System and Program Reminders

Escalations

If you’ve informed the customer that their issue will be escalated, notify any support and update the escalation sheet as needed.

For tickets: Do not close the ticket. Instead, pend it, assign it to yourself, and wait for a resolution from the sheet or support before closing.

For calls: Inform that you will callback the customer for the resolution and wait for a resolution from the sheet or support before you callback the customer.

Tickets with Long Threads

If you are get a ticket with a long thread and no resolution has been provided yet, ask supports for further assistance.

Callback Request

If a customer requests a supervisor callback via ticket, notify support and record the request on our callback sheet. There is no need to de-escalate the ticket; simply inform the customer that our support team will reach out to them.

If the sup call request is over the phone, the agent should de-escalate once. If the customer still insists on speaking with a supervisor, inform support for further assistance.

Manual Orders Over the Phone

For processing manual orders over the phone, please use only campaigns 13, 30, and 37. Under no circumstances should you use any other campaigns!

PayPal Purchases automatically gets Cancelled, Refunded and Re-ordered

We want to bring attention to an issue that may lead to confusion.

Recently, some customers who ordered the MBC product experienced automatic cancellations and refunds. This was part of our integration with PayPal, as they do not allow "free trials." Therefore, we charge customers initially, issue a refund, and then create a new order for the ABTC 7DFT with MBC.

To mitigate confusion, we have disabled refund emails for these customers in Sticky. Please be aware of this process when addressing customer inquiries and ensure clear communication to avoid misunderstandings.

Just a quick note regarding PayPal payment options: We currently have a test running on the landing page. As a result, 40% of customers will see a PayPal option during checkout.

Please note that customers are not receiving any emails about this payment method; the PayPal option is available directly on the cart page. This means that some customers may see it, while others may not.

Free/Bonus Program

48-Hour Metabolic Refresh (received as a bonus from signing up to the ABTC 7-day free trial) will remain as an active program in MM even if the trial has been cancelled.

Refused Calls in RC

We wanted to let you know that we are looking at the numbers of your refused calls.

Refused calls are those that rang to completion but were not answered by the user.

Reminder: Please ensure to answer the call within 15 seconds to avoid it being marked as a refused call.

Fake Svelte Links

We’ve received two inquiries about emails pretending to be Svelte. Please be reminded of the following:

Our official domain for customer charges is SVtrain.com.
Our official newsletter email address is mere@sveltetraining.com , mere@metaboosted.com
We do not offer a $19 discount on any of our programs.

Additionally, please refer to the correct Svelte newsletter email format so we can use it as a reference when informing customers moving forward.

If we receive similar inquiries, kindly advise customers to only make purchases through our verified purchase links.

30-Day SuperFood Water Challenge

This e-Book is a bonus available to all customers who purchase MetaBoost Connection (MBC)—not an ABTC monthly challenge.

The eBook is currently only available in English. For Spanish or German-speaking customers, we can manually send them the PDF.

PDF Link: 30-Day SuperFood Water Challenge

A summarized program benefits document has been added to our file.

Macro: SuperFood Water Challenge

PayPal Refund Error Update

If you're unable to process a refund due to an error, add the details to our escalation sheet and request the customer's PayPal email address.
If there’s no response within 48 hours, call the customer, leave a voicemail, and email them to let them know we tried to reach them by phone. Inform them that we'll be waiting for their response to resolve the issue, then pend the ticket again.
After another 48 hours, follow up with another call, voicemail, and email. If there’s still no response after another 48 hours, close the ticket.
The total time a ticket should remain in your “mine” folder is 6 days if there’s no customer response.
For ticket & SMM agents, please reach out to a hybrid teammate to have the customer called. If no hybrid team members are available, you can ask an SME for assistance with the callback.
Do not add these tickets to the 48-hour Pending ticket sheet.

Reminder: Submit Pending Tickets Before RD or PTO

To ensure a smooth workflow and proper ticket management, please follow these steps before going on Rest Days (RD) or Paid Time Off (PTO) within the next 48 hours:

Add all your pending tickets to the 48-hour pending tickets sheet before your scheduled leave.

This allows our support team to track and manage unresolved issues effectively.

If you were assigned a pending ticket but couldn't close it, notify our SMEs as soon as possible.

SMEs will take over the ticket to ensure it is properly handled and resolved.

Update the pending tickets sheet here: https://docs.google.com/spreadsheets/d/1hTr1-5d5Xwls9Q-32y2Wu93xjTTshY3_yelZZJ3JLKo/edit?usp=sharing

Verification Process Update for Tickets and SMM

To streamline the verification process for tickets and SMM, we have updated our guidelines:

If an account can be found using the customer's first and last name, even if the email does not match, we may proceed with assisting the customer.
If an account can be found using the email address, but the customer provides a different name, we may also proceed with assistance.
In cases where multiple accounts appear under the same first and last name, we should request additional verification, such as the email address or phone number.

For phone calls, the verification process remains unchanged, as it is easier to confirm customer details verbally.

Retention Clarification

If a retention offer has already been made, do not offer another one. Proceed with the customer’s initial request. This applies even if the previous retention offer was made on a different platform. As long as you see on SIO or DS24 that the customer has already been offered retention, one offer is sufficient.

Example: If an SMM agent previously offered retention and documented it in SIO, there is no need to offer retention again if the customer reaches out via ticket or call. Instead, proceed with their initial request.

Page updated

Google Sites

Report abuse