Work in progress central location for customer-based policies.
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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
Adopets: Work in progress
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https://docs.google.com/document/d/1UDKziWslChSq7fHlw88M6zbGf2KJT7TP7VUlL_HTz58/edit
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Your Support Workflow
🌅 Start
- Log in to Hubspot & set Help Desk “Available”
- Review Slack notifications.
- Help Desk
How to Manage Hubspot Help Desk
☀️ Middle
- Actively respond to incoming tickets
- Downtime tasks: onboarding data, renewals, CRM projects, etc.
- Scan for fringe tickets (e.g. engineering holds with long delays)
🌇 End
- Check Help Desk & Tickets: Support Pipeline, try to leave as few 🎾 Our Turn tickets as possible.
- Set status as “Unavailable” to prevent off-hours assignment.
Downtime activities
- Update Adopets 1Password data: (set website to “rescue.adopets.com”, rename former customers as “Z_ShelterName,” move former customers into the “Archived” folder, fix confusing acronyms where possible.
- Help with renewals
- Renewal Update Queue HERE
- How-To Guide - Resolution documentation
- Add new solutions here
- Virtual Shelters
- Knowledge Base Migration & Re-Categorization in Hubspot
- https://trello.com/c/mMSdTFKT (Outdated Trello card, but keeping this here for memory)
- Help with onboarding content https://docs.google.com/
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ShelterBuddy: Work in progress
Offboarding Steps
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Update Client Activity Status in most current Hubspot Deal
Update the Client Activity Status of the current active Deal in Hubspot to “Offboarding.”
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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.
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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.
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Schedules
See Support Coordinator schedule HERE.
Each Monday, per the Jira Revenue Board, review your scheduled hours and make sure they reflect time
Stephanie
Flexible Window: M-F ~7am-1pm
Official Hubspot Availability:
Andre
Flexible Window: 5pm-8pm
Official Hubspot Availability:
Shilpa
Flexible window: M-F ~10am-4pm
Official Hubspot Availability:
Coordinator 4
TBD.
External (non-Confluence) Resources
ShelterBuddy Support documentation: https://shelterbuddy.zendesk.com/hc/en-us
Adopets Support documentation: http://help.adopets.com/en/