Solar 101
These are 2 reasons a project may be in inspection review
What is Pending Permits, pending any electrical work, pending install punch list, pending inspection date?
The number we call when we need any help with a customer
What is the Senior Rep Hotline
These are 7 of the 22 categories in ZenDesk
Any category in ZenDesk
This is how many people fall under the Customer Support team?
What is 37
This is the order of all the stages a solar project goes through, in order.
What is NewDeal, Site Audit, Project Review, SOW Confirm, Plans, permits, Install Review, Install, Inspection Review, inspection, PTO, Final Review, Final Complete.
Our current phone system is named this
Vonage
Solar Edge and this website are were you can find production for some customers.
What is Portal
This is where customers can send in an email they have
What is CustomerSupport@freedomforever.com
What is Yes
This is the acronym for upgrading the main service panel
What is MPU
This is the percentage of an acceptable service level by our Customer Support Standards currently
What is 80%
This is where we should check if we cannot find a customer on Portal
What is Podio
This is something that Freedom Forever will not reimburse for during a project.
What is Utility Payments?
This is the name of of Tony's (soon to be) weekly inspirational videos
What are Tony Talks
This is the stage in which monitoring reaches out to the customer to activate the system.
What is Final Review
This is our abandoned call goal
What is 0% or 0 abandoned calls?
This is the department we submit a ticket to if the customer calls in regarding their system not producing
What is Monitoring
This is the most time sensitive category in ZenDesk.
What is Emergency Response?
FREE SPOT
IT DANCING TIME!
This is an acceptable introduction when speaking with a customer?
What is "Hello, Thank you for calling Freedom Forever, my name is (INSERT NAME). How may I assist you"
This is the best way to verify the customer on the phone
What is Name and Address?
This is that app in Podio where you can find Compensations and SPCR's.
What is the Customer Support App
This is the process of moving one warranty from customer to customer when they purchase a home with Freedom Forever Solar already on the house.
What is a warranty Transfer?
This is how we should handle any tech issues that happen regarding our company computers.
What is Submit an IT Ticket?