Embedded Files
OVERVIEW:
Use this document as a guide when working on the side project for CSM that you’re part of.
B2C > AC > NAO
Keep in mind that consumers are more hesitant and private than business customers.
We need to build their trust over everything else so the first few seconds of the call will be very critical.
Start with the lifetime warranty as that is something that they will surely be interested in.
Make sure that you have reviewed their account so you can answer any question they may have with confidence.
If the customer is already registered to the warranty, remind them that the warranty will be voided if they do not replace their filters on time, and to use genuine Medify Air replacement filters.
You may introduce yourself as a Medify Air Client Success Manager, calling to inform them of the lifetime warranty and to remind them the importance of replacing their filters.
Keep in mind that we do not take ownership of these customers, so we will need to inform them that they will need to reach out to our customer service if they need any assistance in the future.
DORMANT CUSTOMERS & CUSTOMERS WITH NO ACTUAL ORDER PROJECTS
B2C - These are customers who are dormant, and haven’t re-ordered in the last 6 months
NAO - These are customers who’ve been sent a free unit by our marketing department, they are mostly influencers and event winners
Goal:
To remind the customer to replace the filters, and educate them about the importance of using genuine Medify Air replacement filters, as well as benefits of lifetime warranty (if they have yet to register).
Process:
Process will be similar to our existing CSM workflow, except for the available discounts and promotions we can offer and limitations on after-sales support.
DORMANT CUSTOMERS & CUSTOMERS WITH NO ACTUAL ORDER PROJECTS
SUGGESTED EMAIL TEMPLATE: NO PHONE NUMBER ON FILE
Hello (CUSTOMER),
I hope you’re having a great day!
I am (YOURNAME) and I am one of the Client Success Managers here in Medify Air.
I am reaching out to discuss with you our free lifetime warranty.
Please let me know when is the best time to contact you, and a good number to reach you.
Alternatively, feel free to book my calendar and I will be sure to give you a call back!
I look forward to speaking with you.
Regards,
<AGENT'S NAME>
DORMANT CUSTOMERS & CUSTOMERS WITH NO ACTUAL ORDER PROJECTS
SUGGESTED EMAIL TEMPLATE: WITH PHONE NUMBER ON FILE, BUT CAN'T BE REACHED
Hello (CUSTOMER),
I hope you’re having a great day!
I am (YOURNAME) and I am one of the Client Success Managers here in Medify Air.
I was trying to call you at (NUMBER) but it seemed that you were preoccupied.
I was calling to discuss with you our free lifetime warranty.
Please let me know when is the best time to contact you, and a good number to reach you.
Alternatively, feel free to book my calendar and I will be sure to give you a call back!
I look forward to speaking with you.
Regards,
<AGENT'S NAME>
ABANDONED CHECKOUT (AC) PROJECT
There are customers who may or may not have existing orders. They did however, added items to their cart but did not complete the purchase.
Goal:
To find out why they did not push through with their order. Offer discounts and address any questions they may have to resolve their doubt and close the sale.
Process:
Contact customers with at least 1 week old abandoned checkouts.
Check if there are orders processed after the abandoned checkout. Crossmatch items on the abandoned cart with their completed orders. If it’s the same, skip and move on to the next customer.
If the customer has been pursuaded to proceed with their order, create a new draft order, apply any discounts agreed upon, and send the payment link. If there are any discounts applied to their abandoned cart, they are still eligible for it even though the promo has already ended. Make sure to add a note in the timeline why the discount has been applied, and reference the abandoned cart if you are to recreate the order.
Any email sent to the customer will be through Hubspot, we do not send the recovery email via Shopify.
ABANDONED CHECKOUT (AC) PROJECT: SUGGESTED EMAIL TEMPLATE
Hello (CUSTOMER),
I hope you’re having a great day!
I am (YOURNAME) and I am one of the Client Success Managers here in Medify Air.
I was sorting through our records and I saw that you were interested in our (SKU).
I know how important being able to breathe clean air is, so I want to be able to help with any hesitations you may have.
Let me know if you have any questions, or clarifications on the (SKU) or on any of our products, and I will be more than happy to address them. I can also offer you exclusive discounts, so feel free to reach out to me anytime.
Alternatively, you may book me on my calendar and I’ll be sure to call you on your preferred time and date.
Kind regards,
<AGENT'S NAME>
PROCESSES APPLICABLE TO ALL SIDE PROJECTS
Similar to CSM B2B workflow, we need to ensure that there are no sales executives associated with the customer. If there are, do not contact the customer, leave your name as the CSM Manager, and add a note that XX is tagged on their last order.
Check Hubspot if there’s a contact owner
Check previous orders in Shopify and ensure that there are no sales team tagging
We do not tell the customer that we are their direct contact, instead, we provide them the customer service email (info@medifyair.com) and hotline ((888) 258 1008) should they need assistance with any of our products.
If the customer did contact you directly for assistance, it’s BAU, and help any way you can
We can only offer the standard 10% discount (regardless what size they need)
You may submit a request for higher discount depending on the order quantity, just use your best judgment
No shipping fee for credit card payments, just TIP/Fuel and Logistic Fee
If customer pushes back on TIP, inform them that we will refund after order is completed
We may remove tax as long as customer provides a tax exempt certificate
A ticket is required for all interaction
Make sure to select the appropriate Interaction type depending on the project you’re working on
Shopify tagging will still be “CSM” on all orders
Make sure to select the correct program on our V2 Reports sheet when entering your sales/quote sent
Customers are self-assigned - the more attempts you make, the higher the percentage of closing sales
Before contacting the customer, put your name as the CSM Manager so others will know that customer is already taken
Work on each customer, one at a time. Once you assign yourself to a customer, make sure you contact them first before assigning yourself to a new customer - No hoarding🙂
Tip:
Edit the columns on your quick view so it’s easier to see which customers are available (put the CSM Manager on the top 5):
Page updated
Report abuse