General
What are the 5 porch Insurance Benefits the customer receives?
Home Warranty
Movers
Handyman Vouchers
App/Web features
Porch Concierge
When does the Home Warranty take effect?
When the customer's Porch Insurance takes effect.
Where is the Porch App available?
Google Play Store (Android) and App Store (iOS)
What is the 2 by 2 deal?
2 helpers for 2 hours of labor
What kind of jobs are handled by the handyman team?
Small projects/maintenance
What should we do before we offer to help with TV, Internet, Phone, and Security?
Make sure to receive the customer's consent to continue with those offers.
How soon after their policy is in effect can they file a claim?
No waiting period.
In what tab can the customer add their appliance?
The "My Home" tab
Name 2 tasks the 2 by 2 movers can help with.
Loading
Unloading
Rearrange on site
Packing
Unpacking
How many handyman vouchers does the customer receive, and how much are they worth?
4 vouchers of $25 each
What should we do if the customer indicates they don't have time to take your call?
Thank them and proceed to close the call.
Name two additional benefits of the Home Warranty.
Residential Glass Coverage
Refrigerated Product Coverage
What are three things customers will be able to do on the welcome screen?
See Insurance/Warranty details
File a Claim
Upload their inspection report
When the customer wants to use their 2 by 2 benefit, what should we do? (process)
Warm transfer to the Porch Moving team. Let the agent know they are a PI member, and provide their policy number.
If the customer mentions they need someone to powerwash their driveway, what should we do?
Help book the job or transfer to the handyman team
What do we do if the customer needs help with their Porch Insurance policy?
Transfer to the Porch Insurance Support team.
What is the total annual coverage of the Home Warranty?
$15,000
What information will the customer need to create their account on the app/web?
Full name
Date of Birth
Property Zip Code
What do we do if the customer has already booked their move but needs to change the date?
Warm transfer to the Porch Moving Team for any modifications.
If a customer needs someone to paint the outside of their home, where should we direct their call?
To the Porch Pro team.
What's the most important aspect of our calls?
Providing a great Customer experience
When do we transfer or escalate a call, and where do we send them?
Claims/refund - Claim Team
Policy or account Changes - Warranty Team
When should we transfer/escalate Porch App issues?
Once we have exhausted our troubleshooting options, or if the customer has a complaint about the app.
Name 2 jobs besides labor-only that our Porch Moving team can book for the customer.
Movers + Truck
Full Service Moves
What should we do if we are unsure if the job the customer needs done is a handyman or a pro job?
Ask for as much detail to help determine the correct team. If you are still unsure, transfer to the handyman team for further assistance.