LL - VIP Welcome Call Process

Welcome Call Campaign - VIP members

Who are we calling? New VIP customers for VFI & DML

Why are we calling? To Build a positive brand experience, build rapport, troubleshoot service issues.

Who is calling? The Customer Happiness team

When are we calling? We’ll do a split test on this - some we will call the day after - some we will call around the time the product is set to be delivered.

What points should be included in the call?

Introduce Vitalifi or Del Mar Laboratories, yourself and your role with the company
Welcome the customer to the VIP Insider Membership program
Provide their Order details, Product name, quantity, and when it was delivered or will be delivered
Provide the Company Contact Details
VFI ONLY: Mention the By the way Offer - only if we get customer live on the phone and for emails. Choose one of 2 products that offer daily ongoing use: VitaOmega or FloraThrive. Offer an additional 10% off by adding a bottle to their existing VIP order, or by placing a one-time trial order. Remind the customer of free shipping and 365 guarantees.

What if the customer places an order?

If customer VIP originated in LimeLight agent should add the product there.
If it originated in Shopify, the agent can place the order via Shopify for sooner delivery, OR add it in recharge if they want it added to their upcoming refill.

Will an email be sent after? Yes, an email will be sent after each call (see scripts below)

How do we track this? We will pull a report with name, email, order date, shipped date, product & price - selected agents will update a sheet as they call - marking them complete and documenting if the customer took the add-on offer.

Recording Scripts -

VFI VIP Customer Welcome Call - VOICEMAIL Script

Hi {Customer Name}

-Introduce Vitalifi, yourself and your role: My name is (NAME) from the Customer Happiness Team at Vitalifi.

-Welcome the customer to VIP membership: I called to personally welcome you to the Vitalifi VIP Insider program and provide you with some important details about your Refill Order.

-Provide Order details: Your VIP Refill order has been shipped and is due to be delivered ….. (or has been delivered...)

- And I wanted to check and see if you have any questions about the product I can answer for you?

Since you’re not available I’ll just shoot you an email!

-Provide Contact Details: Again, my name is (NAME) and I am here to help you in any way I can, so please feel free to give me a call back at 1-844-209-3227 or reply to the email I sent you from mail@vitalifi.me

Mention the “by the way” offer: Oh by the way, I also have a special offer for you, that I will include in the email.

Friendly closing: I'm sorry I missed you today - Bye!

VFI VIP Customer Welcome Call - Live Call Script (includes the same points as the voicemail)

Agent: "Hi may I speak to Ms. Smith?

Customer: This is Ms. Smith

-Introduce Vitalifi, yourself, and your role:

"Good Morning, Ms. Smith, my name is {Name} with Vitalifi. Thank you so much for taking my call today."

-Welcome the customer to VIP membership: "I'm calling to thank you for joining the Vitalifi VIP Insider program. We really appreciate you choosing Vitalifi."

-Provide Order details:

If delivered: "I want to make sure you received your VIP INSIDER REFILL order of (PRODUCT)."

"Do you have any questions about the product I can answer for you?"

If in transit: "Your VIP Refill order has been shipped and is due to be delivered ….."

"If you have any questions about the product, I’m happy to answer them."

Customer: ok I have questions - or no I don’t.

--->HAVE YOUR FAQ’S READY!!

-Close & Provide Contact Details: "Ok, thanks so much for your time today Ms. Smith! Remember we are here to support you on your new lifestyle changes. If you have any questions my name is (NAME), please feel free to shoot me an email or give me a call at 1-844-209-3227. "

Mention the “by the way” offer: "Oh, by the way, I also have a special you might want to know about. It’s a VIP Member appreciation bargain, we are offering VitaOmega or FloraThrive at an additional 10% off today/ I can add that to your upcoming VIP order if you like? or get you a bottle out today?"

Final Close: "Ok great let's set that up, or Ok no worries! "

~Bye!

VFI VIP Customer Welcome Call - EMAIL Script (Voicemail)

Hi (NAME),

My name is {%user.firstName%} and I'd like to take this opportunity to welcome you to the Vitalifi VIP Insider refill program! We really appreciate you choosing Vitalifi to support you with your new lifestyle changes.

You've made a great decision by joining our VIP program. Your VIP membership not only guarantees you an additional 20% off + free shipping for life, but you also get great customer service and peace of mind since we've made it easy and convenient for you to receive your new favorite products.

I checked your order and see that it should be delivered around (DATE). (or was delivered on (Date).

Tracking: link

..And because we appreciate you being a VIP Member, we’d like to offer you a bottle of (Product) at an additional 10% off. If you’d like to take us up on that, I can add it to your upcoming VIP order on (DATE) - or I can get you a bottle shipped out sooner if you like. Just let me know!

{%customer.fullName,fallback=%}, thanks again! It's our goal to help you be successful with your new healthy changes. Should you have any questions, or find that you need additional support on your upcoming orders please don't hesitate to shoot me an email or give me a call.

