LL - Courtesy Call Recording Process
- What are courtesy calls? It's a call to the customer thanking them for their order and giving them an update about their order.
- Who are we sending a recorded message to? All shipped orders that have a phone number.
- Why do we do courtesy calls? To Build a positive brand experience, build rapport, troubleshoot service issues.
- Who is responsible to send the message? A member of the CH team will obtain a list of shipped orders and set up the call campaign.
- When will this task be performed? The task can be performed at any time because we can schedule the call to be placed on any day/time we choose.
- Access to the CH Courtesy Call Tracker: - https://docs.google.com/spreadsheets/d/1auPkHs1hddVoPAVfTJoqbnrIrh4ZIf7dHwR70P1Zmog/edit?usp=sharing
- Access to Zoho reports
- Ability to download a spreadsheet and basic sorting/working knowledge of spreadsheets.
- Access to Slybroadcast - https://www.slybroadcast.com/ login: lori@theheroco.com pw vitalifi1
- Log in to Zoho and click on the report tab, then go to the courtesy call folder to access the shipped order reports for DML or SCS/VFI.
- There will be a shipped order report for both Auto Refill orders and Non-Auto Refill orders for each brand (SCS/VFI and DML). You will set up a separate call campaign for each.
- Click on the report title to open the report, check the dates to make sure they are correct, then download the shipped order report for the specified time frame.
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- Once you open the report, click on the "Filters" dropdown, then set the dates accordingly.
- Next, click the Export button to download the report.
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- Locate & Open the download then paste the list into the correct brand sheet on the CH Courtesy Call document.
- Pasting the info onto the tracker will allow you to see where you left off so that you don't set up a call anyone that we called on the last campaign.
- Organize the tabs by date newest to oldest
- Keep the list for each brand on separate a sheet on the tracker.
- Prepare the phone numbers for the next step.
- Look for numbers that contain the + sign in front and remove the +.
- Make sure phone numbers do not have dots between the numbers like 314.255.4613 - if so, remove the dots.
- Note: The app only accepts phone numbers that have (314) or dashes 314-255-4613 or even a solid string of numbers 3144552345. (No numbers with + or dots)
- The app will not call duplicate numbers listed in the same call list so no need to delete duplicate numbers.
- Next, create a call campaign inside of slybroadcast.
- Copy the column of phone numbers, and paste them into the Campaign you created inside the app. (see training video above).
- Send or schedule the campaign. The call recording should arrive between 9 am and 5 pm CST hours.
- Repeat this process for each brand/company separately.
- Inside the slybroadcast app select "new campaign"
- Name the campaign (Company) (Shipped Date) example: DML Refills 04-02-21 Or DML Not Refills ( shipped date)
- Enter the toll-free call back number to the company:
- DML phone number 888-361-8645
- SCS/VFI phone number 888-281-6816
- Select the recording labeled (Brand Courtesy - no shipping info) -- for example SCS Courtesy - no shipping info
- Paste in the phone number list for only that brand.
- Schedule the campaign to send - at 10:30 AM CST
- Call Schedule:
- The goal is to send the calls as soon after the order ships as possible.
- On Monday we will send calls for orders shipped on Friday, on Tuesday we will send calls for orders shipped on Monday. On Wednesday we will send calls from orders shipped on Tuesday, on Thursday we will send calls from orders shipped on Wednesday. On Friday we will send calls from orders shipped on Thursday. If you are off on Wed/Thur, then orders shipped on those days will be sent on the next day you work.
- The goal is to send the calls as soon after the order ships as possible.
Courtesy Call Campaign Details:
Training video:
https://www.loom.com/share/321905f9b1cb46c69da73e8cc6fc71c6
Resources needed to complete this task:
Steps to complete this task:
How to create a campaign in slybroadcast:
The recordings are already saved in the sly broadcast app.
SCS/VFI Courtesy - w shipping info
“Hi, this is Lori with the Customer Happiness Team at SunCoast Sciences. I’m calling to let you know your 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 say how much we truly appreciate you choosing SCS. We are so excited to support you with your natural health needs, so should you have any questions at all please don't hesitate to call us at 1-888-281-6816 or u can email us at mail@suncoastsciences.com
Thanks again for choosing Sun Coast Sciences, have a wonderful day.
SCS Courtesy - no shipping info
“Hi, this is Lori with the Customer Happiness Team at SunCoast Sciences. I’m calling to thank you for your recent order. We truly appreciate you choosing SCS and are here to support you. Once you receive your order should you have any questions you can reach us at 1- 888-281-6816 or u can email us at mail@suncoastsciences.com Thanks again & Welcome to Sun Coast Sciences.
DML Courtesy - w shipping info
“Hi, this is Lori with the Customer Happiness Team at Del Mar Laboratories.
I’m calling to let you know your 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 to 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!
*This could be used to notify customers of back-ordered products or about declined orders too.
DML Courtesy - no shipping info
“Hi, this is Lori with the Customer Happiness Team at Del Mar Laboratories. I’m calling to thank you for your recent order. We truly appreciate you choosing Del Mar Laboratories and are here to support you. Once you receive your order should you have any questions you can reach us at 1-888-361-8645 or u can email us at mail@delmarlaboratories.com. Thanks again & welcome to Del Mar Laboratories.
*This could be used to notify customers of back-ordered products or about declined orders too.
Other Recordings:
With Shipping info: DML-Welcome-3.19.20.m4a SCS---Welcome-3.19.20.m4aVFI-Welcome-Recording-3.19.20.m4a
without shipping info: