**RECENT UPDATES**

August 07, 2015

SKU £2.95 for LC UK and £1.95 MPCV

“this is part of a test ran last week (switching the current MPCV and LCUK pricing) – It was successful, so we’ll keep the current setup going forward (£1.95 for MPCV and £2.95 for LCUK)

LCUK £2.95

£1.95 MPCV

August 07, 2015

Proper Hold Procedure

• Use Ameyo Hold Button when placing the call on hold
• Starting August 16 onwards, we will markdown agents using the Handset
• If you encounter hold issues using Ameyo, please report it to any TL and send it to QA Updates as well.

August 06, 2015

Account Validation

1. Ask for the email address

• 1.1 Ask for alternate email address if the first one provided does not have an existing subscription and does not have an account at all
  

2. Ask for the last 4 digits of the card that was charged

• 2.1 If cx does not know the last 4 digits then ask for the name on the card and the card type (MC, VISA, AMEX etc) and the date of the charge (narrow down the result and open each transaction ID/GUWID and search for the correct account on WEP)
• 2.2 If cx provided the last 4 but no charges found then ask if the card has an extension or is shared with another person then ask for the name of the other person or the last 4 digits of the extension card
  

3. Ask for the name on the account or name on the resume created and search it on admin

4. If all else fails then ask for the account ID (can be found on the purchase email confirmation or on the online account) – You can only ask for the account ID if you have exhaust all effort asking for the first 5 options stated above

Note: Markdown under Account Validation if agent asks for the account ID right away without asking for the first 3 options. Markdown under Account Maintenance (issue resolution) if agent did not ask for any other option other than the email address.

July 31, 2015

Web Cancellation Process

When customer cancels a subscription online, they will be routed to the retention offers and if they opt to just cancel then another page will appear asking them for the reason.

Note:

• If the customer chooses the option “I’m having problems downloading, printing and emailing” , “It’s not helpful enough” and “Other” then another box will appear where customer can provide their explanation or issue but it is optional.
• If customers chat or call in to complain or are confused about whether they are cancelled or not, please let any TL or QA after you assist them
  

July 14, 2015

As per our product manager, we are offering subscriptions in AUD (Australian Dollar) and CAD (Canadian Dollar) currency.

Make sure to check the subscription price and currency of each purchase/charge to make sure that you provide the correct information.

July 07, 2015

QA Update and Important Reminder

OBSERVED PROPER HOLD PROCEDURE

• NO MARKDOWN if:
  • IEAT (Inform, educate, assure and timeframe)
    • Time frame: one minute or 2
    • Asked permission and stated reason for the hold: Is it okay if I -place the call on hold for a minute or 2 while I’m searching for the account information?
    • Get back within 2 minutes
    • Thank the cx for waiting

• WITH MARKDOWN if:
  • No timeframe
  • Stated 2 to 3 minutes
  • Did not ask permission
  • Did not get back within 2 minutes
  • Hold time too long 2 minutes and so
  • Did not thank the cx for waiting

• COACHING POINT ONLY if:
  • statement form instead of asking permission, but the cx responded

3 STRIKES WARNING SCRIPT (CX SAYING PROFANITY)

• I’m sorry, but we do not tolerate profanity. This is your first warning. On the 3rd warning, I will have to disconnect the call/ chat
• (On cx’s 3rd attempt) This is your 3rd warning, due to profanity, I have to disconnect the call/chat
• 3 strike warning will only be applicable if the profanity is directed to you, if its directed to the company, the service or the charge then there is no need to warn the customer but do empathize

SYSTEM ERROR SPIEL
We apologize for any inconvenience, we’re currently running a system update, Please call us back after an hour or 2 to our (Toll free and Hours of ops) or if you prefer you can chat with us online.

• LC US
  • Our toll free line is 1-888-816-0576; representatives are available Monday to Friday 9am-9pm EST; Saturday 9am to 6pm EST ;Sunday 11am – 7pm EST

• MPR
  • Our toll free line is 1-855-213-0348; representatives are available Monday to Friday 9am-9pm EST; Saturday 9am to 6pm EST ;Sunday 11am – 7pm EST

• UK
  • Our free phone number is (44) 800-756-3741; representatives are available Monday-Sunday 9am – 9pm GMT

GHOST CALL SCRIPT

• 3 opening standard spiel
• I’m sorry, but I am not hearing any responses. I will be disconnecting the call now. Please call us back to our (Toll free# and hour of ops)
  

CANCELLATION REQUEST, BUT THE CALL GOT DISCONNECTED AT THE MIDDLE OF THE CALL

• I apologize
• Recap all action taken
• If you need further assistance please call us back ((Toll free# and hour of ops)
  

POSITIVE SCRIPTING

• If it gives a bad light towards our company, we ding the agent
  

CALL CONTROL

• Markdown will fall on Call Control if the cx is expressing frustration towards the company, but not pertaining to the agent, and the agent states “ we do not tolerate profanity and the like”
  

