Updated: August 14, 2023
UPSKILL
ORDER PLACEMENT
TRAINING
PrettyLitter TV Commercial
Campaign
Toll Free Order Placement Guide
What is the campaign all about?
Marketing
PrettyLitter campaigns that are 15 and 30 seconds long will be uploaded and used as TV advertisements. It will be quick and straightforward. But it designed to catch the attention of the consumers.
The marketing department bought 20 different toll-free numbers to lead calls to our IVR, where they can select to be connected to our order placement team.
A list of the 20 Toll-Free Order Numbers that will be used across new media ads can be → found here
Why is it important?
Marketing campaigns are essential for enhancing corporate growth since they help organizations build their brands, accomplish certain objectives, draw in new customers, and boost revenues.
It is also an opportunity to introduce new products like our food bundle and accessories.
Encourages An Upsell and Cross Sell Strategy
Team Expectation
Goal: The CS team aims to ensure an awesome first-order experience for our potential customers. Please be lively and cheerful when speaking on the phone.
Call duration: Our target is to finish the call within 6 or 7 minutes
Call etiquette: Make sure that there's no dead air. Practice how to build customer rapport
Script: Be ready to use the ORDER PLACEMENT
OPENING SPIEL
Release: Target Pilot Date: August 9, 2023
How do we execute?
Headcount: The CS phone team will undergo upskill training.
Duration: 1 hour
[45 minutes discussion] 15 minutes for questions and verification.
Place: MTS Training Room
Training Facilitator: Yvonne
Toll Free Order Placement Guide
Sample Video
Couple things in the works:
"Order Now" Toll Free Numbers will also be displayed on the commercial end card (screenshot below)
PrettyLitter TV Commercial
Campaign
The TV
Channels
IVR Call Flow
What’s coming?
Here’s a guide on how a customer is routed to the IVR flow when they dial one of our toll free numbers. (identified in ORANGE)
Note: For the SUPPORT OPTION
Ideally this option is for product questions that will be catered by the SMS and CHAT channels. Our customers are given an option to be routed to other channels: [SMS or CHATS] if say for example, they are not totally ready to place an order yet, like they have questions or clarifications about the product. And if the customer is ready to place an order, the SMS or Chat team will then instruct them to call the toll free number.
Thank you for calling!!!
Order Placement �Call Flow
Also, First-time customers who order with us online are automatically eligible for our 30-Day Risk-Free Guarantee. If, for any reason, you are not completely satisfied with your PrettyLitter, contact us within 30 days of your original purchase date and we’ll be happy to assist you with a refund.
Note> Before placing the customer's order, we must have their confirmation. This will guarantee that they comprehend our policies and how it operates completely.
Customer: I understand, I am ready to place my order. Ex: Yup, let’s go!/ Let’s get started
Rep: Perfect! To get started with your subscription, we need to determine which plans is best for you. May I know how many cats you have?
Note> This will help you determine how much litter the customer needs and for you to suggest and offer the correct subscription plan.
Note> Once you've gathered all the necessary data, proceed to present the ideal subscription option, go over the costs, and estimate the overall cost.
> After you’ve agreed on the right subscription and the cost It's time to proceed with setting up the account.
Rep: Great! Let’s start with getting your personal information
***************PROCEED TO THE NEXT SLIDE*******************
Identify yourself and the company
Rep: "Thank you for calling PrettyLitter! My name is John. Are you calling to place a new order?"
Customer: Hi John! Yes, I am interested in purchasing your product. I saw one of your TV ads
Rep: Awesome! Thank you for your interest with our products! To address you properly, may I have your name please?
Customer: Sure! This is Daniel Rotman
Rep: Perfect! I'd be delighted to help you place your order today Daniel.
But before we continue, I'd want to let you know that PrettyLitter is a subscription-based service, and that after placing a purchase, you will be enrolled in one by default.
Order Placement �[normal call flow]
Rep: Once an order is placed, please wait between 12-24 hours for the order to be fulfilled except on weekends, our warehouse is available from Monday- to Friday only. Also, It takes between 3-5 business days for the order to arrive depending on your location. Once it ships, you'll receive the tracking information to check the shipment status.
Also, keep an eye out for the email invitation to activate your account, which will give you access to our customer portal.
Customer: Alright! Sounds great.
Rep: I guess we are all set. Is there anything that I may assist you with today?
Customer: I’m all good.
Rep: Great! You will receive a follow-up email about this call today, we would appreciate your feedback. Have a great day and stay safe! Thank you!
