OPENING:
Hi (customer), this is (manager name) from Medify Air, calling from a recorded line.
Thank you for taking my call. I am reaching out to let you know that we are currently updating our records.
I can see that you initially ordered your purifier online, may I ask if you’ve spoken with anyone from our company prior to your purchase? Like to get recommendations or to ask for a quote?
YES (customer has spoken with one of our internal sales team):
That’s great! Thank you for that information.
(sales person name) is one of our sales executives, and I work alongside him/her to assist and ensure you are well taken care of. Please allow me to introduce myself as your Client Success Manager. I'll be happy to help you for any inquiries, concerns or assistance regarding your orders and/or additional purchases, and let (Sales Exec) touch-base with you accordingly.
I will be sending you an email after this call for reference, please feel free to save my details and reach out anytime.
YES (customer has spoken with one of our external sales team):
That’s great! Thank you for letting me know, I appreciate it! I have now updated our records, and I want to thank you for your time and cooperation. Stay safe, and have a great day!
NO (customer did not speak to anyone prior to purchase):
I see, thank you for letting me know. Lastly, I would also just like to ask, is the purifier you purchased for business or personal use?
FOR BUSINESS
Thank you for confirming, I have now updated our record. So again, my name is (your name) and I am part of Medify Air’s client success team. I will be your client success manager so feel free to reach out to me directly if you need any new purifiers, or replacement filters for your (enter SKU customer currently owns). I will be sending you an email after this call so you’d have reference, feel free to save my details and reach out to me anytime.
FOR PERSONAL USE
Thank you for confirming, I have now updated our records, and I want to thank you for your time and cooperation. Stay safe, and have a great day!
I totally understand, since you're not in your office 24 hours a day, we wouldn't expect you to run the purifiers 24/7. In fact, it's the same with personal use, most of our customers only use the purifiers about 8 hours a day.
Now, if you'll notice, we have 2 sets of recommended time to replace the filters, we have the x months and the x hours. Now, if you do use your purifier 24/7, the indicator light will go off letting you know that you've run the machine for x hours and it's now time to replace them, this will be less than the recommended time in months. If on the other hand, you don't use the unit 24/7 then you may maximize the filters and replace them every x months. This is to ensure the quality of both the purifier and the filter.
MAKE SURE TO EDIT THOSE IN (PARENTHESIS) TO PERSONALIZE YOUR RESPONSE
Sample #1:
Hi (CUSTOMER),
It was a pleasure speaking with you, thank you again for your time!
As promised, here's the email for your reference. Feel free to save my details and reach out to me for any issues with your purifiers and/or additional purchases you may require in the future. If you prefer calling, our hotline is +1 888-749-6899 and just ask for (YOUR NAME); Alternatively, you may email me your preferred time and date, and I will be sure to call you.
Thank you and stay safe!
Regards,
Sample #2:
Hi ,
It was a pleasure speaking with you, thank you again for your time!
As promised, here's the email for your reference, Feel free to save my details and reach out to me for any issues with your purifiers and/or additional purchases you may require in the future. If you prefer calling, our hotline is +1 888-749-6899 and just ask for (name); Alternatively, you may email me your preferred time and date, and I will be sure to call you.
If you haven't yet, please make sure to register your purifiers to our lifetime warranty:https://medifyair.com/pages/warranty
Please take note that you have to register each model separately, so you have to register your (SKU). Do let me know if you need assistance with this.
Thank you and stay safe!
Regards,
DO NOT FORGET TO EDIT THE DETAILS INSIDE THE (PARENTHESIS) and change the email address on the "from" part of the payment link.
SUBJECT: Medify Air Quotation Request
Hello (CUSTOMER NAME)
Kindly review all details and let me know of any discrepancies, or if you have any questions or clarifications. Otherwise, feel free to complete your order by clicking on the “Complete your purchase” button below.
Thank you,
(YOUR NAME)
When sending receipt to customers who completed their payment.
Make sure to edit (CUSTOMER) and (ORDER NUMBER)
Hello (CUSTOMER),
Thank you for completing your purchase!
Attached is the receipt for your reference. You should have received an order confirmation with your order number, please let me know if otherwise so I may resend it. You will be sent a separate email once the package has been shipped (within 24-48 hours excluding weekends and Holidays). When you get the tracking information, you can start counting the days — delivery may take 5-7 business days. You may then visit the UPS website to monitor the shipment, or reach out to me so I may check the status for you.
Once you receive the package, please don't forget to sign up for the lifetime warranty. Take note that you have to register the units per SKU/model, using the order number: (ENTER ORDER NUMBER) and just enter the quantity for each SKU/model so all units will be covered. Let me know if you need assistance with this or if you have questions on warranties.
Warranty quick link: https://medifyair.com/pages/warranty
Thank you and keep safe!
Regards,
When sending receipt to customers who completed their payment.
Make sure to edit (CUSTOMER)
Hello (CUSTOMER),
Thank you for completing your purchase!
Attached is the receipt for your reference. You should have received an order confirmation with your order number, please let me know if otherwise so I may resend it. You will be sent a separate email once the package has been shipped (within 24-48 hours excluding weekends and Holidays). When you get the tracking information, you can start counting the days — delivery may take 5-7 business days. You may then visit the UPS website to monitor the shipment, or reach out to me so I may check the status for you.
Thank you and keep safe!
Regards,
Hi (SALES EXEC)
Just letting you know that one of your customers, (CX NAME) was interested to re-purchase, and I have sent (him/her) a quote as per (his/her) request. Please see below the details for your reference:
Customer Name:
Hubspot Link:
Order Number:
I will be monitoring this and will follow up with (CX NAME) if necessary. I already entered your tagging in Shopify
Regards,
Hi (SALES EXEC)
Thank you for your patience.
We have (cancelled your order and) processed the refund amounting to XX (as promised/as per your request). The full refund should reflect on your original payment method within 5-10 business days; Please contact your bank to verify, or to get updates thereafter. I have attached an updated receipt for your reference, and you should also receive an automated email confirming the action. If you are unable to see it in your Inbox, it might have gone to your spam or junk folders.