Tovala Jeopardy

Tools and Systems

100

Which system do we use to interact with Customers?

Zendesk

200

Which platform is Built into Zendesk and can be used for daily Scheduling

Assembled

300

Where can I see a customer's oven purchase records, meal plan settings, meal information, coupon codes, and term overviews

Glaze

400

This platform houses agent SOPs, policies, and internal resources.

Zendesk Knowledge base

500

I want to see my performance, ei CSAT and QA

Stella / Madellia

Ovens

100

Name the 2 Tovala ovens that are still available to purchase and their standard price

The Smart oven Pro $349
The Smart Oven Airfryer $299

200

Name the feature that is available on the Smart Oven Pro but not on the Smart Oven Airfryer.

Steam Function

300

What is the recommended way to clean the oven?

By using a damp cloth + mild dish soap after every use

400

What kind of fan does the Airfryer have and why?

It has a two-speed convection fan which allows more air to circulate faster throughout the oven, creating a stronger air fry experience than the Smart Oven Pro (which have a one-speed convection fan).

500

Customers who are not connected to WiFi can still enjoy Tovala meals using the manual features of the oven. What feature and how?

Reheat. Press REHEAT, input the time provided in the app (or the highest time provided on the meal card for your specific meal) + 2 minutes.

Process/Procedure

100

Return Warranty

For all Tovala Smart Ovens purchased directly from Tovala through tovala.com, we offer a 100-day return policy with free return shipping. Your oven may be returned within 100 days of purchase.

200

Which customers are eligible for an exchange?

Customer's that are still in warranty (1 year)
If the customer is OOW and orders meals

300

Buy Out Process

If a customer wants to cancel their meal plan and keep their oven but still in commitment

400

When do we automatically refund a customer?

Default to refund if the customer requests it or has cancelled/paused their meal plan.

500

Explain a pick and call tag process.

1. Pick Up- the customer will print their own return label and attach it to the box. FedEx will pick the oven up. Please use the Internal Note: Schedule Pick Up macro to request
2. Call Tag- FedEx will bring the return label with them when they pick the oven up. Please use the Internal Note: Call Tag Request macro to request

General Tovala Q's

100

What does FBI stand for and what does it mean?

Food Bourne illness
Any time a customer reaches out stating that they became ill after eating a meal or had a reaction to a meal the issue must be reported

200

What delivery options do customers have and when do these options deliver?

Cycle 1 meal orders arrive on Monday - Wednesday.
Cycle 2 orders arrive on Thursday or Friday.

300

Which facilities are our meals shipped from?

Chicago (Tubeway) or Salt Lake City (Westvala).

400

What system & Icon will be used to see available carriersfor a cx ?

Carrier look up tool / Zip code tool

500

On which delivery days and cycles does the below carrier offer to deliver.

Fedex
1. Ship day of the week - Tuesday - Ground -day 2

Thursday
Cycle 2