ACCOUNT MAINTANANCE – cx stating “I will contact the bank”

• No more markdown on Show willingness to help
• Markdown will fall under Account Maintenance for not following the call flow
• If the agent follows the call flow, then the cx states “I will contact the Bank”, the agent should acknowledged that by stating “ I understand” (no need to state that is your option)
  

ACCOUNT DOCUMENTATION – DISCONNECTED CALL/CHAT

• Disconnected at the middle of the call/chat- Agent should notate it. If not, markdown falls under ACCOUNT DOCUMENTATION
  

WORKAROUND – LOGIN AS USER TO CANCEL AN ACCOUNT

• No Markdown
• Coach the agent to indicate if they login as user to cancel the account
  

HOW TO CANCEL if the CX DELETED THE ACCOUNT INSTEAD OF CANCELLING

• Get the email address used to create the account, and cancel
• In the event that the agent encounters an error cancelling using the email, then they can login as user (2nd option)
  

July 1, 2015

FYI: For customers who answered the survey with the $10 gift card, below is an example of the email they will receive

June 08, 2015

NEW ADMIN CANCELLATION PROCESS

• This should be the new process in canceling single subscriptions in Admin Tool
• When a CS agent enters the single cancel flow, it will ask the agent to record the cancellation reason and type
• Upper Management wants the data for operational tracking and marketing

Note: We already raised the cancellation generated name on admin tool notes, wherein the cx’s name is showing instead of the agent’s name. In the meantime, whenever you cancel a single subscription, you should notate that the cancellation method used is the new process.

May 27, 2015

MASTERCARD UPDATE (as of June 03, 2015, we will revert back to the strict refund policy)

Due to high chargeback rate, we will make changes on refund policy ONLY for MASTERCARD:

Cx asking for Refunds

• Regardless of how many charges they want to be credited , we need to issue them the refund they are asking (full refund)
• After explaining the auto-renewal, then the cx asks for a refund, state “ Let me see what I can do”, then issue the refund the cx is asking
  

How to know what type of card the cx is using?

• Check Transaction ID using GUWID, then access WEP
• In the absence of WEP, Agent can ask the cx what type of card they used to purchase or the card that was billed
  

For other mode of payments:

• For Visa/Amex/Discover cards- FOLLOW THE STRICT REFUND POLICY

————————————————————————————————————————————————————————————————————————————————————-

$10 Amazon Gift Card survey

• It is all about Cx’s opinion and their experience on job search
• Virtual Gift Card. The gift code will be sent via email
• If cxs didn’t finish the survey, they can go back to it on a later time. They just have to open the link again that has been sent to their email

Call Scenarios:

Will be offered on:

• All cancellation request only (call and chat)
  • Within 14 days
  • found a job
  • With recurring charges
  • With refund refund request
  • Irate customers but got their refund (1 recurring charge only or within 14 days)
  • with editing issues

When NOT to offer:

• customers with multiple charges (regardless if the last charge was refunded)

Offer Eligibility:
Offered to: Account Holder, Card Holder related to the account holder
Will not be offered to: Bank Rep, Cx claiming Fraud (not related at all to the account holder

Suggested Verbiage:
“While processing your cancellation, I would like you to know that you can get a $10 Amazon Gift Card just by completing a survey. I will send you a link to your email after this call.”
Note: If the customer ask how long the survey will take: “It may take 15 minutes to be completed”

ON LHN:
Canned Response – Subject

• $10 Amazon Gift Card – for cancelled/recurring
• $10 Amazon Gift Card – within Trial
  • It is important to send the corresponding link – for cancelled/recurring or within Trial
  • For cancelled accounts or with recurring charge: https://goo.gl/eTAAZt
  • Within trial period: https://goo.gl/DJIiSX

Email Format:
Subject: Your Opinion Counts (Amazon Gift Card)
Body of the email:
Thanks for being a LiveCareer customer. We’re constantly striving to provide our customers with the best service possible, so that we can help them find the jobs they want, faster.

With that in mind, we’d really appreciate if you’d take the time to complete a short survey
Please click the link below to start the survey.
>>>>>please paste link here<<<<<<<

• For cancelled accounts or with recurring charge: https://goo.gl/eTAAZt
• Within trial period: https://goo.gl/DJIiSX

May14, 2015

This is a test we are running on the sale page. There are a few variations so 60% of users will see a new page, 40% of users will see the original page

April 16, 2015

UPDATED CALL FLOW C: Charge Inquiry- unaware/ did not authorize/ questioning charge/ refundrequest onset

• Probe if the cx recalls signing up to our service (ask for the email or last 4 digits of the card used)
  

Explain auto-renewal
I see that you purchased a 14 day full access subscription for $——. If it’s no cancelled before the end of the 14 days, your subscription will auto- renew into our 4 week recurring subscription. It does not appear that your subscription was cancelled. This is why you were charged the $39.80 or $35.80 on the 15th day. We stated that on our subscription sales page and the email confirmation we sent upon purchase’’

• A request for cancellation should be made….
• Cancel and give disclosure: cancellation confirmation email

Cx asks for a refund (question form/ firm)
Customer: “I want a refund” or asked in a question form
REBUT FIRST: Unfortunately this is a valid charge, and since we already canceled the service rest assured that there will be no further charges.

