Products and Processes
This acronym is a type of payment processing and utilized for linking a bank account.
ACH
Waiting for a call? You can do one of these three things to keep you efficient. (List all three)
1. Check personal queue
2. Review assigned voicemails
3. Review emails in general queue
Escalations that may be a technical or systemic issue would be routed to this team.
Engineering Team
Used as Ramp's wiki, you can locate team details, company board records, and HR information.
This tool is used to correct card merchant details and how they reflect in our system. You can change merchant name, domain, logo, category, and more.
Merchant Sanitization Retool
This product allows for bill payment to common vendors sent via a multitude of payment options.
Bill Pay
PTO requests must be submitted at least ______ in advance
Two weeks
The second step for escalations includes friendship with this team within CX
Support for Support
This tool is one Lori claims to use more than our customers!
Ramp Help Center
This tool allows for accounting firms to access their Ramp customers in one easy view
Advisor Console
To allow flexibility (LOL), Flex can be repaid in these four repayment timeframes.
30, 60, 90, 120 days
Internal notes should be updated whenever a case is left in these two ticket statuses
Support for Support is available via these two channels.
cx-s4s-live
cx-s4s-email
This Guru card outlines our automated phone verification process, better known as this acronym.
This tool allows for tracking adherence, schedule, and breaks
Assembled
Ramp integrates with multiple accounting softwares and can _____ transactions, categories, and merchant details
Sync
This action is done within Zendesk when a customer writes in multiple emails and we would prefer to be efficient.
This macro should be used when escalating to your manager or team lead.
Manager Escalation macro
This one stop shop provides a list of all macros along with helpful links to access the macro.
Zendesk Macro Catalog
Providing a historical view of the customer activity, this tool helps troubleshooting and understanding customer concerns
Log Rocket
Currently, customers can send bill pay payments via same day ACH via this small fee.
$10
This team meeting is held each week and reviews all the happenings over the last week
CX Weekly Recap
Escalations to our product or engineering teams can be done via ______ directly via this section in the left panel
Zendesk/Slack
Utilized with sending emails, these quick text options allow for efficiency and clear communication with our customers.
Macros
This nifty tool helps drive efficiency by populating relevant Guru cards and help center articles directly in Zendesk
Agatha