Show:
Providing Support that WOWs
If You Build It . . .
The Ability to Deliver
The Process
The Company!
100
This is where managers tag their chatter posts that contain important information.
What is #managerdigest?
100
These are two types of titles a customer can use to identify a message.
What are subject name and message name?
100
iContact gives this name to the kind of server that sends large batches of email
What is a drone?
100
This is the status a case should be marked as when you have solved the customer issue
What is Closed?
100
This is the Executive Chairman of iContact.
Who is Aaron Houghton?
200
If you receive a call from a customer who wants to cancel their account, this is what you should do.
What is transfer to Customer Care?
200
This is the default character encoding on iContact accounts.
What is UTF8?
200
This program disabled the dirty spammer who sent millions of spammy emails each day.
What is Coleslaw?
200
This where emails that you have taken from the email queue appear.
What is the "My Open Cases" queue?
200
This is the number of designer templates available to iContact Free Edition customers.
What is 24?
300
This is an issue in a customer’s account that you can recreate in multiple accounts
What is a bug?
300
An iContact paid subscriber plan has this multiplier for their monthly sending limit.
What is six times?
300
This is the new Director of Deliverability.
Josh Tracey (who used to play on the World Series of Poker ... true story just ask Kelly Kapowski).
300
This is the specific part of SFDC where you can search for answers to common questions.
What is the Knowledge Base?
300
What was the major milestone as a company that we reached on 9/1/2011?
What is 1 million users? ("Puppetry in Education & Therapy")
400
This will result in an automatic fail on your QA evaluation.
What is unprofessional behavior?
400
Nonprofit organizations in North Carolina receive this discount.
What is 100% (up to 10,000 subscriber limit)?
400
When customers first upgrade their accounts to send 10,000 emails (or more) a month, their emails will go through this process.
What is Message Review?
400
This is the minimum cost to have a customer footer.
What is $4.95?
400
This is the type of business that is focused on the Triple Bottom Line
What is a B-Corp?
500
This is what you can do to make a personal connection with a customer.
Why would you send an outreach email or card.
500
This is the department that provides custom template and custom footer creation
What is Premium Services?
500
On the Message and Spam Report, this is what the “F” stands for in the F/A/T Spam Check information
What is Final Spam Score?
500
This is the only time the rep can follow steps to reactivate an account.
What can a rep do if a customer has been automatically cancelled due to a past due balance and they want to pay and continue using iContact.
500
This is what PSG stands for
What is Product Support Group