LL - SCS phone set up and greetings

Main greeting script

IVR Menu Greeting (with spanish option 1)

Welcome to the Sun Coast Sciences customer happiness line!

Para Espanol presione Uno - 1 - fwds to spanish team
If you have a shipping or delivery question press 2>fwds to all CH agents assigned to group 3 (Fulfillment & billing)
Returns, Exchanges, Refunds or Billing questions press 3>fwds to all CH agents assigned to group 4 Fulfillment & billing)
If you have a question about your auto-refill order or refill account or a question about a gift card 4>fwds to all CH agents assigned to group 3 (Fulfillment & billing)
IF you'd like to place an order or learn more about one of our products press 5> fwds to all CH agents assigned to group 2 (product concierge)
(If you know the extension of the person you are calling you may enter it at any time )

No IVR Menu Greeting - Ring straight to operators greeting - thank you for calling SunCoast Sciences, we're excited to hear from you. Our priority moving forward is to give you an amazing customer service experience and make you happy about contacting us. Please hold a moment while we transfer you to our customer happiness team and we'll get to you as soon as possible!

>>Calls will be placed on hold for up to 5 minutes. During the hold they will hear this message:

On Hold

it's taking us longer than we'd like to answer your call and we apologize for keeping you on hold.

The fastest way to get help is via our self-service portal located online at help.suncoastsciences.com

Our Self Service Option allows you to

view the status of your order
cancel an order or start the return process
View frequently asked questions
Update your billing information or address
Or place an order!
otherwise, just wait on the line and we’ll be you as soon as we can."

* To request a callback press 9 after this message ends and we'll have someone return your call.

>>When no Operators are available during business hours - calls will be routed Voicemail and hear this message:

Fall Back Option -

Voicemail Greeting - during business hours

it's taking us longer than we'd like to answer your call and we apologize for keeping you on hold so we'll be transferring you to voicemail.

The fastest way to get help is via our self-service portal located online at help.suncoastsciences.com

Our Self Service Option allows you to

view the status of your order or track your shipment
cancel an order or start the return process
Update your billing information or address
Or place an order!

Or feel free to send a detailed email to mail@suncoastsciences.com and let us know how we can help.

Otherwise, please leave a message after the beep we’ll call you back by the next business day.

Thanks again for calling, We're very sorry we missed you.

After Hours Greeting with VM - this greeting plays after phones are off for the day and offers a voicemail option:

Thank you for calling SunCoast Sciences. You've reached us after normal business hours.

We are excited to help you and encourage you to use our self-service portal which is available online 24/7 by visiting help.suncoastsciences.com.

Our Self Service Option allows you to

view the status of your order
cancel an order or start the return process
View frequently asked questions
Update your billing information or address
Or place an order!

Otherwise, please leave a detailed message including your name, email address, and phone number after the beep we’ll call you back by the next business day.

Thanks again for calling, We're so sorry we missed you.

Other scripts and recordings:

IVR Menu Greeting

Thank you for calling SunCoast Sciences, we appreciate your call.

If you'd like to place an order press 1> fwds to all CH agents assigned.
If you have a shipping inquiry press 2
To Cancel an order press 3> fwds to all CH agents assigned. If no agent is available this line rolls over to an Outside Call center
If you want to return a product for a refund press 4>Fwds to a msg
For questions about Auto-Refill press 5>Fwds to all CH agents
To leave us a VM press 6
0 to repeat these options

Transfer greeting

Please hold a brief moment and a member of our Customer Happiness Team will be right with you.

Main Greeting (holidays)

Thanks for calling (Company) we appreciate your call. Due to an unexpected spike in holiday sales and shipping delays due to holiday traffic and covid safety regulations, we are experiencing a very high volume of inquiries. Please know our team is working around the clock to catch up. We ask that you please email us at mail@suncoastsciences.com - and we'll do our very best to get back to you via email within XX hours.

If you need help right away, we encourage you to use our self-service portal which is available online 24/7 by visiting help.suncoastsciences.com.

Our Self Service Option allows you to

view the status of your order
cancel an order or start the return process
View frequently asked questions
Update your billing information or address
Or place an order!

Thanks AGAIN for your patience we’ll be with you as soon as possible.

On Hold - extended hold time (holidays)

Thank you for holding. Please know that due to an unexpected spike in holiday sales, we are experiencing extended hold times. We are bringing on new agents every week, but if you’d like to avoid the hold time, please email us mail@suncoastsciences.com - just shoot us an email and we'll get back to you as soon as we can

We encourage you to use our self-service portal which is available online 24/7 by visiting help.suncoastsciences.com.