Call Flow Continuation
Agent
Check-list
A step by step guide
Whenever You Create A New Subscription. Make sure that I've completed all of these steps:
Recharge
Navigation
A step-by-step guide on how to create a new Customer
Account
Step 1: After opening the recharge tool, click on the CUSTOMERS tab.
Step 2: On the upper right hand corner you will find the ADD CUSTOMER tab, click it.
Rep Script: Okay Daniel, now that you are aware of how the PrettyLitter subscription works, let's move on and start the account creation process.
Recharge Navigation
How to create a new customer Account
Step 3: Fill in all the required information under CUSTOMER DETAILS
Note: After you've entered all the customer information, it should appear like this.
Rep Script: To get started with your subscription, I need to get your personal details.
Note: Please Make sure to verify it.
You may use phonetic spelling
Recharge Navigation
How to create a new customer Account
Step 4: Fill in all the required information for BILLING ADDRESS
One Done Click SAVE
Rep Script: Alright, next is your billing address. May I know if It’s the same as your shipping address?
Note: If the customers says yes, then just Click the box that says: Billing same as shipping, the information will auto populate. Once done, click on save.
Recharge Navigation
How to create a new customer Account
Step 5: When the initial account is successfully created. It should look like this:
The Customer’s Name can be found here
Shipping Address
CX Email Address
Payment Method Used will show up here
Agent Script: Alright I have successfully created an account for you. You will receive an email to activate your account portal. The email address that is associated to your account is the yvonne.moreno@awesomeos.com.
Let me know when you received the invite.
Note: Let the customer confirm and have them create a password. Suggest a password that they can easily remember. Have them right it on a notepad so they won’t forget.
Recharge Navigation
How to create a new customer Account
Step 6: Adding a subscription
1ST: Click Add a subscription
2nd: Click on select a product to add
Agent Script: Now that you have successfully activated your account, the next step is to add your subscription. To get started, we need to determine which plan is best for you. May I know how many cats you have?
Note: It is important to get the customers full set up from the size and number of litter box used to the number of cats using it. To determine or suggest the best subscription plan.
Recharge Navigation
How to create a new customer Account
Chose the number of bags
Step 7: Customizing A Subscription
This is how it should looks like
When you have successfully added the subscription
Agent Script: Perfect choice Daniel! You can never go wrong with starting with 1 bag monthly plan. The great news about your subscription is that its fully customizable to match your needs and lifestyle!
You can:
Just a heads up: All changes will apply to the next order that
has not yet been confirmed or processed.
Recharge Navigation
How to create a new customer Account
Step 8: Adding a Payment Method
1ST: Click Here
2nd: Click Here
3rd: Click Update Payment Method
4th: Fill in the required details
Agent Script: Now that we have successfully added your subscription, let's proceed with adding your payment method. We accept all major credit and debit cards.
May I know which card are we using today?
Note: Once the customer provide the CC details,
make sure to follow the PCI compliance policy flow.
Recharge Navigation
How to create a new customer Account
Step 10: How To Place An Order
Click On Process Order
Agent Script: Alright Daniel, I have successfully added 1 bag of the PrettyLitter Monthly Subscription Plan for $24. Your order frequency is every 4 weeks. Your total amount is: $_____Should I go ahead and process the order today?
Note: Make sure to let the customer know about the total amount after taxes and shipping fee before placing the order. [Include the handling fee of $1.99 and
the tax if there’s any.]
Recharge Navigation
How to create a new customer Account
Step 11: Verifying Placed Order
Here’s the Shopify Order
Number
Agent Script: Your order has been successfully processed. Here’s your order number {___}. Once an order is placed, please wait between 12-24 hours for the order to be fulfilled except on weekends.
An order confirmation will be sent to your registered email on file.
Our warehouse is available from Monday thru Friday only. Also, It takes between 3-5 business days for the order to arrive depending on your location. Once it ships, you'll receive the tracking information to check the shipment status.
To set proper expectation the majority of the orders, is processed and shipped via FedEx.
I guess we are all set, do you have any questions?
Is there anything else I can do for you today?
Note: Once everything is set. Do not forget to state your closing and CSAT spiel.
How to check an order [order status]
Shopify
Shopify Navigation
How to search for the order manually using Shopify Orders customer Account
Order Checking
Step 1: After opening the Shopify tool, click on the ORDERS tab
Step 2: Then on the search bar, type in the customers registered email address on file
Shopify Navigation
Order Checking
Step 3: The customer's name should show on one of the results. Choose the correct one.
Step 4: The customer’s account is pulled up and the most recent order
will show on the main
view, as shown here:
You may click on it to get a more detailed view of the order.
Step 5: Another option is to click on VIEW ALL ORDERS as shown here.
To view the summary of all the orders.
