currently unavailable, and we will provide feedback to our content team for the possibility of the show being added in the future.
What should you ticket notes include?
What is concerned raised, action taken, and resolution met.
Customer is having issues with getting Britbox to work on their Firestick device. They insist that they are signed in, but their device is making the sign in and input a code.
What is this known as?
What is tethering
Customer is requesting a refund, and we are unable to honor this request
What is payment made via App store, Roku, Google Play, Amazon Prime, and Apple TV channels
Customer calls or emails in, and explains that they say GMB available yesterday but can no longer see the show. They are viewing on Amazon Prime
Ask the customer what country they reside, if in U.S. go to lab to replicate the issue. If you cannot find it, put in content chat in messenger so a TM can escalate.
If in CA, let a TM know so they can escalate.
What is your email SLA? (service level agreement)
24 hours
Customer calls in explaining they are attempting to update their payment, but the system would only allow an input of 4 digits for their CVV. The customer has a Visa
Thank the customer for informing us, and let them know they can try to input a zero before they input their actual 3 digit CVV
Customer calls in due to an automated email stating
" There is a spot of bother..."
What is update payment method
Customer reaches out to cancel their Amazon Prime subscription. What do you need to do?
Direct them to cancel via the Amazon platform.
BONUS POINTS if you provide AP phone number
Open: Means a customer responded and are awaiting a reply.
Pending: Means you have responded to a customer and awaiting customers reply.
Closed: Ticket is completely solved.
Customer calls in for a known issue we are experiencing. What information do you gather to assist tech and billing?
What device are you using?
What type of device is it?
What is the app version of BritBox you are using?
What browser are you using?
Please explain the issue step by step so we have a greater understanding
When Navigating in EV and doing a refund, this is the transaction type that must be selected.
What is all Types
I signed into BritBox today, to discover half of Father Brown is missing. Help! I want it back!
What is uninstall/Reinstalling the app
You had a dropped call, and you need to call your customer back. In order to contact the customer on the same ticket to prevent duplicate tickets, what do you do?
Hover over the call button in Zendesk, and manually enter the number, or use the number that is on the contact.
These are the URL's that need to be visited to complete the tethering process.
Customer calls in to request a refund and is directly subscribed. Their request matches our exeption policy. What must be done?
What is using the messenger refund channel, request refund with ticket number and Cx email address and amount of refund.
This is what you do when a customer calls in explaining we are missing an episode. They can see season 1 episode 4, but it skips right to episode 6.
Ask probing question to determine the region.
If in U.S. attempt to replicate the issue, and if able to replicate send to content channel for TM to escalate.
What contact information do you need to input in the fields of Zendesk?
First name/last name in upper left.
Email address/phone number
Region
Contact Reason
Whether the customer is a subscriber
Payment type
watching platform
ticket channel