Contacting Customer: Policies for Team Members

Contact customer by responding to the ticket, not directly via email.

If an existing customer emails you directly instead of emailing the support address, forward the email to request@thinkauto.geekgirlsit.com and a new ticket will automatically get created for that customer.  (This method does not work for the customer. The customer should email support@nygeekgirls.com in order to create a ticket. It is appropriate to advise the customer of this for future reference after forwarding the ticket for them.)

If other users need to receive the response, add them to the ticket as additional contacts or add them to the note when you create it in AT. 

If the customer calls in and we need to get back to them, it's appropriate to ask if they prefer that we call back or email them. If they prefer email, we should use external ticket notes for that. If they prefer phone, then after the call, send a follow-up external note through the ticket so we have written documentation of the information exchanged with the customer.

Customers who request text messages

Generally, we do not communicate with customers via text messaging. We do not want the tech's personal phone number to be available to the customer. We also want all communication with the customer to be documented in the ticket.

We never ask the tech to “text the customer when they're on the way.”

In the rare situation in which the tech is on the assignment and needs to speak with the customer, and the customer advises that they cannot pick up the phone, we can text the customer from the Slack app by using the #texts-in-and-outgoing channel. The channel uses the Clerk add-in. (https://clerk.chat/ )

Note: Please advise customer that this number is for texting only once a ticket has been opened. We do not receive phone calls or accept support requests via text.

• Related Articles

• Viewing SMS Messages: Slack Clerk Integration, Ring Central SMS

  Clerk and SMS We can use our Clerk number in Slack to receive SMS messages. Our Clerk number is (973) 888-1097. (To send texts, you must visit the web interface. See this article.) We also use this number for 2FA when SMS is the required method of ...

• Sending and Receiving SMS (Text) Messages in the Clerk Web Interface (Draft)

  As a mater of policy we do not communicate with customers via text. When absolutely necessary, we can use our burner number in Slack to send and receive SMS messages. Our burner number is 973-888-1097. Setup 1, Log into https://app.clerk.chat/ 2. Use ...

• List of Slack Integrations and Apps We Use

  Chatlio - for chat (currently disabled) Clerk - for receiving 2FA SMS codes (and texting customers ONLY when absolutely necessary).  Slack Email app:  https://nygg.slack.com/apps/A0F81496D-email?next_id=0

• Service Principles for All Team Members

  Be friendly. Don't be chatty. Focus on how the customer might interpret your words and on the customer's needs or mood. Do not put the customer on hold without their permission. Always say, "may I put you on hold for a moment?" and wait for ...

• New Prospect and Client Intake Instructions (New Customer)

  This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers. The only difference is that instead of creating the account ...