NON WALLET CALL FLOW V2
NON WALLET CALL FLOW V2
-If it's a non-wallet platform and a child is calling, create a back-office ticket. However, for a wallet customer, we need a parent on the line
-If it's a non-wallet platform and a child is calling, create a back-office ticket. However, for a wallet customer, we need a parent on the line
When a customer calls in and is a non-debit card/wallet customer, please follow the steps outlined below:
Confirm the customer's full name and phone number at the beginning of the call.
“Hi, Thank you for calling Stockpile. My name is (Your Name.) May I know who I am speaking with? (If they only give their first name, ask them to provide their last name) Thank you, [First Name]. For verification purposes, may I have your last name as well? And just in case we get disconnected, could I please have your phone number to reach you?”
If you can’t locate the customer's account in Salesforce with their name or phone number, confirm with the customer if this is the information listed on the account. If they confirm that it is, ask them what they need assistance with. Please do not say that you can’t locate their account in Salesforce:
“To make sure I have the correct information on file, is this the same phone number and name listed on your account? Thank you for providing that information. How can I assist you today?”
If the name and phone number can't be found in Salesforce, ask for the email address as a last option. If you still can't pull up an account using an email address, it means the customer is a non-wallet customer
If the request is a non-debit/wallet request, let the customer know that it's out of your scope, but you would be more than happy to connect them with an account maintenance member to further assist them with their request:
“I've already captured all the details of your concern, and appreciate you bringing this up. Although this line is specifically for Stockpile Tuition Rewards® Visa® Debit Card-related inquiries, and your issue falls outside my direct scope, I'm happy to assist you in getting it resolved.
I'll be contacting our account maintenance team on your behalf, as they specialize in handling this type of concern. You can expect an email from them shortly with an update or further instructions—please keep an eye on your inbox. For future reference, I suggest you email support@stockpile.com or go to the Help Center in your mobile app.
Is there anything else I can assist you with today while you wait for their email?"
If a customer states that they have already reached out however not received a response via email, please follow these steps:
Check the customer's previous interactions in Intercom.
Guide the customer to check their spam or other email folders. Note: Some customers may see a survey email and mistake it for an automated bot response
It's important to assure the customer that our account maintenance team is composed of real people who will be personally assisting them with their issue.
If they request a follow-up email from one of our team members, confirm their email address and create a back-office ticket after the call. Inform the customer that we will reach out to them shortly.