Customer Support Rep Onboarding

Churn Buster Escalations:

Postage Issue SOP

Macros:

Customer Automations

TIKTOK REVIEWS

Our Products & How Customers Buy Them

Add Discount to Future Order

Find Your Tickets

How to Treat Cancellation Requests

Creating Custom/Replacement Orders

Managing Subscriptions (Skipping, Pausing, Cancelling)

Managing Orders (Cancelling, Address Changes)

Explore

Customer Automations

To avoid repeat requests and confusion, we’ve created forms to help automate customer actions throughout our journey.

Once a customer completes the form(s) we receive a message on slack in different channels.

The following will be a breakdown of the responses we receive in each channel and what to do.

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TIKTOK REVIEWS⁠

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#TIKTOK-REVIEWS

This is customers who have completed a review of our products in exchange for a free refill!

Simply find the customer on shopify based on their name, email and create an order of BLADES + PRE-SHAVE PLAN to them for $0.00.

Begin with the slack channel and copy name

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2. Search for them on Shopify in Customers and click

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3. Click create order

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4. Select this exact product (Blades + Pre-Shave Plan $12.99)

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5. Create discount for 100% off

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6. Mark as paid

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7. Check off on slack

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#AMAZON-REVIEW

#CUSTOMIZE-SUBSCRIPTION

This is for customers that would like to adjust their subscription, and they have an upcoming charge coming up.

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The customization they select is apparent in the slack response, for the above example this customer would like to switch to a bi-monthly plan, billed and shipped every 2 months (frequency = 2). You would make this switch and push their next refill by 30 days.

Other customizations to keep in mind:

Pushing by x days : simply move the subscription by the requested days

Switch to a monthly plan (currently on quarterly): Swap the product to Blades + Pre-Shave Plan (SKU: DTC-RMMW-001), and ensure frequency is 1, quantity is 1, and price is $12.99. Next refill should be 30 days from their starter kit purchase.

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Switch to a Quarterly plan (currently on monthly):

Swap the product to Blades + Pre-Shave Plan - Quarterly (SKU: DTC-RMMW-Q), and ensure frequency is 3, quantity is 1, and price is $35.97. Next refill should be 30 days from their starter kit purchase.

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