LL - HB Live Courtesy Call Process

What are courtesy calls? It's a live call to the customer to thank them for their order and give them our contact information.

Who do we call? Customers whose order has shipped and have a phone number.

Why do we do courtesy calls? To Build a positive brand experience, build rapport, and troubleshoot service issues.

Who is responsible for calling? A member of the CH team.

When will this task be performed? The task should be performed during outbound phone hours.

Steps:

Watch the tutorial video before making calls (15 mins): https://www.loom.com/share/a25f25c2a2564ef7946b7569c1296542
1. Access Zoho CRM. Go to the "orders" tab at the top, select the DML or SCS courtesy call list.
2. Check help scout to see if there are any open requests from the customer before calling them. If there are, make sure to resolve them and include that in your call to the customer.
3. Call the customer

Use this script if the order is not yet delivered:

SCS:

I'd also like to say how much we truly appreciate you choosing Sun Coast. We are so excited to support you with your natural health needs. Should you need support with your order or have any questions don't hesitate to call us at 1-888-281-6816 or you can email us at mail@suncoastsciences.com. Thanks again for choosing Sun Coast Sciences, have a wonderful day.

DML:

“Hi, this is Lori with the Customer Happiness Team at Del Mar Laboratories. I’m calling to let you know your order of (ITEMS IN ORDER) (or AutoRefill order) has left our warehouse, and pending no postal delays, it should arrive within a few days.

I'd also like to thank you for adding Del Mar Laboratories products your healthy skin routine. Should you need support with your order or have any questions don't hesitate to call us at 1- 888-361-8645 or u can email us at mail@delmarlaboratories.com. Thanks again & have a great day!

Use this script if the order is delivered:

DML:

“Hi, this is (YOUR NAME) with the Customer Happiness Team at Del Mar Laboratories. i noticed that your order of (ITEMS IN ORDEr) was recently delivered so I'm reaching out to see how it's going and if you have any questions we can answer.

We truly appreciate you choosing Del Mar Laboratories and are here to support you so feel free to give us a call at 1- 888-361-8645 or u can email us at mail@delmarlaboratories.com if you need assistance. Thanks again & have a great day!

SCS:

“Hi, this is (YOUR NAME) with the Customer Happiness Team at Sun Coast Sciences. i noticed that your order of (ITEMS IN ORDEr) was recently delivered so I'm reaching out to see how it's going and if you have any questions we can answer.

We truly appreciate you choosing Sun Coast and are here to support you so feel free to give us a call at1-888-281-6816 or you can email us at mail@suncoastsciences.com if you need assistance. Thanks again & have a great day!

After your call

A. Respond to any active tickets or requests this customer may already have open.

B. Email the customer (use the saved reply titled: HB Live Courtesy Call Follow up

C. Make a note in help scout.

D. Initial the sheet that your notation and call have been completed.

How do I make a call note in HelpScout?

-Create a new conversation and select the phone icon. This will allow you to make a notation.

What should my notation say?

-Subject: Courtesy Call to Customer

-Brand - ticket number - your initials

-Placed a courtesy call to the customer to let them know their order has shipped.

-Left a voicemail OR spoke to the customer

-Outline any issues or actions that need to take place. Assign the ticket if needed. If not, close the ticket and assign to anyone.

Example: