LL - TSM No Login Checks procedure

Video 1: How the No Login's report is generated by Elana https://www.loom.com/share/ef868b008fbb45468dfbb508099f00c2

Step 1: In the CH Operations sheet (CHO), go to the tab titled No Login Checks and find the last date entered.

Step 2: In Sticky.io, change the From: and To: dates to the day after the last ones entered. This should be 5 days prior to today's date.

Step 3: In the Product ID: enter 356, 377, 485, 585, 584, 863, 902, 807 and hit Show Results

Step 4: Find out how many total records there are by clicking on the # symbol

Step 5: Expand the record count to show all orders based on the total record count.

Step 6: Check the box in the header of these records next to Order ID

Step 7: Scroll down and uncheck any of the records that no longer have an active subscription

Step 8: Hit EXPORT CSV

Step 9: Open the spreadsheet that has now been downloaded

Step 10: Delete columns A-I so the sheet now begins with A being their phone number, B being their email address, C being their first name

Step 11: Scroll to the right until you find the column named "Date of Sale" (AA) - Click on the full column from the top where it says AA - cut and paste this column into A to replace the phone number with this date.

Step 12: Copy and pate Columns A & B (Date of sale + Email address) into the CHO Tab

While it's all still highlighted, change font size to 10, center text, then right-click in the highlighted area and select Remove Link

Day 1 -

1. If the member is on the No Login sheet, and has logged in, click the Logged in? box in the TSM Login Checks tab of the CHO.

2. If they never logged in or requested help logging in, create a new Help Scout ticket to send them an email. Check the Emailed? Box in the TSM Login Checks tab of the CHO.

3. After you paste their email address in the to: field, hit tab or click into another area of the ticket such as the reply area. You will then see the customer information boxes appear on the right. Click on the name that is above the blue email address to bring up the Edit Customer window.

Enter the customer's first and last name, and enter their location and timezone information in Notes.

4. Use the built-in Saved Response "Programs - Academy - No Login Checks 1" OR "Programs - Community - No Login Checks 1"

Tags to add: No Login

5. The tag will auto-assign the ticket to Kristina, set the status to Pending and Send.

7. In the TSM Login Checks tab of the CHO, check Emailed

NOTE: If this email bounces back, call them ASAP!

Day 3 - Not currently being done as of July 15, 2021

1. The number of people to be called in the Morning and Afternoon will be divided by the total number of people working the day shift. If there are 4 people for each person to call, there will be 4 cells in the "Morning, Afternoon, or Night Call" colored in using 4 different colors.

2. Check Membermouse again. If no login, CALL them and add a note with the result of that call. Add a check to the TSM Login Checks record Called?

Suggested voicemail script:

Hi! This is {name} at The Social Man help desk! I am calling you today because we noticed you have not had an opportunity to log into your member account, and we are wondering if you need any further assistance. If you do, we are here and happy to help! You can reply to any email we have sent you, send us a new email to mail at the social man . com or you can call us back. 1 888 405 1915. We look forward to getting you started, and we hope to hear from you soon. Have a great rest of your day!

2. Use the Help Scout built-in Workflow to send that person another email, remove the Call Next tag, and keep the status as Pending

Choose the appropriate saved response based on the result of your call.

If they logged in when you checked them on Day 2, send the Programs - Academy - No Login Checks 3b - Final (Yes Login) saved response by using the workflow + check the Logged in? box in the TSM Login Checks tab of the CHO.

Day 5 (this will be Day 10 of their membership)

Look them up in TSM Academy again.
1. If they logged in, Send "Programs - Community - No Login Checks 3b - Final (Yes Login)"
2. If not: Cancel subscription in Sticky.io, look them up in Maropost to unsubscribe from the Customers of list, and stop their Journey for that sub.

Send the saved response Programs - Community - No Login Checks 3a - Final (No Login)" and check the Resolved? Box in the TSM Login Checks tab of the CHO.

cc: https://docs.google.com/document/d/1ArluPnr-FPWBN0hzs_UTLjtNyf71uqJbxhmH8GEH0ac/edit?usp=share_link