Shopify Navigation
Order Checking
Step 6: After clicking the VIEW ALL ORDERS: The order history will show up as shown below. You will then choose what order number you need to check and a new window will show. Please check the sample screenshot on the right.
Step 7: To see the orders tracking details click the tracking number shown under FedEx, then it route you to the FedEx website.
Tool Navigation
Shopify
Shopify
Navigation
How To Send An Account
Invite
Step 1: Click on more actions
Step 2: Click on send account invite
Shopify Navigation
How To Send An Account Invite
Step 2: This window will appear. Click on REVIEW EMAIL
Step 3: In will route you to this window. Click on SEND EMAIL
Shopify Navigation
How To Send An Account Invite
Note: This is how the account invite should looked like when it is received on the customers end
Zendesk Talk
Tool Navigation
When receiving a call
Zendesk Talk: When an incoming call is received, the toll-free number the client used should be displayed in ZENDESK TALK as shown below.
Keep in mind:
As soon as one the numbers below appears in Zendesk Talk. The caller definitely saw our TV ad and dialed one of the toll-free lines to make the call.
The 20 Toll-Free Order Numbers can be → Found here
PrettyLitter TV Commercial
Campaign
Rep: "Thank you for calling PrettyLitter! My name is John. Are you calling to place a new order?"
Contact Reason
What’s coming?
For the upcoming Toll-Free Order Training, John created a Contact Reasons in Zendesk for detailed ticket tagging. This is an important step in resolving the ticket correctly and capturing the correct information before the call has been completed.
What's changed?
Subscriber Type (i.e. is the customer a):
Account Email
PrettyLitter Order #
Reason For Contact Update
!!RFC Update!!
For toll-free TV ad callers who attempted to create an account but were unsuccessful (for example, because there was no email address),
John created a new contact reason for this.
File path
Account> Question About >Creating An Account
The primary contact reason should be catalogued as: Subscription > Start A New Subscription
Subscriber Type
Account Email________
What's NEW?
PrettyLitter Order #___________
!!RFC Update!!
Call Simulation Exercise
Order Placement Ticket Examples
1683442
Call Listening
CS AGENT GUIDE
Best Practices
Tips and Tricks On How To Avoid Them
Things
to remember
Before and After Placing An Order
Customer Information: Make sure to verify the customer’s full name, email and shipping address. You may use phonetic spelling.
Discounts: There’s a big possibility that the customer saw a discount offering on the commercial. Do not forget to educate the customer about the difference between the new customer discount offerings.
Total Charges: Make sure to let the customer know about the total amount after taxes and shipping before placing the order.
Delivery Partners: It is important to set the customers expectation that the majority of the orders is shipped by FedEx
Recap: Make sure to recap the order number and let the customer know about their next charge date
Internal note: Encouraging Agent Detailed Note Taking. Encouraging agents to take thorough notes. To preserve important personal information on their furry babies.
For example:
Verification
AER
AER stands for 'Acknowledgement', 'Empathy', and 'Reassurance'. Combining these elements into a series of connected phrases is a tried-and-tested way to help the CS Team better manage difficult or upset customers.
'Acknowledgement'
Acknowledging a Customer
'Empathy'
What is the importance of empathizing with customers?
Empathy is the best way for you to show your customers that you care. And while it's not always possible for customer service representatives to solve a customer's problem, showing empathy helps customers to feel that their concerns matter. It reinforces that they are valued by your company.
'Reassurance'
How do you reassure customers?
This simple statement can help de-escalate a scenario while also reassuring the customer. It displays a sort of quiet confidence that the agent is well-versed in issues like these and that they can find a resolution in no time. “I'd be delighted to help you.”
PCI Compliance
For now, if the customer calls to update their credit card, we need to inform them that for compliance and for security reasons we will be pausing the recording of the phone call.
Rep: Hi, this is Yvonne from PrettyLitter, calling on a recorded line. this is regarding your credit card update request. We received your email that you need to update your card on file. Is that correct?
If yes: Proceed with the account verification. Email and shipping address.
Rep: To confirm your account, please verify your email and complete your shipping address.
Note: Once confirmed, you may ask the customer if they have the new card with them. Then before getting the card details, please say your spiel.
Rep: Before we proceed, I will be pausing this part of the recording for compliance and for security reasons. You will also hear a beep to confirm that the call recording has been paused or resumed.
Note: After the update is done, you need to click the icon again to resume the recording. You may say: I have successfully updated your credit card information on file, and you should be all set moving forward. Is there anything else?
If none: State our [CSAT SPIEL]
What does PCI compliance mean?
