PROCESS UPDATE & REMINDER:
Update as of 22 MAY 2024
Note that new Business account orders are no longer in Shopify
L1 - For business customers and resellers,
EMAIL - Move the email to the l2 mailbox. no need to respond to the customer
CALL - Ask for the available information on the call such as PO#, email address, and contact number, add to the call notes and move the conversation to the L2 mailbox.
L2 will be the ones to coordinate with the business customers and endorse to CSM as needed.
PROCESS UPDATE & REMINDER:
Update as of 08 MAY 2024
All inquiries regarding BUSINESS SALES or from Tax-exempt customers seeking to purchase units/filters will be directed to Customer Success Managers (CSMs) for proper assistance.
L1 - once it's confirmed that the inquiry is from a business customer, move the conversation to the Level 2 queue.
L2, inform the customer that a Sales representative will contact them.
Then, forward the request to Client Success and close the ticket after confirmation of receipt.
(if the customer has already been advised by the L1s, NO NEED to reply to the customer, proceed with the endorsement)
CSMs will review the request and collaborate with the sales team to determine if the account is already owned, or will proceed to assist the customer with the purchase.
For Tax-exempt Filterclub orders, the same process applies. However, if an order has already been placed and the customer is seeking a tax refund, Level 1 support can inform them that taxes have been charged and remitted by Medify.
Tax exemption should be requested before order creation. As a courtesy, we will refund the taxes charged on the order.
Advise that we will be endorsing them to the right team that will setup their Filter Club Subscription.
(follow the process above)