08/21 Update

Training Summary

1. Master Call Log Sunset

• The Master Call Log is being discontinued as the primary source of truth for KPIs, saves, refunds, and closed sales.

• Agents must now rely on the existing systems to accurately track, tag, disposition, and document every customer interaction.

• Accurate system tagging will become the basis for KPI reporting and client reporting.

• Agents were reminded not to use the Master Call Log anymore and to ensure the new tracking process is followed correctly.

2. New Tracking Ecosystem

• Aircall: Used for call records, call outcomes, and call-driver tagging.

• Intercom: Used for customer conversations, ticket management, conversation tagging, and interaction history.

• CS Assist: Used for refunds, orders, account management, and subscription management.

• Link Generator: Used for closed sales and identifying ADS vs. CDS.

• Correct tagging across these systems will be the new source of truth for reporting and KPIs.

3. CS Assist Functions

• CS Assist/Intercom covers two main areas:

  • Ticket Management: Emails, internal notes, macros, ticket disposition, snoozing, and closing.

  • Account/Order Management: Customer information, addresses, subscriptions, refunds, and orders.

• Internal notes must continue to be completed for customer interactions.

• Agents should ensure emails follow the correct formatting, spacing, and branding standards.

4. Correct Tagging & Dispositions

• Conversation tags identify the primary reason or call driver for the interaction.

• CS Assist refund dispositions must accurately reflect the refund/save action taken.

• Link Generator dispositions must accurately identify closed sales as ADS or CDS.

• Aircall tags must be completed after every call.

• These four tracking points are critical because they determine reporting, KPI results, save rates, refund rates, and sales attribution.

5. CS Assist vs. Shopify/Konnektive

• CS Assist should always be attempted first when processing refunds, cancellations, or orders.

• If CS Assist encounters an error, agents should report the issue and obtain the appropriate approval before using backend tools such as Shopify or Konnektive.

• Agents must document why a backend tool was used.

• The new validation/tracking process will identify where a transaction was actually processed, making accurate documentation especially important.

6. ADS vs. CDS

• ADS, Agent-Driven Sale: The agent creates or drives the sales opportunity.

• CDS, Customer-Driven Sale: The customer initiates the purchase or specifically requests a product.

• Agents must select the correct sales disposition because it affects sales reporting and incentives.

• For customer inquiries where the customer shows interest but has not specifically committed to a purchase, the discussion emphasized treating the opportunity as ADS and focusing on adding value and upselling.

7. Konnektive Functions & Controls

• Konnektive records account and transaction activity, including changes to payment information, subscriptions, orders, voids, and cancellations.

• Agents were reminded not to independently make unauthorized changes or process void/cancellation actions in Konnektive.

• Incorrect processing can result in:

  • Orders continuing to fulfill after cancellation

  • Customers being charged without receiving the expected refund

  • Customers receiving products after a refund

  • Duplicate or excessive refunds

  • Chargebacks and escalations

• Konnektive should also be used to review transaction history and confirm whether an action or refund has already been processed.

8. Refund Verification

• Before processing or reprocessing a refund, agents must check the customer's transaction history.

• If a refund appears to have encountered an error, do not double-click or process it again immediately.

• Refresh Intercom and check Konnektive, Recharge, or Shopify to confirm whether the refund was actually recorded.

• If the refund status remains unclear, escalate to the TL instead of issuing another refund.

• This process is intended to prevent duplicate or excessive refunds.

9. Void & Fulfillment Cancellation

• Agents should not independently process void/cancellation actions when the SOP requires TL involvement.

• When a void is approved and processed, the associated fulfillment must also be properly cancelled.

• Failure to cancel the appropriate transaction or fulfillment can result in the customer being charged, receiving the product, or receiving a refund incorrectly.

• The discussion highlighted several examples where incomplete cancellation actions resulted in escalations and potential chargebacks.

10. Gift Card Process

• Gift cards can now be processed through CS Assist.

• If CS Assist is not working, Shopify may be used following the appropriate process and approval.

• The retention ladder starts with a 50% gift card, followed by a 100% gift card if the customer declines the first offer.

• Gift cards should have a one-year expiration.

• The gift card should be positioned together with a complimentary product that provides additional value or addresses the customer's concern.

11. 180-Day Money-Back Guarantee

• The 180-day money-back guarantee remains in place.

• The initial positioning discussed is to refund unopened bottles.

• If the customer insists, the normal refund process can still be followed.

• The goal is to use the guarantee policy as another retention opportunity before moving directly to a refund.

12. Subscription Frequency Changes

• When a customer wants to cancel because of timing, frequency, or product supply, agents can consider moving the next shipment date.

• The updated maximum extension is 90 days.

• Even if the system displays an option for a longer extension, agents should only offer up to 90 days.

13. Probing & Personalization

• Agents should naturally gather key information during the conversation rather than making the interaction feel like an interrogation.

• Information to capture includes:

  • Dog breed

  • Dog's age

  • Pet's name

  • Number of dogs/cats or pets

  • Other health concerns

• These details should be incorporated naturally into the conversation and documented in the internal notes.

• The information should also be captured in the call recording where applicable.

14. Updated Retention Process

The retention process should be handled step by step, rather than presenting all options at once:

1. Discovery / Account Review

   • Understand the customer's situation, goals, pain points, and reason for cancelling.

2. Educate

   • Address the customer's concern through product education and appropriate expectations.

   • Example discussed: if the customer purchased recently and has not seen results, explain the expected usage timeline before moving toward a refund.

3. Gift Card

   • Offer the gift card as the next retention option.

   • Start at 50%, then move to 100% if the customer declines, where applicable.

4. 30% Refund

   • If the gift card option is declined, offer the 30% refund.

5. 50% Refund

   • If the 30% refund is declined, proceed to the 50% refund.

• Agents should never present the entire ladder as a list of options at once.

• Each offer should be made individually, and a "no" should move the conversation to the next step.

Key Takeaway

• The overall objective is to move from Master Call Log-based tracking to system-based accountability, while strengthening the retention process.

• Every interaction must be accurately tagged, properly documented, and processed through the correct tool.

• At the same time, agents should focus on retaining the customer through education, personalization, gift cards, and structured save offers before processing a refund.