Description:  Unavailability of ShopLC in their Televisions

Tools Needed: AMS | Salesforce | Website

Steps: 

1. Verification (Customer's Name) / email address (if cx doesn't have any email address)

2. Acknowledge the customer's reason of call with an apology and assurance statement: Channel/ broadcasting related Issues.

3. Go to ShopLC website homepage. Scroll it down to the last page and select CHANNEL FINDER, enter customer's zip code and click submit. From there it will show you all the available  local channels for Shop LC for both cable providers and Satellite providers. 

4. If the cx is experiencing Issues to a specific provider please escalate the issue via email to Engineers@shoplc.com  for further assistance. And, for those cx that resides to places where shopLC is not available please offer to check shopLC live TV via ShopLC website and Application, ROKU, and on you tube.

5. Ask for further assistance before delivering personalized closing spiel.

Email Format:

Sample Email Format updated post 07/19/24 by Prashant :

Hi Team,

Kindly assist broadcasting related issue below:

Customer Name:

Registered Telephone #:

Customer Code:

Zip Code:

City & State:

How Does Customer Watch Us – Cable (which provider) OTA (Over the air using an antenna), OTT (streaming service like ROKU, Amazon FIRE, Apple, DirecTV Stream, etc.  PLEASE SPECIFY WHICH ONE)

Channel # (if applicable)

Antenna available- Yes/No

Sales force Case No:

U-IVR number - (only applicable if the video is working & and you need to ask the customer about the number they see at the bottom of the screen)

Issue – (please describe issue customer is having with as much detail as possible)"

Suggested Note Template:

Reason of Call: Channel Issue, zip code:   

Action Taken: advised the cx channel options available base on her area code. Reported Issue via email to Engineers@shoplc.com

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Sample acknowledgement:

 "Thank you for contacting us immediately, I'll prioritize resolving the issue  efficiently to avoid further inconvenience and for you to be able to watch us conveniently."

Education for antenna users:

"Options for viewing Shop LC include streaming live on mobile devices, enjoying our content on Roku, or watching online. While using an antenna may be inconsistent, it's often possible to access Shop LC."

Explore Suggested Scripts Here