Branding
Where should you always check to confirm the correct brand for an email?
What is the “conversation insights panel"
What part of an email should you double-check to ensure you’re addressing the right customer?
What is the email signature
How many emails should an agent handle per hour?
10
If more than two back-and-forth emails don’t resolve the issue, what should you do?
What is make an outbound call
100pts
Why can’t you rely on the brand name displayed near the customer’s name?
Because it shows the last account accessed, not the actual email brand.
How would you pluralize the word Autoship?
Autoship Orders
Within how many hours must all assigned emails be responded to?
2-3 hrs
How should you write medication/item quantities from 1–10?
In words
What email address is used for SMS responses?
What is support@allivet.mail.kustomerapp.com
Besides the insights panel, what else shows the accurate brand?
What are the tags on each email
How can you view the full context of what the customer is replying to?
By selecting the three "more options dots" to view full email and hover over email
Free Points
300
Quantities above 10 should be written how?
In digits (e.g., 11, 12).
Which brand do SMS messages always belong to?
What is Allivet
What should you include if responding after 24 hours?
What is an apology for the delay
Which closing should be used for all Allivet emails?
What is [Email_Closing_Allivet]