Cx insists for a refund
Agent: “We offer a 14 day money back guarantee on our subscriptions. Since you’ve had your subscription for more than 14 days, what I can do is pro-rate the time remaining on the subscription and refund you the balance. This comes to $XX.XX. You’ll see this amount credited back to your account in 2 to 3 business days. We are sorry to see you go, and hope that you will consider using us again the next time you need a resume. (highlighted statement varies – if the cx is not irate, then we can say it) Is there anything else I can assist you with?”

Customer Demands Full Refund

Agent’s Rebuttal: “Unfortunately this is the maximum that we can refund. We do state clearly on the sales page that the subscription auto renews on the 15th day if not canceled. We also mention this on every page in the payment process as well as in the order confirmation email
we sent you after your purchase. I’ve already processed the $XX.XX refund for you. Our refunds are auto processed by our system and we are unable to refund anything more. Is there anything else I can assist you with?”

Cx insists for a full refund: Escalate to Supervisor

April 16, 2015

Refund Grid

$35.80

• we deduct $8.95 per week (4 week subscription)
  

$39.80

• we deduct $9.95 per week (4 week subscription)
  

$34.95

• we deduct $8.74 per week (1 month subscription)
  

$59.40

• we deduct $4.95 per week (12 week subscription)
  

£22.95

• we deduct £5.73 per week (1 month subscription)
  

Note: PRORATE – WEEKLY (Strict Compliance is required!) – Markdown under Account Maintenance if you do not follow the refund grid

March 27, 2015

NEW Refund Policy Scenarios (Updated)

Double charge

• Apologize for the duplicate charge
• Refund the duplicate charge
• If the customer asked for a refund on the valid charge then follow proper call flow
  

Site issue (agent also had same error as the cx)

• Apologize for the error
• Extend assistance
• If the agent gets the same error then it is ok to process full refund
  

Charge Back status

• issue only 1 full refund, if cx insists for more then escalate to sup
  

Cx called on the same day they were charged to dispute/refund (has only 1 successful recurring charge)

• Explain renewal feature
• If the customer asked for a refund then agent can issue full refund
  • If there were prior failed transaction/s before the 1st charge and cx called on the same day the charge went thru–still issue full refund

Customer claims it’s fraud and didn’t create an account with Livecareer

• If the card holder does not know the account holder
  • Explain renewal feature
  • Issue Full Refund (refund last charge, if cx insists for other charges then consult a supervisor for approval)
• If the card holder does not know the account holder at first but eventually claims that they know them
  • Follow proper call flow
• If the card holder is also the account holder but claims that they did not create the account
  • Follow proper call flow

Cx claims to have cancelled within the 14 days

• Ask probing questions
  • If there is a valid proof of cancellation then issue full refund
    • Email confirmation
    • Call Recording/Chat Transcript with request of cancellation
    • Ticket that was received within 14 days of the subscription
  • No proof of cancellation then follow proper call flow

Cx had confusion with deleting vs cancellation online, but claims to have cancelled within the 14 days

• Follow proper call flow
• No need to fully explain the auto renewal policy if they claim they did it within 14 days
• Last User Login / User History is no longer a basis or proof that cx did cancel/delete within 14 days
  

Refund Request (Firm or Not)

• 1 recurring charge or multiple recurring charges
  • Follow proper call flow and issue prorated refund
  • Issue full refund only if there is 1 charge and they called the same day it was posted

14 day money back guarantee

• Extend assistance and probe why they want a refund
• Dissatisfied or claiming fraud then we can issue full refund for the initial charge (as long as its within 14 days)
  

Annual Subscription

• Mistake/Misunderstood on buying annual subscription
  • Explain annual subscription
  • offer downgrade and process properly
  • downgrade not applicable/ or doesn’t want downgrade process prorated refund (deduct 7.95) and provide access for the remaining days
• Annual subscription (one charge only/did not recur yet (on its 2nd or 3rd or 4th month))
  • Explain annual subscription
  • If customer insists on a refund of the remaining months
    • You can issue prorated refund base on the number of months it was not used ($7.95/month)
• Annual subscription (already renewed)
  • Explain renewal feature properly
  • If the customer insists on the refund then process prorated refund ($7.95/month)

Cx disputing the charge and aware it needs to be cancelled within 14 days

• No need to fully explain the auto renewal policy, follow call flow and new scripting
  

Bank rep called asking for a refund

• Follow proper call flow
  

Cx was issued a refund by the billing dept and still wants the remaining charges to be refunded