Payment card industry or (PCI) compliance is mandated by credit card companies to help ensure the security of credit card transactions in the payments industry. The full acronym, PCI DSS, stands for Payment Card Industry Data Security Standard, which is a set of rules and guidelines that businesses need to follow in order to protect cardholders while supporting credit card transactions.
Script for CC Update
How to pause or resume recording
During a call, click the pause button in the ticket call bar or the talk console to pause the call recording.
To resume recording, click the pause button again.
The agent and the caller will hear a beep to confirm that the call recording has been paused or resumed.
Important: If you pause and resume a call, the first part of the call recording is available immediately when you finish the call. The rest of the recording will be processed and added to the recording shortly afterward.
Note: After the update is done, you need to click the icon again to resume the recording. You may say:
I have successfully updated your credit card information on file, and you should be all set moving forward.
ticket call bar
talk console
When on pause
When in recording
MONTHLY PLANS- Default Charge Frequency - EVERY 4 WEEKS | |
One Cat | One bag = $24 |
Two Cats | Two bags = $44 |
Three Cats | Three bags = $66 |
Pretty Litter Subscription Plan Overview
MULTI MONTH PLANS- Default Charge Frequency - EVERY 12 WEEKS | |
One Cat | (3) BAGS= $72 MULTI5 - $5 off [new customer] |
Two Cats | (6) BAGS= $132 MULTI10 - $10 off [new customer] |
Three Cats | (9) BAGS= $198 MULTI15 - $15 off [ new customer] |
Subscription Plan Overview
Agent Cheat Sheet
Product Decks
[If you encounter a customer that has a
Lot of questions]
PRODUCT 101-PrettyLitter Health Monitoring Cat Litter | |
PRODUCT 101- LOTUS FLOWER SCENTED LITTER | |
PRODUCT 101-PRETTYPLEASE | |
PRODUCT 101-PIPS DENTAL TREATS | |
PRODUCT 101-PRETTYPLEASE WET FOOD |
CS PRODUCT SHEETS
Questions
Holding your hand every step of the way.
Contact Reason: What happens if a consumer changes their mind while setting up their account or requests a different charge date for an upcoming order? Should we use 00000 or XXXXX or NA?
Answer: J is going to create a sub field
Drop down
Channel Assigning: If the customer chose to speak with a person over chat during the initial call, and the representative was able to persuade the customer to place an order. Should that agent be required to call those customers in order to continue the account setup process?
FAQs During the discussions
IVR FLOW TESTING ON OUR TOLL-FREE NUMBERS
PL-TFN09 Call with +1 (855) 585-1131
https://prettylitter.zendesk.com/agent/tickets/2034754
Caller: Ana Torres saw one of the TV ads
Rep: Gel
Feedback:
The agent did not use the ORDER PLACEMENT OPENING SPIEL
But was able to pull up the order placement call flow
Action Steps:
Coached the rep to watch out for the ZD caller ID showing the PL TOLL-FREE NUMBERS
Keep in mind:
As soon as one of the numbers below appears in Zendesk Talk. The caller definitely saw our TV ad and dialed one of the toll-free lines to make the call.
Sample Ticket 1
Test calls
IVR FLOW TESTING ON OUR TOLL-FREE NUMBERS
PL-TFN08 Call with +1 (855) 509-1385
https://prettylitter.zendesk.com/agent/tickets/2034778
Caller: Ana Torres saw one of the TV ads
Rep: Ben
Feedback:
The agent did not use the ORDER PLACEMENT OPENING SPIEL
The agent was able to answer all the inquiry
Action Steps:
Coached the rep to watch out for the ZD caller ID showing the PL TOLL-FREE NUMBERS
Keep in mind:
As soon as one of the numbers below appears in Zendesk Talk. The caller definitely saw our TV ad and dialed one of the toll-free lines to make the call.
Sample Ticket 2
Test calls
PrettyLitter TV Commercial
Airing Time
8/9/23 | 8/10/23 | 8/11/23 |
10:14 AM EST | 11:29 AM EST | 1:08 EST |
10:45 AM EST | 2:00 AM EST | |
11:19 AM EST | 5:06 AM EST | |
1:21 PM EST | ||
7:39 PM EST |
PrettyLitter TV Commercial Reminders
Note: Pacific Standard Time is 3 hours behind Eastern Standard Time.
PrettyLitter TV Commercial
Campaign
Rep: "Thank you for calling PrettyLitter! My name is May, are you calling to place a new order?"
Zendesk Call Console
PrettyLitter TV Commercial Reminders
Upskill Order Placement Training Survey
Upskill Order Placement Training Survey |
We Need Your Feedback
THANK
YOU!