Work in progress central location for customer-based policies.

How To Guides

How to Process a Customer Refund

How to Process an External Adoption

How to Use Fetch

How to Process a New Ticket

How to “sidestep” / escalate a Known Non Solution: https://docs.google.com/document/d/19_ZNuB_zS5nBWqf93pkGn0IX9y8mTK6GueRAJKhUhYU/edit

User-facing support guides

ShelterBuddy Support documentation: https://shelterbuddy.zendesk.com/hc/en-us

Key Activities

1. Monitor Help Desk

   1. Support Pipeline > New

   2. Support Pipeline > Waiting on Us

2. Work on backlog tasks

   1. Delegation and management process is TBD

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.