LL - TSM phone set up and greetings

TSM Main line will be transferred to Solvpath and hear

Audio 1 – Generic Intro (Greeting)

<pause>

Please listen carefully as our menu options have changed.

If you need assistance with an existing order, Please Press 1 Now. (offer to receive a link to SSP)

If you’d like information about a program or product you’d like to order press 2 now (Transfers back to CH)

Audio 2 - Mobile

To access our self-service portal please press 1 now, this is the fastest way to receive assistance from our team.

Press 1 now to access our self-service help desk

(pause)

If you prefer to wait for the next available customer happiness specialist, please remain on the line or press 5 now.

Audio 3 - Thankyou

Thank you we are sending you an important text message. Please open the message and follow the link to quickly get the help you need.

Audio 4 - Landline

If you are calling from a landline phone and have your mobile phone with you simply press 2 now so we can text you important information to get you the help you need quickly.

This is the fastest way to receive assistance from our team. If you’re calling from a landline and have your mobile phone with you press 2 now.

(Pause)

If you prefer to wait for the next available customer happiness specialist, please remain on the line or press 5 now.

Audio 5 – Enter no

Please Enter your mobile number followed by the pound sign

Callers who press 2 or bypass the self serve option will return to the Solvpath DID number - (TSM SOLVPATH) - there is an additional message:

"So we can find the best team member to assist you today, please tell us a little more about how we can help.

Need Help Logging In - press 1 (fwds to CH)
Billing question - press 2 (fwds to orders/saves)
Need info about program/product - press 3 (fwds to orders/saves)
All other inquires press 4 (fwds to CH)

callers will be placed on hold while waiting for an agent. Every 2.5 mins they will hear this:

TSM On Hold w SSP -

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.thesocialman.com

Our Self Service Option allows you to

view the status of orders or subscriptions in your account
cancel your trial or subscription
You can also Update your billing information or place an order
or View frequently asked questions

You can also feel free to email us at mail@thesocialman.com .our email support team is here 24-7 ready and waiting to help.

Whether you have a question about one of our programs, need help logging in to access your purchases, or have a question about a subscription or billing, we're here and happy to help.

Otherwise you can press Star to go straight to our voicemail - or press 9 to request a call back

Or just wait on the line and we’ll be with you as soon as we can.

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

TSM Voicemail - w SSP

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 kindly ask that you leave a voicemail.

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

Our Self Service Option allows you to

view the status of the orders or subscriptions in your account
cancel your trial or subscription
You can also Update your billing information or place an order
or View frequently asked questions

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

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

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

This message is set up for times when VM's need to be turned off

Fall Back Option - Message only - VM Off Greeting -

We are experiencing a very high volume of calls and all of our Customer Happiness Specialists are currently assisting other customers. Rather than keep you on hold we ask that you

visit our self-service portal located online at help.thesocialman.com

Our Self Service option allows you to easily

view the status of the orders or subscriptions in your account
cancel your trial or subscription
You can also Update your billing information or place an order
or View frequently asked questions

Or feel free to send a detailed email to mail@thesocialman.com - our email support team is here 24/7 working around the clock to support you.

Thanks AGAIN for calling, we're looking forward to hearing from you.

No Longer in USE

IVR Greeting - Old (no longer in use)

JCH speaking: TSM-IVR-GREETING.mp3

Press 1 for customer service and tech (Customer Happiness)

Press 2 for affiliate (receives Voicemail and should be fwd to Laurence)

Press 7 to leave a message for Christian (receives VM which fwds to Customer Happiness)

AFTERHOURS w VM (not in use)

Thank you for calling The Social Man. You've reached us after normal business hours.

Feel free to leave us message after the tone and we’ll get back to you soon as possible.

Make sure to provide us your: full name, how you prefer to be contacted back (Phone or email), and how we can help.

If you've placed an order with us & have your order number handy or the last 4 digits of the card you used please include that information as well

If you prefer email - our email support team is available to assist you 24/7 and can be contacted at mail@thesocialman.com

- just shoot us a detailed message and

We will be back in touch with you as soon as possible

Thanks again calling & we hope you're having a wonderful day

AFTERHOURS no VM (not in use)

Thank you for calling The Social Man. Our phone line is closed for the day.

We're sorry we missed your call but we are excited to answer your questions so we ask that you please send a detailed email to mail@thesocialman.com our Customer Happiness team is standing by to assist you via email 24/7 - We will be back in touch with you as soon as possible

Thanks again for calling & we hope you're having a wonderful day

General Greeting with no IVR Options (no longer in use)

Thank you for calling The Social Man, whether you’re calling us to get general information or need help with your order our goal is to provide you with the best customer service experience you’ve ever had. The social man is a way of life and our customer happiness specialists are here to help guide you.

If you are calling with any membership or billing concerns your request will be expedited if you have handy the last 4 digits of the card used to place your order. We also know that your time is valuable so you won’t be waiting long to speak to someone. Of course, there are times when our customer happiness team is busy assisting other customers and if this is one of those times you’ll be able to leave us a voicemail and we’ll get back to you as soon as possible. You can also send us an email at mail@thesocialman.com and if you’ve already sent one please know that we’re working hard to get back to you soon. The social man team is standing by so stay on the line and we’ll be right with you.

cc: https://docs.google.com/document/d/1tpSCf3A4GAsws6v-0TtygXfftuZKaMWddmrHjfKPY5Q/edit?usp=sharing