https://www.loom.com/share/42406ab72eb14c1fbdfaf899699512c9 (Video 1 Link)
https://www.loom.com/share/0596db309018473a91eaa0521debbe44 (Video 2 Link)
https://www.loom.com/share/1868eaa53e4e48a3ab8eebb7a6b84fac (Video 3 Link)
Zip Code Locator: https://tools.usps.com/zip-code-lookup.htm
Here's how to handle these new requests.
Convert ticket to contact's name. (*)
a) change name
b) add email
c) Adjust subject line
d) Remove extra body content
Look for a legitimate address. If the zip code doesn't match the city it most likely is spam. (^). In this case we will treat this ticket as if we do not have any address at all. (option b in next step).
Send initial reply based on address (canned answers)
a) Need clarification
b) Need confirmation of address.
Use the portion of the canned reply that matches what you need to clarify or confirm.
Send the reply.
Remove the "
If (^) probable spam, set the status to "Closed". If most likely a good address, then set to "Waiting on Customer."
Assign to Group "UserExperience"
Sample Reply:
Hi Justen O'Reilly:
Thank you for your inquiry about our Making Your Life Count stickers. We would be glad to provide you with two stickers. We would appreciate it if you would use one for yourself and then give someone the other.
We are all about "Making Your Life Count." We use the phrase "Dream of What Can Be" as our byline. It is the idea of seeing your life count for so much more than going through a daily routine. We offer a free eBook, devotionals, interactive emails and other materials on our website at: makingyourlifecount.org. We encourage you to check it out.
We process our sticker request around once per month. We will get these off to you as soon as we can.
To confirm, we are mailing them to:
Justen O'Reilly
5562 Feeney Roads
Minneapolis, MN 55411-8052
If this is incorrect, please reply and let us know.
A few days after we mail the stickers, we will follow-up with an email to check if you have them and to check in on how your journey to "Making Your Life Count" is going.
Thanks again for your interest. We look forward to getting to know you better.
Paul for the MYLC Team
800-729-4716
+1 812 332 7673
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1. Get the info from the note into the Tier 2 Document.
2. Work your way backwards through the tickets.
3. Add any "stickerst to be sent" to the Spreadsheet.
https://docs.google.com/spreadsheets/d/15rahaiRLIkLH1CZ59YnZYo2bcBwbrX54gT_lzx5yRf4/edit#gid=0
Every ticket with sticker tags:
1) Reply sent, in "waiting on customer"
2) Reply sent, closed because probably spam.
3) Reassign tickets that needs stickers sent to Tier 3 (add Do>Paul) tag.