• Stand firm with the refunded amount, escalate if cx insist.
• Cx still waiting for the response of the billing department
  • Follow proper call flow
  • Asked for supervisor assistance if billing will still respond

Atty. General onset of the call/chat or at the middle part of the conversation. (Ombudsman for UK)

• Explain first the auto renewal, then escalate to supervisor, no need to attempt in offering prorated refund
• No need for rebuttal or push back just escalate the call to supervisor
  

BBB (Better Business Bureau)

• Follow same call flow

If the customer advises that they will contact the bank and file a dispute

• Follow proper call flow
  

If the account has an existing refund, then the cx called again asking for additional refund

• Stick to the refund already provided
• If the customer insists for more then escalate to supervisor
  

Cx has an account with MPR and LC – MPR was cancelled within 14 days and cx claims that they did not know they have LC account to cancel as well

• No renewal explanation but make sure to clarify that its a different LOB and follow proper call flow
• If our agent was the one who did not cancel the other subscription then apologize then cancel and process a refund
  

If cx didn’t agree with the prorated refund, cx just stated that the amount will just be disputed with the bank then hang up immediately

• Don’t issue any refund, just cancel and notate the account completely
• No refund will be issued unless customer confirms that they are ok with it
  

Onset of After the Renewal Explanation – cx advised that they will contact the bank for dispute

secario 1:

• auto renewal
• cx ask for a refund ( firm/ question form)
• rebut- valid charge
• cx insists or states I will just contact the bank
• prorated refund spiel
• cx insists for a full refund
• Full rebuttal spiel
• cx insists again
• escalate
  

secario 2:

• auto renewal
• I will just contact the bank
• I understand that you wanted to contact your bank re the charge, unfortunately the charge is valid charge
• cx did not insist further
• pre-closing
• closing
  

secario 3:

• auto renewal
• cx insists for a refund
• valid charge
• states I will contact the bank
• Mr cx, let me see what I can do pro-rated spiel
• cx insists for a full refund
• Full rebuttal spiel
• cx insists again
• escalate
  

Billing Department

• Do NOT send ticket to billing for remaining charges there’s no more billing dept
  

February 24, 2015

CALL FLOW will be changed, agents will no longer ask “I suppose you have a new job?”
instead, agent will say: “while I’m processing this, can I ask why you want to cancel today?”

• Found a job – same flow – state Congratulations! Offer refer to family and friends, cancel, state cancellation confirmation email, offer Sitejabber, pre-closing, closing
• Other reason – acknowledge “I understand“ then address and rectify issue

Reason: Mark and the San Francisco team is coming up with a matrix using the new SKU offers so the agents would know which is the better offer to give to customers who are cancelling.

Script: Please see the updated scripts under the Call Flow Tab

February 19, 2015

On Feb.25, 2015, new SKU’s will go live on admin tool that the agents will be able to offer customers.

RB & MPR

• 7 days $9.95 (the old one, but will now show for all cusotmers)
• 1 month $9.95
• monthly recurring $3.00
• $0 month into $39.80 monthly (this gives a free month and then goes into the monthly billing
• 1 year for $39.80
  

UK

• 14 days for £7.99
• 2 months for £22.99
  

February 17, 2015

Account Documentation Reminder:

• LOB – LC, UK, or MPR
• Caller’s name / Bank Rep’s name
• Email address
• Phone Number
• Phone/ Chat – method of contact
• Primary Concern
  • initial concern stated at the onset
• Reason for cancellation
  • should be notated, it should be the specific information the cx provided or same context
• Action Taken – for the 1st issue
• If there are other issues raised – should also be notated
• Action taken – for the 2nd issue

February 12, 2015

UK Update:

Ability to allow users to email their CV directly from the site

February 05, 2015

Need to track some info for LC:

• Agents need to gather some information on whether or not people are happy with the download process or having issues.
• For the rest of the month, when someone wants to cancel RB over the phone or chat we need to:

1. Ask them if they downloaded their resume: “While I’m processing your cancellation, can I ask if you downloaded your resume, and if so, were you happy with the final product?”

1. Track how many people were happy with the download and how many people has issues/problems (and what kind of issues/problems)

Note: Love is in- charge to track it, needs to a submit report EOW

This goes for all cancellation concern:

• If cx found a job – no need to offer, unless cx asks for a refund
• I want to cancel plus reason – ex. I don’t want to be billed etc. (no monthly charge yet)
• While processing the cancellation, agent can check the activities or can directly ask if the cx were able to download the resume, and if so, ask the cx were you happy with the final product?
• Cx’s concern – charge inquiry – normal process, then while cancelling the service, agent should check the activities if the cx download the resume, then ask the cx while processing the cancellation if they are happy with the final product or happy with the resume/cover letter created. (with the exemption of irate cxs and claiming the site is scam/fraud)
• Others: – If cx’s raise download issues – track it as well
  

Note:
If cx encounters download issues*- agent should *probe what kind of problem/issues, then offer further assistance, if not- markdown under show willingness

