Support:
As a company, vCreative holds itself to the highest standards of making our customers happy. To that end, it takes many pieces - especially on the front lines - to keep that going. Below, you will find a list of things that you should be doing on a daily basis in order to continue to earn your position as an All-Star Player on our All-Star Team!
When answering calls on Help Desk there is an official way to answer the phone. Please always start the call with: "Thank you for calling vCreative, This is ________, may I have your name please?"
Using this every time gets your call ticket started and get you right into their account before they state their issue.
In addition to taking calls or chats:
- TEST: EVERY DAY you should be testing at least one card, for both products. If there's nothing to test just ask your product manager if there's something you can look at for them. If still nothing there, learn something. Explore.
- CALL: EVERY DAY you should be making Client Services calls. If you're somehow out of assigned firms or stuck on a particular client not getting back with you please check with your immediate supervisor.
- CLOSE: EVERY DAY you should be closing tickets in Zendesk or trying to very hard. Also, if you are creating a ticket for a call or chat ALWAYS change the subject line.
- THIS IS MANDATORY. Do not let us see "Call with..." or "Chat with..." That tells management nothing.
- EOD: EVERY DAY you should be submitting an EOD in the format we've asked.
- Testing: "This is what I tested today... these were my results..."
- WOW Moments:
- You should have clearly defined in your head what a moment is. If not, please ask your manager.
- Client Services Tickets:
- You will be assigned clients for whom a followup will be required, once per quarter (4 times per year). Click the Client Services link for how to properly conduct a follow-up contact.
- Important information: Anything else of some importance that deserves mentioning.
- APPROVE: Several times an hour, you should be taking a look at "New Accounts".
- Accounts should be awaiting approval for no more than 15 minutes. Even that is likely too long.
- READ: Read through available trades and online publications pertaining to our industry. Reach out to our users when necessary.
- There is an extension that can be used in Google Chrome that you can install on your toolbar that will allow you to search any article for call letters of our current users.
- LEARN: This link takes you directly to the vPPO Training Outline Always good to shore up on the things on which we train our customers. Same is true for the vPromotions Training Outline
- Feel free to link to those pages to keep your knowledge up to date.
- PREPARE: Sign in to our various Testing and Live servers to help make sure they look authentic and clean for any demos, training, and testing needs.