Partner Contacts the Contact Centre by Phone


Thank you for calling; what can I help you with today?


Step 1: Start with looking up the user account information and ensure that the account details are correct (user name, phone number and title).


Step 2: If the partner wants to update their content, ensure that the content is not managed by a Data Provider. If so, follow data provider procedure


Step 3: Work with the Partner to help them solve their issue/question. Make sure to look at the listing notes.


Step 4: If they do not seem satisfied or require additional support, take a hands-on approach to getting their issue solved. If you are able to solve their issue easily, ask if they have a few minutes to walk through the steps you took to solve. 


If no, ask if there is a follow-up date and time when they might be interested in walking through their content. 


Step 5: Look at the listing content Health Score and QTs – is their room for improvement? Does the partner have any offers or events associated to their listing? Are they all Published? Expired? Tell the partner where to view their health score and access reporting. 


Step 6: Look at their website. Ask the partner about their business and the experiences they offer. Look for additional Offers, Events or Listings that could benefit the partner.


Step 7: If possible, walk the partner through adding content and have them enter while they are on the phone. Offer to start the content for them and have them go through and update and submit. If they don’t have time, ask them if they would like a follow-up call?


Step 8: Thank them for their time.


Step 9: Add an Internal note on their file of what you helped with and anything that would be helpful to know for next time. If you have started content and saved as a draft, flag for a follow up in 2 weeks time. 


Step 10: Initiate a Freshdesk Ticket; send to the partner with the action you performed, any recommendations you have for them to follow up with (adding an additional listing, offer, etc.) and mark the ticket as solved or Pending, depending on if a follow up is required on their initial issue. 


 


Partner Contacts the Contact Centre by Email


Step 1: Asses the partner's issue and work to solve.


Once the partner's issue has been solved, see if there is additional opportunity to engage with the partner:

  • Look at the listing content Health Score and QTs – is their room for improvement? Does the partner have offers or events associated to their listing? Are they all Published? Expired? Tell the partner where to view their health score and access reporting. 
  • Look at their website. Ask the partner about their business and all of the experiences that they offer. Look for additional Offers, Events or Listings that could benefit the partner. 
  • If their is eligible content, reach out to the partner to let them know that you have some recommendations and ask if they have some time to walk through the recommendations 


Step 2: Add an Internal note on their file of what you helped with and anything that would be helpful to know for next time. If you have started content and saved as a draft, flag for a follow up in 2 weeks time. 


Step 3: Update Freshdesk Ticket; ensure title is complete and descriptive, outline any recommendations for them to follow up with (adding an additional listing, offer, etc.) and mark the ticket as solved or Pending, depending on if a follow up is required on their initial issue.