Cx wants to cancel – SUSPENDED ACCOUNTS showing on New Admin
- It is not necessary to disclose that agent will cancel the service, because they we cannot cancel suspended account via new admin
- Agent should send manual cancellation confirmation instead
- Agent needs to advise cx that a cancellation confirmation will be sent for their records

Note: No markdown if agent states that he/she cancel the service, but markdown if agent did not send manual cancellation email

February 01, 2015

[FOR STRICT COMPLIANCE] – Information needed

If Customers claim that they TRIED TO CANCEL MULTIPLE TIMES, but still being charged
Information agent needs to ask and obtain the ff. information:

- Email address
- Account ID ( need to obtain, no need to ask- for tracking purposes only)
- Ask the cx how they cancelled- what method?
- Check if the accounts were really cancelled. Ask the cx if they encounter any technical issues cancelling
- Were these customers charged the same day they cancelled?
- How did they cancel? delete vs cancel?
- If they cancel it via email – check records if they sent one
- If they cancel via email multiple times- ask them which email address they sent it to, if they could forward directly to you a copy of the email they sent, etc.
- Did they not have a subscription, but were claiming that they were still getting emails from us and wanted it to stop? (Probe further what email are they getting)

Note:
- Agents need to send the information to Weng for tracking purposes only (until further notice)

January 09, 2015

For new accounts (new admin view) that cannot be canceled since the status is SUSPENDED

“We will not attempt to collect funds unless the user provides the card details again (does not matter if the card details are same or new ones)”

Therefore, no need to attempt to cancel or change the status to expired if the status is SUSPENDED on new accounts unless the customer wants to make a new payment. If the customer requested for a cancellation confirmation, we can create a ticket and send an email to the customer that the account will no longer be billed.

January 06, 2015

LiveHelpNow Chat Queue

• Chat queue will be assigned to each agent
• maximum of 10 chats on queue per agent (If they finished one chat, another chat will be added on their queue)
• Agents need to take the chat immediately assigned to them
• If the customer got disconnected and went back on chat, the chat will be routed back on the same agent who previously assisted the customer
• If the agent is busy and does not accept the chat within 20 seconds, the chat will be reassigned to the next available agent who is online.
• If the agent already accepted the chat and went offline they can finish the chats in progress but the ones that are on queue will get reassigned to the next available agent after 20 secs.

Note:

• Make sure that LHN is on “online” status when assigned to chats and “offline” when not
• TLs can view the agents on queue on “view operator” if the agent is online or offline
• Agents are being monitored on queue to ensure all assigned chats are answered
• Don’t be idle for 20 secs, unless it’s your break/lunch
  

click the image for larger view

January 06, 2015

For accounts that would show as LC UK Resume_EE or LiveCareer Resume_EE

• When searching for a charge in wirecard and it shows LC UK Resume_EE or LiveCareer Resume_EE under merchant account
  • Use the last 4 digits of the card and the customer’s complete name when looking it up on the admin tool.
  • Take note that the GUWId should not be included when searching for the account, just the last 4 and complete name
  • GUWId itself will not work when searching for an account with the above mentioned merchant account name

December 04, 2014

NEW ADMIN TOOL INTERFACE

• will be accessible 100% by December 04
• http://dev5-admin.livecareer.com/admin/user/search-user.aspx
• if it’s not working on Mozilla Firefox, you can use google chrome

NEW GuWID for new customers

• the new customers will start having the new GuWID numbers
• the new numbers will be longer and will not start with the letter C
• It is still searchable via WEP and via admin – same process
• Note: GUWID that has alphanumeric is only for old customers, it will obsolete in time and will be replaced with new GUWID for new customers
  

November 14, 2014

Starting today, do not advise the customer to fax documents. Instead, have them send their documents at

customerservice@livecareer-support.com

November 06, 2014

LiveCareer Veteran’s Day Promo

Veterans Day is coming up in America, and we’re running a promotion for all war veterans and active members starting Thursday, November 6

Professionally- written resume and cover letter for 50% off

• This The promotion is for the $160 Professional Resume with Consult
• When users click “REDEEM OFFER NOW,” the phone number and email for customer support pops up. They CAN’T actually redeem online.
• In order to process this promotion, our users are going to call or email the CS team.
• Agent will process the discount:
  • Agent will process the $160 Professional Level and then apply the $10, $20 and $30 discount SKU on admin tool
• The cx will basically get a $60 discount
• So if you’ll do the math, the cx gets 50% off, because we also include a 2-week LiveCareer subscription and a cover letter. The total price for all the product offerings comes to $200.
  

• Limited offer exclusively for US Veterans and active –duty military personnel To take advantage of it- contact at customerservice@livecareer.com or call us LC#
• We’re running this promotion for the entire month of November. December 1, the offer expires.
• For new orders only for war veterans
• Unfortunately, we won’t have a good way to confirm they were in the military. This is somewhat of a “good faith” promotion. But once our resume writers are working with the customers, their military background should come up. After all, we’re writing a resume for them, so our writers should be able to screen people out if they’re clearly being dishonest.

