Kustomer
When placing an outbound call, Kustomer generates an additional "conversation" within the account. What process do we use to avoid having multiple conversations and to keep the ticket organized?
Merging
How do we access retool/ our rater?
Click the See All Results button
How do you log a sale?
Sales Log button in Kustomer
You are assigned a lead that texted "I'd like some help switching insurance". What do you do first?
Call them!
I'm out of training/nesting and I have a question regarding a quote I'm working. Which Slack channel should I use to get manager support?
#Consumer-ops-helpdesk
Time zone for send later and message timestamps are always in
Your computer time zone
Once we access retool, what is the button we always click?
Edit Latest Profile
What two types of documents do you send after each auto sale?
Policy declarations and ID card(s)
If I'm unable to sell a policy, what is the most likely workflow (what will I send them instead?)
Ad link
How would you be able to tell if a customer had already clicked an AdLink for a given carrier?
A date would show up in the "Clicked" column
What are the 3 conversation statuses in Kustomer?
Open, Snooze, Done
In the Reference # column, what it mean if a carrier says "Not yet quoted"?
An automated quote was not pulled or available - no preliminary rate was available and you will need to manually quote
True or False: I do not need to file a quote outcome when I sell a policy
False! We file an outcome anytime we bridge into a carrier site, whether it results in a sale or not.
I just sold a policy, and forgot to ask if the customer needed help cancelling their current policy. What button/feature can I use in Kustomer to request Customer Service assistance?
Servicing button - use it to create a servicing request to cancel customer's previous policy
You’re working on bringing up your Bind Quality Qualifier score. Where can you review your scores in detail?
MaestroQA
What are the two types of drip campaigns? What does each one do?
Fast follow: for if we haven't quoted them yet; generic messages, driving inbound contact
Quote Drip: specific messages tailored around a quote discussed or sent to the lead previously
Where can we find alternate (non-auto) product availability by state?
Carrier SSOT
What are the two shortcuts you use after a sale?
#SoldPolicyText and #SoldPolicyEmail
When would you not start quoting with the top result in Retool? (4 reasons)
Already insured with the carrier, underwriting/appetite doesn't fit, had a bad experience/ refused, result is more expensive than current rate
You need a refresher on Michigan PIP coverages for a customer. Where can you look first?
Knowledge Base (book icon) in Kustomer
What are the four sub-statuses for snoozing? What do they do?
Follow Up: Default setting - reopens the conversation and leaves agent assigned
Scheduled Callback: Creates calendar invite, sends slack & calendar alerts, leaves agent assigned
Reassign: Reopens the conversation, removes the assigned agent, moves convo back to team queue
Too Early To Call: Reopens the conversation after 8am customers time, removes the assigned agent, moves convo back to team queue
What does the "Fulfilled by" column show?
Which options we can quote/ sell in-house vs ad links (carrier selling/hoping to sell directly)
Where can you find issuing carrier for logging a sale [if multiple writing companies show up as the blue links]?
Policy declarations page
A lead from CA texted in asking for quotes late last night and it's now in my inbox 9am EDT the next day. What do I do next?
Snooze (too early to call) until 8am PST/ 11am EDT! We cannot call before 8am local time
Proof of prior from the customer is required for a sale - but they don't have it right now. What are the two options to proceed with them now?
1. Bind the policy without the POP discount applied (can tell them we can apply it if/when they submit it).
2. Schedule a time to follow up once the customer has the documentation and issue it then.