Account Suspend
Billing & Security Wizard
Transfer Wizard
CMT or Salesforce
Say What??
100
Why would a customer want to suspend their account?
If your marketing activities are on hold, suspend your account to keep all of your content, reporting, and contact information stored for when you're ready to use it again.
100
Your customer uploaded the wrong contact list & is now worried about having to pay at the higher tier level. How are requests to reset contacts handled?
Immediate COLD Transfer to Billing
100
Would I take or transfer a call about Automation troubleshooting questions that are not about the Welcome Email?
Transfer
Support>Automation
100
Where do you find the steps to monitor someone in Five9? (to listen to their live call)
Salesforce> Article 44000
100
Besides Username, what are the 4 possible pieces of information you can ask for to authenticate the caller when the case does not pop?
Account User First and Last Name
Phone Number
Company Name
Website Address
200
How is my monthly bill affected when my account is suspended?
Instead of paying your regular monthly fee, while suspended, your account is charged a small monthly fee.
200
How do you help your customer with any prepay discounts?
You don’t! - Immediate COLD Transfer to Billing
200
A Pro Package Cancellation is a warn transfer to Retention. How long do you wait before transitioning to a cold transfer?
5 Min
200
When emailing a customer, from where do you send this?
Salesforce> Case> Feed View
200
How do you open a call? (What are the 3 pieces you need to include?)
Branding/Greeting
Authenticate
Offer of Assistance
300
What can I do while suspended?
While your account is suspended, you can:
Create emails.
Store and access your contacts and lists.
Upload a file of contacts.
Keep your sign-up forms active, so you can continue to collect contacts.
Send automated Welcome Emails.
View and manage reports.
Keep the images and documents stored in the Library.
Create Events and Event invitations.
300
How do you help your customer update their payment method?
Attempt to walk the customer through the process using Article 5781.
If the customer is unable to complete the walk-through with you:
Complete the process for the customer.
No further verification needed and please do not transfer.
300
What processes are associated with Credit/Refund requests that are related to SRQs?
Tier 1 Reps are to update their existing case and provide a description including the amount requested by the customer
Save the case "In Progress"
Make sure to attach the SRQ related to the issue.
Let customer know they will get an email from the Billing department with what our findings are.
Please do not make any guarantees.
Place the existing case into the Billing support queue to be processed.
If there is no SRQ and the customer is just dissatisfied with the customer service experience or the product the Tier 1 rep can approve up to $20.00 and place their existing case into the Billing support queue to be processed.
300
Where can you view Verified Addresses for the customer?
CMT> Verify Email Addresses> Verified Email Addresses
300
What are the three pieces of "building the relationship" with the customer?
Acknowledgement
Empathy
Reassurance
400
What can I not do while suspended?
While your account is suspended, you cannot:
Send test emails.
Schedule and send live emails and Event invitations.
Send automated Birthday and Anniversary Emails, or an Automated Email Series. They're paused for the duration of the suspension and resume when the account is unsuspended.
Use Social Share or Social Post features.
Publish events.
Open registration on already-published events. Suspending closes registration temporarily.
Continue to receive survey responses. Accounts with an active survey aren't able to collect responses while in suspension.
400
What information am I never allowed to disclose for security and compliance reasons?
Last 4 of the credit card number
Send a contact list from the account (Active accounts only)
Provide a Campaign Creator with any account billing information
No need to ask the Security Question because we cannot do these 3 things, EVER
400
Will you warm or cold transfer to the Spanish Support Line?
Cold
400
Where do you find the Email Authentication Wizard?
Salesforce> Actions> Job Aids FAQ
400
If there is no caller on the line, we call that a Ghost/Silent caller. What do you state after waiting for at least 30 seconds?
Hi, if you can hear me I cannot hear you. {Pause} If you are still in need of support please give us a call back at 866-289-2101 and a representative would be happy to assist you further. Thank you
Article 45153
500
How do I unsuspend my account?
When you're ready to use your account again, you can quickly and easily unsuspend it. All you have to do is log in and:
Click the user name in the upper right-hand corner and select "My Account."
Click Unsuspend My Account.
Choose your payment options and confirm the charges.
500
Your customer has Billing questions related to Single Billed Partner Accounts. How do you handle this call?
Transfer to Partner Support!
Questions about single billing are handled by the Partner Team.
500
What phone number do I provide to someone wanting to call the Loveland Front Desk?
970-203-8100
500
Where can you log into the customer’s UI as the Campaign Creator?
CMT> Summary> User Summary > click the proper icon in CTCT Login column
500
What is the proper Call Closing?
Have I answered all the questions you called in about today?
Show Appreciation
Brand Constant Contact
Why is the following not a good choice? "Is there anything else I can help with?