Work in progress central location for customer-based policies.

How To Guides

How to Process a Customer Refund

How to Process an External Adoption

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.

1. AM: between 9am-11am local time

2. Mid day: between 1pm-3pm local time

3. 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

• 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

• https://docs.google.com/document/d/1YZYMZCqAXBXw83qPMo445J3pFWmlgPJTyTfoWLf4J8A/edit#heading=h.8vdvg5uzfy0g

Offboarding Steps

1. Update Client Activity Status in most current Hubspot Deal
   Update the Client Activity Status of the current active Deal in Hubspot to “Offboarding.” 

2. 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.

3. 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.

4. 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.