Work in progress central location for customer-based policies.
Customer Support SOPs
Support Check-in Cadence
Support reps (currently denoted by those monitoring incoming tickets) need to monitor their environments at least 3x daily.
AM: between 9am-11am local time
Mid day: between 1pm-3pm local time
EOD: before signing off for the day
At time of writing, the “environments” in question are Intercom for Adopets support and Zendesk for ShelterBuddy support. In the future, this may be Hubspot. Consult your manager if you have questions.
Customer Onboarding Steps
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Adopets: Work in progress
https://docs.google.com/document/d/1UDKziWslChSq7fHlw88M6zbGf2KJT7TP7VUlL_HTz58/edit
https://docs.google.com/document/d/1uo91Te-t7sNtWveiMGDKs3KLboWVb81t/edit#heading=h.z8esgadh1t94
ShelterBuddy: Work in progress
Offboarding Steps
Update Client Activity Status in most current Hubspot Deal
Update the Client Activity Status of the current active Deal in Hubspot to “Offboarding.”Conduct an exit interview
An automatic task will be added to Hubspot, to the customer’s CS representative, to schedule an exit call with the customer. You can use this template for the email invitation.Using the Offboarding Form, collect feedback, understand their reasons for not using our product anymore, and see what they enjoyed.
Update Customer Upon Deactivation
When the customer has been deactivated, check with engineering to ensure they no longer have access, and then update the Contract End Date on their current deal to their final day of service.Set Company Lifecycle Stage to Open
Then, in the Company record, update their Lifecycle Stage to Open. This communicates in our reporting that they are no longer an active customer.
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