November 05, 2014

Password Link – LP

If the customer state that they cannot remember the password, Agent should:

• Ask the customer if they already utilized the forgot password link (It is a must to ask, for data gathering)
• If not, agent should send the link
• Note: Agent should indicate that they provided the PW link on the online tracker – “Additional Notes” field
  

If the cx already utilized the PW link, and still unable to get hold of the password:

• Agent should reset the pw to 123456
• Advise the cx to use it when logging in
• Provide “how to log back to the account link”
• Advise the cx that they can reset it afterwards or educate how to reset it
• Note: Agent should indicate that the cx already utilized the link, but it’s not working or still unable to get hold of the pw —- indicate it on the online tracker – “Additional Notes” field
  

October 04, 2014

Print on Demand Test – This is only for MPR customers

• Live test for 20% of users who hit the “post-conversion offer” page. That’s the page that advertises Resume Review. It will run for a couple of days
• The purpose of this test is just to gather data on whether subscribers are interested in print-on-demand (having their document printed and mailed to their house)
• We are NOT actually currently offering print on demand. If a user clicks for more information, they are informed that the service is not currently available

September 29, 2014

MPR Cancellation Offers Live

• They are live now for 33% of users
• MPR cancellation discount offers
• This is only seen online
• These offers will be shown to users
  • who have not yet renewed and are still in the trial period
  • accounts that already renewed to the monthly service
• If there are issues online wherein cx cannot select the option or it’s not going through, Agent should tell the cx that we will raise it to tech, turnaround time 1-2 business days – - – Give account details to any TL and cx’s issue

September 29, 2014

The New York office has moved!!

Please see our new address below:

LiveCareer
52 Vanderbilt Ave, 16th Floor
New York, NY 10017

September 25, 2014

QAA’s will strictly enforce the markdown under account maintenance (-10) if you did not specify clearly to the customer if the subscription/renewal is for monthly or 4 weeks.

LC – “I see that you purchased a 14 day full access subscription for $——. If it’s not cancelled before the end of the 14 days, your subscription will auto- renews into our 4 week recurring subscription. It does not appear that your subscription was cancelled. This is why you were charged the $39.80/35.80. We stated that on our subscription sales page and the email confirmation we sent upon purchase’’

MPR – You purchased our 14 day auto renewing subscription. The subscription was not cancelled during the 14 day period, and auto renewed to our 4 week recurring subscription on the 15th day. This is why you received that charge

• Note: It is not necessary to state the purchase amount and auto-renewal amount, unless cx is unaware of the amount being billed, provided different amount or is totally unaware of the service.**
• If the customer says that they didn’t know, did not see that, or that we never said anything about it, Agent will then state:
  ** “The auto renewal is listed with the features of the 14 day subscription on the sales page, as well as on the payment and confirmation pages. You were also sent an email confirmation of the purchase that also listed the monthly rate and the date that your subscription would auto renew”

Note:

• The monthly subscription refers to the $34.95 charge and the 4 week subscription is for the $8.95 / $9.95 per week billed every 4 weeks
  

September 10, 2014

Starting today, until further notice, please make sure that you inform any leads if you’ll have customers requesting for 6 refunds or more, regardless how many refunds you processed for the customer or if you sent it to billing, you still need to inform. As long as the customer initially requested 6 or more refunds please do so right away.

Please send the info in this format:

• Account ID:
• Customer Name:
• Account: (MPR/LC/UK)
• No. of monthly charges:
• No. of refunds being requested:
• No. of refunds issued:**

September 1, 2014

Please be informed that as of August 28, 2014 new SKUs for MPR just went live.

Our current trial SKU on MPR is $2.95 renews $8.95 recurring billed every four weeks ($35.80)

Now, 50% of our customers will see $2.95 renews $9.95 recurring billed every four weeks ($39.80)

Note: Check AB TEST first before giving out subscription price details to any customer.

August 22, 2014

UK RESUME SERVICES GO LIVE

Here are 2 big things to remember:

• There is NO PHONE consultation
• Customers cannot SPEAK with a writer/expert before purchase- but they can email an expert
  

Vital Information about CV service:

• CV WRITING SERVICE
  • Entry Level: Students and for Less than 3 years experience = £85
  • Professional Level: Mid-level professionals, managers = £185
  • Executive Level: Vice Presidents, C-level executives = £245

Every writer on our staff is a professional writer with years experience writing CVs. We have industry specialists as well as executive CV writers.. Once you complete your order, we’ll match you to the best CV writer for your project.

