Going Live - Addressing Customer Issues Once Your Site is Live
How to address customer issues: A collection of common problems and their solutions.
So you are ready to Go Live! This is an exciting time. We have tested your site. You have tested your site. All of your hard work is about to pay off.
While this might feel like the end, it is really the beginning. You will have students on your site going through your course. They will have questions and they might need support. We want your customer support team to be ready to handle anything that comes up.
You should have received an email with the Site Administrator username and password for your site. If you did not receive the log in credentials, please email us or submit a trouble ticket and request them.
Admin accounts are how you will moderate comments, reset quizzes, and manually move people to the next lesson of a course. These last 2 features are meant to be used only when needed. Manually moving people to a next lesson should not be used to force people through or "open up" the entire course for them. Resetting quizzes and manually advancing people will likely address 80% of your Customer Service requests. To perform these admin functions, log in to your site’s admin account and then follow these help docs.
Reset User Quiz -
https://www.clientengagementacademy.com/knowledge/how-to-reset-a-quiz-quiz-limit-override
Manually Move User to Next Lesson - https://www.clientengagementacademy.com/knowledge/client-lesson-override
After your launch, your first line of defense for any customer service issues will be this site and the Client Engagement Academy help docs it contains. To best use this site:
Go to the 'search' field
Type in the keywords associated with your issue ie. - password, email, cancel, block
Press "enter"
A list of Help Docs will appear. Find the doc that best fits your needs and follow the instructions
If you can’t find a help doc that deals with your specific question or issue, click "Submit a Ticket" in the upper right-hand corner
When creating tickets, create a new ticket for each issue or change request and provide as much info as you can - pictures and videos work best - that way we understand the full context.
For customer issues we will need to know:
Name
Email
What was supposed to happen
What actually happened
What appears to be the issue
The following link will walk you through submitting a trouble ticket - https://www.clientengagementacademy.com/knowledge/submitting
The remaining 20% of your customer service issues will likely be fixed by looking to see if there are duplicate records within your Infusionsoft account and then merging the duplicates. We recommend checking for and removing/merging duplicate records on a weekly basis. Below are some additional help docs for you to review with your team. These include how to merge duplicate records.
Infusionsoft
How to Add a User -
Removing Duplicate Records in Infusionsoft - https://www.clientengagementacademy.com/knowledge/infusionsoft-identify-and-edit-duplicate-contact-records (If there is ever a user that doesn't get created, check for this FIRST THING!)
How to check if the clients are opening the emails - https://www.clientengagementacademy.com/knowledge/infusionsoft-how-to-check-if-the-clients-are-opening-the-emails
How to check clients tags in Infusionsoft - https://www.clientengagementacademy.com/knowledge/infusionsoft-tag-breakdown
How to check a client's last payment and their payment history - https://www.clientengagementacademy.com/knowledge/infusionsoft-how-to-check-a-clients-last-payment-and-their-payment-history
Site & Admin
How to Reset Lost or Forgotten Passwords - https://www.clientengagementacademy.com/knowledge/how-do-customers-reset-lost-or-forgotten-passwords
How to Approve Your Clients Comments on Membership Site - https://www.clientengagementacademy.com/knowledge/how-to-approve-your-clients-comments-on-membership-site-1
Client Buys Product But Nothing Happens - https://www.clientengagementacademy.com/knowledge/infusionsoft-client-buys-product-but-nothing-happens
How to Help Your Client Change their Email Address - https://www.clientengagementacademy.com/knowledge/how-to-change-email-address-of-a-learner
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