Work

Question 1

Checklist for before starting Shift

Answer 1

Check #announcements in Slack
Check #cx-announcements in Slack
Check #na-cx-announcements
Check your market board in Asana → NA 🇺🇸🇨🇦
Check your inbox in Asana

Question 2

To do during your shift

Answer 2

Focus 100% on the customer. You’re working on cases, solving issues and asking questions in the designated place when help is needed.

Question 3

To do after your shift

Answer 3

Solve or follow-up on any tickets in LiveChat

Write your evaluation time post in #evaluation-time-na (more about that here)

Question 4

What are the ingredients for building a message the Ridestore way

Answer 4

Personal
Compassion 
Solution 
Follow-up question 
WOW-experience

Question 5

What is a Personal message ingredient

Answer 5

Personal - e.g. adding someones name in the message or a personal experience with the situation or product

Question 6

What is a Compassion message ingredient

Answer 6

Compassion - e.g. being excited about the subject or sharing their frustration/concerns

Question 7

What is a Solution message ingredient

Answer 7

Solution - Presented in a clear way or even offering multiple solutions so the customer can choose

Question 8

What is a follow up message ingredient

Answer 8

Follow-up question - to not close the door for the customer and get confirmation on solving the issue

Question 9

What does “WOW” experience mean?

Answer 9

WOW-experience - Something we try to deliver in every message! Ask yourself; how can I go above and beyond the expectations of the customer?

Question 10

What should you keep in mind with messaging?

Answer 10

• Don’t fake compassion.
• Adding personal experiences is always a big plus!
• Check with customers if they’re happy with the solution you’ve provided.
• An ‘ending’ message or follow-up can be a lot shorter and not include all of the building blocks.

Question 11

What should you include in your evaluation time post

Answer 11

Response times,
Ratings received,
Messages sent/chats received,
If you’ve successfully logged out of LiveChat (if you were on a LiveChat shift),
Brief description of how your shift went!

Question 12

Additional info add into evaluation posts

Answer 12

An ongoing case with a customer that needs some extra info and attention
Something great or odd that happened
If you’re noticing any unusual patterns (i.e. lots of issues at checkout, more address issues with UPS than usual, etc.)
If it was too busy/too quiet

Question 13

What are some powerful habits to assist in WFH lifestyle?

Answer 13

• Set up some “me” time in the morning
• Have a “work outfit” you can change into
• take real breaks (ie: walk away from your desk)
• set a clear ending time