New Customer Support Master Doc (July 2015)
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Customer Service Guide
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Great customer care is what will differentiate the next generation of printer buyers. There are people out there who know it all and create trouble because our system is different from what they expect, and there are people out there who hoped for an easier machine and sometimes need quick help. In either case we need to stand out above other companies in making sure they are able to setup and get printing quickly.
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Make sure you understand the support ticket flow as well as the agent/group/status definitions explained in this doc, and which agent and/or group you are assigned to work on. If you do not understand anything, please ask a manager for guidance. It is your responsibility to make sure that you either understand everything correctly or ask for clarification.
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Please make sure you are familliar with the folowing guides:
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Our Customer Support Guide:
https://docs.google.com/presentation/d/1FvLmh6hJFy3UqURXBIb2hgSB-yt72ugE0KfY461U0XE/edit#slide=id.gb2d5a93a8_0_54
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Our Guide to Using Freshdesk:https://printm3d.com/solutions/category.php?id=5
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Also please make sure you keep up to date on our customer service meeting notes here:
https://docs.google.com/spreadsheets/d/1Uc37-ntX-eVndGMF4EKbG02leS0ALRzVoPjCRgCbYu4/edit#gid=82818106
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IF you are assigning tickets, make sure you follow this guide:
https://docs.google.com/document/d/1njnTknzzPb8eRYOVimuSIH--wBjBQXa85-WbdiPOR38/edit
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