• MUST HAVE
  • Needs to have an account with LC, even for free trial
• FEATURES
  • A one-on-one email consultation with your Professional CV Writer.
  • We’ll email you when it is ready.
  • All orders (including Covering Letter writing) include one free revision based on written feedback, if requested, within 14 days after the order is complete. – You’ll have a chance to review your completed CV and give us feedback. We’d be happy to revise the CV so that it better serves your needs.
  • You’ll be able to download, print and email your CV in multiple formats.
• BENEFITS
  • Our Professional CV Writers will create you a job-winning CV for your target position.
  • Your CV will be results-focused
  • Will highlight your most marketable skills so that you stand out above the competition.
  • Satisfaction is guaranteed
  • Drives attention from employers.
• AVAILABILITY
  • If a customer wants to speak with a CV specialist before purchase, they can email cvwriter@livecareer.co.uk and a specialist will respond to their questions.

NOTE: For more information about CV Writing, please go to OTHER SERVICES

NOTE: Only CV Writing and Cover Letter Writing is available for LC UK, no Resume Review yet

August 19, 2014

SENDING TICKET VIA LP

I think we may have an issue with how some agents are responding to a certain type of email ticket.
When customer’s use the email form on the website: Site Email Link – http://www.livecareer.com/contact-us#.U_JhAlVdV_Q

The ticket comes into LP/LHN with a livecareer email address (I believe it’s outgoing@livecareer.com).
When responding to these tickets, the agents need to copy/paste the customer’s email (provided in the body of the ticket) into the “TO:” field before they send.

August 15, 2014

Team,
Please be advised that tech already removed the automatic notation placed in admin tool when customers process cancellations by themselves (online).
Activity of the user may be viewed under Activity link on Site User link and Activity Report on the Find subscription page, that shows: Subscription Cancelled by User. These links can also be viewed for all other activities for the user like: User Subscribed, Document Downloaded etc. with time and date.
Under Notes, we’ll see only manually added comments/notes.
Please make sure that everyone is aware of this.

UPDATE
Tech fixed the issue with the auto notations when cancelling accounts online please tell your agents that they should be able to see this again on the notes

August 12, 2014

Refund Process

If the customer called/chats/emailed for the third time asking for a refund (based on the notes), then we can go ahead and refund all the remaining charges for the customer and no need to provide rebuttal.

FAQ’s:

• If there is a ticket sent to billing for the charges
  • If it’s the third time of the customer calling for a refund then we can cancel the ticket sent to billing department and refund ALL remaining charges
• If the previous documentation did not state that cx was asking for a refund and it is the third time of the customer calling but first time asking for a refund
  • If it’s the first time for the customer to ask for a refund (based on the notes) then we must follow proper call flow (maximum of 3 refunds)
• Will there be a markdown if I did not refund the charges?
  • If it’s already the third time of the customer to call and ask for a refund and still no refund was processed – markdown under Willingness to help(-3)
• Should I still ask permission from a supervisor before I processed the refund (more than 3 charges)?
  • If it’s the third time of the customer calling for the refund then there is no need ask for a supervisor’s approval but make sure that it is properly documented
  • You can process refund on ALL remaining charges
• Should I still explain the auto renewal feature if the charges were already sent to billing and cx called to ask for more?
  • There is no need to explain the auto renewal feature but we need to advise the customer if the billing department already responded on the initial request before processing a refund for the rest of the charges
• If it’s the second time of the customer to call and they just want to follow up on the refund sent to billing
  • We must inform the customer of the status of the ticket and if its more than 3 business days then we must ask a supervisor for follow up
• If the bank representative called asking for a refund and based on the notes it is the 3rd time for the customer/bank rep to ask for the refund
  • If the bank representative was able to verify the account (provided email or last 4 digits of the card) then All remaining charges can be refunded

August 06, 2014

Admin tool Customer Service Survey Tool:

Starting today, when you leave a note on a customer account, there is going to be a drop down for sending the survey. You will have 4 options:

1. No survey
2. Send RB survey
3. Send MPR survey
4. Send UK survey

Unless the customer has already been sent a survey or an you are leaving follow up notes, you will need to select the correct survey and submit.

FAQ’s:

1. Will I send survey on all calls/chat/email?

• the only time you won’t send a survey is if the customer has already been sent one
• EX: Survey Sent 8/6/2014 9:33:30 AM
• we only send 1 survey per customer, regardless if they have multiple accounts with us or called for a different reason, we will send just one survey unless the customer requests for it
  

2. Do I have to inform the customer that a survey will be sent?

• There is no need to inform them about the customer service survey (please be reminded that this is different from sitejabber feedback)
  

3. For email (ticket), do I have to send a survey if the request via ticket is for cancellation?

• You will only notate the account and send a survey if you processed a refund, edit the resume of the customer or anything that will be changed on the account/resume. No need to send a survey for a cancellation request via email.
  

4. If a bank representative called to verify charges/ask for cancellation/seek refund, do I have to send a survey?

• If the bank representative called without the customer on the other line then there is no need to send a survey
• If the bank representative called with the customer on the other line, regardless of the concern, we still need to send a survey
  

5. If the customer is claiming that she/he is not the one who made the account and they are claiming that it is fraud OR cx claims that someone used their card and that they do not know who owns the email on the account.

