CASE TYPES & DEPENDENT REASONS

DEPENDENT CASE REASONS

1. Advisory Services Inquiry -When a Company or Advisor reaches out regarding our Advisory Services options.

2. B2B Lead - When a Company or Advisor inquires about bringing their Company into our Advisory Board Program.

   • Example:

3. Change my Advisors - When a Company request to remove an Advisor from their Boardroom.

   • Example: I'm unhappy with this (answer and/or advisor) can you remove it from my Boardroom?

4. Change my Advisory Boards - When an Advisor requests to be removed from or added to an Advisory Board.

   • Example: Member requests to be added or removed from an advisory board.

5. Companies Not a Fit - When an Advisor states that none of the companies in our Directory are not a fit.

   • Example: Customer states that we don’t have any Advisory Boards that are a fit for the- i.e “None are in my industry”, “None are aligned with my skill set”

6. Engaging with my Advisors - When a Company reaches out to inquire how to or request to Engage with their current Advisors and/or invite new Advisors to join their Advisory Board.

   • Example: Member asks "How do I engage with my Advisors" or "How can I invite advisors to join my Advisory Board?"

7. How it Works - When a Company or Advisor reaches with questions about how the Advisory Board Program works.

   • Example: Member asks "How many Advisory Boards can I join?" or "What should I expect from my Advisory Board?", or "How do I get the most out of the advisory board program?"

8. Lack of Engagement - When a Company or Advisor reaches out with concerns about the lack of engagement in their Digital Boardroom.

9. Other - Use this for any reasons that are not represented in the list, but relate to the Advisory Board Program.

DEPENDENT CASE REASONS

1. Editing My Profile

2. How it Works

3. Onboarding Confirmation

4. Onboarding Materials

5. Onboarding Reschedule

6. Onboarding Survey Followup

7. Other

8. Profile Revision Request

DEPENDENT CASE REASONS

1. Account Question

2. Advisory Board Help

3. Call Requested

4. Cancellation

5. Duplicate Charge

6. Getting Started

7. Other

8. Platform Help

9. Refund Request

10. Technical issues

DEPENDENT CASE REASONS

1. Editing My Profile

2. Marketing Tools

3. Other

4. Password Reset

5. Posting a Question/Update

6. Public Advisor Directory

1. Ask a Question

2. Company Intro Request

3. Introduction Request

4. Paid Meeting Request

5. Other

DEPENDENT CASE REASONS

1. Account Settings

2. Boardroom

3. Dashboard

4. Editing My Profile

5. Marketing Tools

6. Other

7. Password Reset

DEPENDENT CASE REASONS

1. Billing Inquiry - When a customer reaches out about their billing.

2. Cancel Automatic Renewal - When a customer asks to ensure their account does not renew automatically.

3. Early Upgrade Payment Dispute - When a customer asks for a refund after upgrading their free trial early (before their initial payment date).

4. Free Trial Payment Dispute - When a customer requests a refund of their first payment after concluding their Free Trial.

5. Invoice Request - When a customer asks to send them a copy of their invoice.

6. New Account Payment Dispute - When a customer reaches out and requests a refund of their first payment and the member is NOT a free

7. Pause Reactivation Payment Dispute - When a customer reaches out requesting a refund of their recent payment due to a Pause Reinstatement.

8. Recurring Payment Dispute - When a customer calls in requesting a refund of the automatic renewal of their recurring payment.

9. Tier Downgrade Request - When a customer asks to downgrade their Membership Tier before the end of their current billing cycle.

10. Tier Upgrade Request - When a customer requests to upgrade their Membership Tier via email or inbound call.

11. Update Billing Information - When a customer reaches out to update any contact information and/or their credit card on file.

12. Waive Past Due Balance - When a customer has a past due balance and is requesting to cancel without being required to bring the account to current.

13. Waive-15 Day Policy - When a customer has a final payment due on their account because they canceled within the 15-day window of their next charge and they are requesting to forego the final payment.

DEPENDENT CASE REASON

1. Cancel Active Pause

2. Free Trial

3. Free Trial Promo Accepted

4. Other

5. Pause Accepted

6. Promo Accepted

7. Promo Declined

8. Standard Cancellation