Tools Related
What is the name of the system that contains Shipt policies?
HQ Hub
What does QA stand for?
Quality Assurance
Target!
How long is the pick-up window for drivers?
30 minutes!
When did the partnership of IntouchCX start with Shipt?
2024!
What is the name of the feature we use when we are unsure about a case?
Asking For Help (AFH)
1. Customer Critical
2. Business Critical
3. Compliance Critical
When was Shipt founded?
November, 2014
Name 2 certifications shoppers need to have to complete orders
Shop Only
Alcohol delivery
Disney Delivery
How many order statuses do we have for marketplace orders?
8 statuses
Mention 2 teams that we work with
Quality Analyst
Trust and Safety
Workforce
Logistics
ExOps
Shopper Excellence
What is the percentage of every question on the Business Critical Section?
8%
Where is the Shipt Headquarters located?
Birmingham, Alabama
Should we escalate this case to T&S?
Shopper: “Hey, I cannot continue these deliveries. I am getting very overwhelmed. I cannot locate the address, and I am having a panic attack!”
Name all the types of orders we have
Marketplace
Prepaid
TLMD
TLMD Direct
Shop Only
Delivery Only
What’s the queue we use to transfer supervisor calls?
Escalate X-Team macro from 6am-10pm CST
What is the percentage of every question on the Compliance Critical Section?
11%
What is the cost of the Shipt membership?
99 dollars per year
If the shopper has had a failed Instant Pay attempt, what should we do?
After 2 failed attempts, sh should reach out to their financial institution. We should not advise them to email: shopperpay@shipt.com
If a prospective shopper accidentally signed up to be a driver, what should they do?
They will need to reach out to drivers@shipt.com.
What’s the queue we use to transfer supervisor chats?
S-X-Team-Escalations-Queue from 6am-10pm CST
The question: Actively engaged with the Customer, is part of this QA section:
Customer Critical
Mention one core value of Shipt
Positivity
Rally
Drive
Authenticity
Caring
If the only item is OOS in a prepaid Target order, should we release the shopper?
No! We should cancel the order per: How do I cancel an order? HUB.
What are some skills we expect from our Shoppers?
Retail knowledge
Passionate about serving others
Calm under pressure
Organized and detail-oriented
Excellent communication skills