Our Self Service Option allows you to

view the status of your order
cancel an order or start the return process
View frequently asked questions
Update your billing information or address
Or place an order!

Thanks AGAIN for your patience we’ll be with you as soon as possible

VM Off Greeting - heavy call volumn

Thank you for calling the SCS customer support line. We apologize that due to a heavy call volume, we are unable to take your call at the moment. Don't worry, our customer happiness team is here and working diligently around the clock to respond to every inquiry in a timely manner. Rather than keep you on an extended hold we ask that you please send us a detailed email or visit our self-service portal. You can reach our email support team 24-7 at mail@scs.com and we'll do our very best to get back to you within 24 hours.

You can view and make changes to your upcoming orders via our online self-service portal by visiting help.suncoastsciences.com

While there you can also

manage upcoming orders
check order status
cancel an order or start the return process
update your billing information
place an order

Thank you for your patience while we catch up. have a wonderful day and we look forward to speaking with you soon.

>>Phones go off at 5:30 pm and callers will be directed to this message (no VM)

After Hours Greeting no VM option

Thank you for calling SunCoast Sciences - our phone lines are closed for the day. If you'd like to send us a detailed email, Our email support team is standing to assist you 24-7 at mail@scs.com.

or you can also view and make changes to your upcoming orders via our online self-service portal by visiting help.suncoastsciences.com

While there you can also

manage upcoming orders
check order status
cancel an order or start the return process
update your billing information
place an order

Or feel free to call us back - our phone lines are open daily from 8:30 - 6:30 pm central time. have a wonderful day and we look forward to speaking with you soon.

Unable to take your call at the moment -

Thank you for calling the Sun Coast Sciences Customer Support Line.

We apologize that due to an overwhelming number of phone calls and email inquiries we are not able to take your call at the moment.

Don’t worry - our Customer Happiness team is here and working diligently around the clock to answer every request in a timely manner and we look forward to hearing from you! Please email your request to mail@suncoastsciences.com and we'll do our best to get back to you within 24 hours.

We encourage you to use our self-service portal which is available online 24/7 by visiting help.suncoastsciences.com.

Our Self Service Option allows you to

view the status of your order
cancel an order or start the return process
View frequently asked questions
Update your billing information or address
Or place an order!

Thank you for your patience while we catch up. Have a wonderful day & we’re looking forward to hearing from you.

DML After Hours Greeting w SSP no VM option

Thank you for calling Del Mar laboratories - our phone lines are closed for the day. If you'd like to send us a detailed email, Our email support team is standing by to assist you 24-7 at mail@delmarlaboratories.com.

or you can also view and make changes to your upcoming orders via our online self-service portal by visiting help.delmarlaboratories.com

While there you can also

manage upcoming orders
check order status or view tracking
cancel an order or start the return process
update your billing information
place an order

Or feel free to call us back - our phone lines are open daily from 8:30 - 6:30 pm central time. have a wonderful day and we look forward to speaking with you soon.

DML After Hours Greeting No SSP W/VM

Thank you for calling Del Mar laboratories - our phone lines are closed for the day.

If you'd like to send us a detailed email, Our email support team is standing to assist you 24-7 at mail@delmarlaboratories.com.

Or you may leave a detailed voice message including your name, email address, and phone number after the beep we’ll get back to you by the next business day.

Otherwise, feel free to call us back - our phone lines are open daily from 8:30 - 6:30 pm central time.

Thanks again for calling, we look forward to speaking with you soon.

DML VM no SSP (during business hours)

it's taking us longer than we'd like to answer your call and we apologize for keeping you on hold so we'll be transferring you to voicemail.

Our email support team is standing by 24-7, so feel free to send a detailed email to mail@del mar....com and let us know how we can help.

Otherwise, please leave a voice message after the beep including your name, email, and phone number, we’ll call you back by the next business day.

Thanks again for calling, We're very sorry we missed you.

DML Unable to take your call at the moment - w SSP

Thank you for calling the DEL MAR Customer Support Line.

We apologize that due to an overwhelming number of calls and inquiries, we are unable to take your call at the moment.

Don’t worry - our Customer Happiness team is here and working diligently around the clock to answer every request in a timely manner and we look forward to hearing from you! Please email your request to mail@delmar.com and we'll do our best to get back to you within 24 hours.

If you have an urgent need we encourage you to use our self-service portal which is available online 24/7 by visiting help.delmarlaboratories.com.

Our Self Service Option allows you to

view the status of your order or track a package
cancel an order or start the return process
Update your billing information or address
Or place an order!

Thank you for your patience while we catch up. we look forward to speaking with you soon.