Here is a quick reference list of some useful macros that agents can use when responding to Tickets. Before sending a Ticket with a macro, the agent should take their time to read and understand the macro. This way, they can be sure that they are using the correct macro and that they have included all the relevant info based on the customer's needs.
Most macros will require you to input important details manually, such as login info or attaching important documents. Additionally, some of these macros should only be sent after an agent takes the appropriate steps to help the customer by doing tasks in the LMS, QuickBooks, or helping them with shipping orders.
Macros
AA - Call Template
This macro should be used for every phone call. It creates an internal note where you can take note of the customer's information for future reference. In general, you should take note of their name, how to contact them (email or phone), and what they need. This could be either questions about purchasing courses or problems with their trainings on the LMS.
Affiliate Login
This is a template for emails responding to anyone looking to set up their own affiliate website where they can resell our courses. Only experienced agents or your manager should use this template to help potential affiliates.
Branch Request - What We Need
This is an email template that agents can send to customers asking for a new branch on the LMS. It an explanation of how branches work as well a request for certain information that we need from the customer before we can create the new branch. This macro should have a file titled "What we Need."
Branch Manager - After Branch is Set Up
This is an email template used after the agent has completed a request for a new branch on our LMS. Remember to include relevant info such as the login link and the branch manager's username. For information about creating a branch follow the steps outlined in the articles listed under Branch Request.
Certification Verification
When a company requests that we verify their employees' certificates, an agent can use this template to list the names of the employees and the course or courses they have taken. You will need to verify certificates and course completion in the LMS before they are input into the macro template.
Course Freeze
A common problem customers run into is that their course gets stuck, or simply won't load correctly. This email template will let them know that we have refreshed the course and that we will continue monitoring any issues with it. You will need to go into the LMS and manually refresh their course before responding.
Course/Certification Expired
Customers often ask how long they have to take their courses and how long their certification lasts. This macro gives a brief, but informative response to these questions.
Demo Account
Some customers want to try a demo of the content before making a purchase. This template needs the agent to provide their demo account login info. As an agent, you can create a Demo account for customers to test our courses before committing to anything. You will be responsible for following up to see if they are ready to move forward with the purchase.
Discount - OL Training
This email template outlines the various discounts available for online trainings. You can send this email to customers with questions about pricing and discounts. For introductory pricing, or special requests for discounts with a small group of employees, contact your manager.
Discounts - Kit/TTT
This email template outlines the various discounts available for purchasing multiple Kits and TTT's. You can send this email to customers looking to purchase several kits for their company.
Double Payment
Sometimes customers accidentally pay for an order twice due to the fact that we accept several different payment methods. The most common types we use are electronic payments and checks. This email informs customers that, since we received their payment electronically, we destroyed the check that they sent to us. Be sure to include both the invoice and check numbers.
Download Link - Bad
This macro can be used to re-send a download link for purchased training materials.
Download Link - New
This macro can be used to send a new download link for purchased training materials.
Group Training - Certificates
You can use this email template to send a trainee's digital certificates along with a link to purchase physical copies.
Group Training - Login
You can use this email template to send login info for a group training account. Be sure to include Username and Password.
Group Training - Request
You can use this email template to start the online group training setup process. It includes general info about invoices, digital certificates, and the option to purchase physical copies.
Invoice Issue
From time to time a mistake will be made on an invoice. This can lead to a customer responding with questions, concerns, or even discontent. You can use this email template to assure them that you will correct the invoice. While QuickBooks will send an automated email with the corrected invoice, you may also need to send the invoice directly to assure that all the charges are correct.
Login Info
Sending a customer their login info after an agent creates their account.
Login Info Updated
If a customer has trouble logging into their account, an agent can reset their password and then use this email template send the customer's login information to them.
Onsite Training - Questions
This is an email template with questions to better understand the needs and expectations of a customer. This will help you accurately quote an estimated price of onsite training.
Onsite Training - Quote/Other Options
This email template outlines the different cost efficient methods of training employees including onsite, training kit, and online. Since we typically prefer not to do onsite training, we include more cost effective price options for our customers in this macro.
Order - Download and Shippable Kit
When a customer purchases a kit from our website they will receive a download link to the training materials immediately. They also have the option to purchase the USB backup as an add-on. After you have fulfilled the order as outlined in the article Fulfilling Orders, you can use this email template to send a customer the tracking number for their USB backup.
Order - Download Only
This is a thank-you email for when a customer purchases a training kit. It also lets the customer know that they can reach out to an agent if they can't find their download link.
Order - Non-Kit (Certs/Pendant Warning Tags/Etc.)
You can use this email template to send a customer the tracking number for their purchase.
Order - Shippable Kit Only
You can use this email template to inform the customer that you have sent a physical copy of a USB to them with information about discounts for purchasing more than one kit in the future for other jobsite locations.
Overdue Invoice
You can use this email template to remind a customer of an unpaid invoice that is overdue. It provides a list of instructions for several options to pay the invoice.
Reseller Request
Customers may occasionally ask to resell our courses on their own LMS or website. This email template includes some questions to help us gauge their needs so that we can begin negotiating the price.
Safety Options
This email template outlines the different training options currently available at Hard Hat Training including onsite training, training kits, train-the-trainer kits, online training, and group training.
SPANISH Reseller/Affiliate Signup
This email template is in Spanish for customers requesting to be a reseller or affiliate.
Test Not Passed
Customers normally have two chances to pass a chance. Only an agent can reset the course to allow an additional attempt without extra charges. This macro informs the customer that they must both repurchase and retake the course if they fail a third time.
Update Contact Information
You can use this email template to reach out to branch managers so they can update their company's contact info for billing purposes.
These are some of the most useful macros that you will use every day. If you need to create a new macro, be sure to follow the steps outline in the article titled Creating Macros in Zendesk. Any new macros should be available for all agents to use. If you have any questions or concerns please contact your manager.
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