Process Objective

For level one customer service staff to be able to efficiently and easily book a call back for a SpyStore customer with one of the specialist staff members with minimal impact to the customer experience. 

For Spystore Specialists to be able to manage their time and call back workload.

Links

Product Information - https://calendly.com/the_spystore/product-info

Setup Assistance - https://calendly.com/the_spystore/setup

Troubleshooting - https://calendly.com/the_spystore/troubleshooting

Scheduling Call Backs

Agent Scheduling via Phone or Chat

1. Attempt to assist customer to the best of your abilities 
   1. Make sure that you are checking the website, as well as any manuals for the product to give the customer as much information as you can
       
2. If they require specific information from a SpyStore Specialist then advise the customer that you can book a call back with one of our specialists and if over the phone request the information in step 3 
    
3. The following information is required to book a call back:
   • Full name
   • Email address
   • Phone number
   • Date and time they wish to receive a call
   • What product they need assistance with, or products they want information on
      
4. Click the relevant link or send the appropriate canned response depending on the type of assistance the customer needs
   1. Canned Responses are named the same on chat & tickets
      1. Product Information - SCB - Product Info
      2. Setup Assistance - SCB - Setup
      3. Troubleshooting - SCB - Troubleshooting
   2. If making the booking for the customer
      1. Select the date and time requested by the customer & hit confirm
      2. Enter the customers details and click "Schedule Event"
          
5. Confirm with the customer that they received the notification email & advise that they will receive a call within those 30 minutes
    
6. Notify the team in cx-team-only with @here at the start and make sure that one of the level 2 staff confirms the booking
   • Specialist staff can confirm by ticking the notification in chat

Canned Responses

Email

• SCB - Product Info
• SCB - Setup
• SCB - Troubleshooting

Hi {{requester.firstname}},

Thanks for your email, 

It sounds like you may benefit from speaking to one of our SpyStore technical specialists to further assist you with this issue. You can book a call back with one of our specialists by clicking the link below and filling out the information. 

https://calendly.com/the_spystore/XXXXXX

Once you have booked the call back you will receive a confirmation email to your nominated email address and one of our specialists will give you a call within that time period. 

If you have any further issues please let us know!

Chat

• /SCB - Product Info
• /SCB - Setup
• /SCB - Troubleshooting

You can book a call back with one of our specialists by clicking the link and filling out the requested information. 

https://calendly.com/the_spystore/XXXXXX

Setting up with Google Calendar

This section is for SpyStore level 2 staff only

1. To subscribe to the calendar open your Google Calendar
2. Click the cog in the top right of the screen
3. In the menu on the left click "Add calendar" then "Subscribe to calendar" 
4. Enter the email [email protected] 
5. Once you're subscribed I'd also recommend adding event notifications, this is halfway down the page