VFI VIP Customer Welcome Call - EMAIL Script (Live Call Follow up)

Hi (NAME),

It’s {%user.firstName%} with the Vitalifi Customer Happiness Team. Thank you for taking my call today, it was a pleasure speaking with you. I wanted to shoot you a quick email with the info we talked about.

First, you've made a great decision by joining our VIP program. Your VIP membership not only guarantees you an additional 20% off + free shipping for life, but you also get great customer service and peace of mind since we've made it easy and convenient for you to receive your new favorite products.

As I mentioned, I checked your order and see that it should be delivered around (DATE). (or was delivered on (date).

Tracking: link

...And because we appreciate you being a VIP Member, we’d like to offer you a bottle of (Product) at an additional 10% off. If you’d like to take us up on that, I can add it to your upcoming VIP order on (DATE) - or I can get you a bottle shipped out sooner if you like. Just let me know!

That’s it, {%customer.fullName,fallback=%}!

It's our goal to help you be successful with your new healthy changes.

Should you have any questions, or find that you need additional support on your upcoming orders please don't hesitate to shoot me an email or give me a call.

DML VIP Customer Welcome Call - VOICEMAIL Script

Hi {Customer Name}

-Introduce Del Mar Laboratories, yourself, and your role: My name is (NAME) from the Customer Happiness Team at Del Mar Laboratories.

-Welcome the customer to VIP membership: I called to personally welcome you to the Del Mar Laboratories VIP Insider program and provide you with some important details about your Refill Order.

-Provide Order details: Your VIP Refill order has been shipped and is due to be delivered ….. (or has been delivered...)

- And I wanted to check and see if you have any questions about the product I can answer for you?

Since you’re not available I’ll just shoot you an email!

-Provide Contact Details: Again, my name is (NAME) and I am here to help you in any way I can, so please feel free to give me a call back at 1-888-361-8645 or reply to the email I sent you from mail@delmarlaboratories.com

Friendly closing: I'm sorry I missed you today - Bye!

DML VIP Customer Welcome Call - Live Call Script (includes the same points as the voicemail)

Agent: "Hi may I speak to Ms. Smith?

Customer: This is Ms. Smith

-Introduce Del Mar Laboratories, yourself and your role:

"Good Morning, Ms. Smith, my name is {Name} with Del Mar Laboratories. Thank you so much for taking my call today."

-Welcome the customer to VIP membership: "I'm calling to thank you for joining the VIP Insider program. We really appreciate you choosing Del Mar Laboratories."

-Provide Order details:

If delivered: "I want to make sure you received your VIP INSIDER REFILL order of (PRODUCT)."

"Do you have any questions about the product I can answer for you?"

If in transit: "Your VIP Refill order has been shipped and is due to be delivered ….."

"If you have any questions about the product, I’m happy to answer them."

Customer: ok I have questions - or no I don’t.

--->HAVE YOUR FAQ’S READY!!

~Bye!

DML VIP Customer Welcome Call - EMAIL Script (Voicemail)

Hi (NAME),

My name is {%user.firstName%} and I'd like to take this opportunity to welcome you to the VIP Insider refill program! We really appreciate you choosing Del Mar Laboratories to support you on your new lifestyle changes.

I checked your order and see that it should be delivered around (DATE). (or was delivered on (Date).

Tracking: link

DML VIP Customer Welcome Call - EMAIL Script (Live Call Follow up)

Hi (NAME),

It’s {%user.firstName%} with the Del Mar Laboratories Customer Happiness Team. Thank you for taking my call today, it was a pleasure speaking with you. I wanted to shoot you a quick email with the info we talked about.

As I mentioned, I checked your order and see that it should be delivered around (DATE). (or was delivered on (date).

Tracking: link

That’s it, {%customer.fullName,fallback=%}!

It's our goal to help you be successful with your new healthy changes.

Should you have any questions, or find that you need additional support on your upcoming orders please don't hesitate to shoot me an email or give me a call.

Report Info:

LL Product ID’s for report export

Orders -> Set the date range -> Enter the following Product ID’s in the Product ID search field (Yes, you can use all of those at the same time as they are provided with a comma between the numbers) -> Show Results. Expand record to fit all on a single page -> Check the box next to Order ID at the top of those records to choose all -> Export CSV (One of the green button options on the line with Orders Features:)

VFI: 409, 410, 411, 471, 474, 476, 480, 481, 482, 523, 526, 528, 565, 566, 567, 622, 652, 649, 647

DML: 628, 631, 634

Shopify report export

Apps -> ReCharge -> Wrench icon -> Exports -> under Order exports - Processed Orders, Email report -> enter your email address + set the date range -> Send and then wait for that report to arrive in your email inbox as a csv file.

cc:https://docs.google.com/document/d/1m4GyqVHriwxxt7VScFMjft4n6dHvcmG33VgXqJfYZyU/edit?usp=share_link