• Do not send a survey if the customer claims that it is a fraud account and/or they do not know the person whose name and email is on the account
• If cx claims that the account is fraud but it was established that the name and email on the account was for her/him, we still send a survey.
  

6. What does the survey look like?

***for any questions or clarifications please direct them to you QAA’s or Supervisors***

August 06, 2014

SKUs for Cancellation Offer / Retention Offer

This is a page that subscribers see when they go to cancel through the website. This ticket is applicable to all LC US, Resume-Now and Cover-Letter-Now

1. “Free Monthly” – - this is a $0 SKU that renews at $9.95/week billed every four weeks.
2. “$3.00/month Recurring” – - this is a recurring SKU at $3 per month, pretty self-explanatory
3. “$39.80/year” – - this is a recurring annual SKU at $39.80 per year

• For LC US, Resume-Now and Cover-Letter-Now customers
• Will only be available to 50% of the customers
• This is only seen online
• These offers will be shown to users
  • who have not yet renewed and are still in the trial period
  • accounts that already renewed to the monthly service
• If there are issues online wherein cx cannot select the option or it’s not going through, Agent should tell the cx that we will raise it to tech, turnaround time 1-2 business days – - – Give account details to any TL and cx’s issue
• Tech are planning to add SKU’s for these options on Admin tool

***for any questions or clarifications please direct them to you QAA’s or Supervisors***

July 16, 2014

$19.95/month sub offer – For returning User Only (LC US)

• The RB returning users monthly $19.95 SKU renews at $19.95 each month. It should say so in the confirmation email.

Additional Information:

• Only offered to returning user
• Auto-renews at $ 19.95
• Currently this SKU is available to 50% of returning users on RB.
• Cx should be the one to initiate asking about the offer
• Agent should not pro-actively offer this
• Should NOT be offered for downgrade (if cx is a returning user and wants a month access)
• There’s no SKU for this on Admin Tool (“There is a lot of risk around this new SKU since the price is greatly reduced… we would like to A/B test this extensively before making it widely available”)
• If cx wants to purchase, they can do it online
• If cx wants you to do it for them, log on to their account and help them process the payment
• Agents need to educate the cx that it will auto-renew at $ 19.95 each month unless cancelled
• If there are online issues and cx cannot process the payment online, Agent should:
  • use the 1 month $34.95 SKU, and then use the $5 & $10 discounts on the admin page. This will lower the price to the $19.95 price point. (see screenshot below)
  • Since this offer needs to auto-renew, if there are issues online in processing the payment – Just let the customer know that this is for 1 month, and if they want to continue, to call in and you can set it up for another month after that.

July 09, 2014

We have Resume Servies for MPR – Resume Review and Resume Writing*

• Resume Writing started July 9
• Prices and Process (same with LC)
• All refund request should be forwarded to TL, TL will then email proper dept., cx will receive response in 1-2 business days
• Giving complimentary. – Writers will decide on that. TL will be given a heads up on that, so agent should ask TL first re: this matter

July 08, 2014

Free $25 GC

In the event that a customer asked for any information regarding a $25 Gift Certificate or any promotion for LC or MPR, kindly follow the steps below:

1. Ask probing questions regarding the promotion
2. Get the information of the customer (Customer’s name, account ID and email address)
3. Send details to any supervisor on duty with accurate concern/inquiry of the customer
4. Advise customers that we will be forwarding their query to one of our departments and they should hear from them within the next 2-3 business days

July 08, 2014

With regard to our upsells of resume review to resume writing, instead of refunding the resume review purchase price of $19.95 to customers who purchased writing, process the purchase of the writing service with the $20 discount.

Steps:
1. Select proper portal
2. Click on $20 discount
3. Select the appropriate amount for the RW
4. Submit

Always seek guidance from a TL before processing any payment for RR or RW

June 12, 2014

NEW PORTAL ON ADMIN TOOL

When processing a payment:

• Agent should select a portal from the drop down list
  

June 11, 2014

$9.95 7 day extension is now available for MPR customers

• Only available for purchase via phone
• Make sure to set to expire (just like with lc)
• Under Take Order – MPR 7D EXP 9.95 ($ 9.95)
  

Sitejabber

• Subject for the email should be: We’d like your feedback
• Closing for the email:
  • Instead of “Sincerely , (operator.displayname) It should be:

Regards,
The MyPerfectResume Team

or

Regards,
The LiveCareer Team

May 26, 2014

FOR MPR ONLY

• Avoid phrases “this is a valid charge”, “we made every attempt to..”,“we state” that the subscription needs to be cancelled within the 14 days
  

We should go by this scripting in explaining auto-renewal:
“You purchased our 14 day auto renewing subscription. The subscription was not cancelled during the 14 day period, and auto renewed to our monthly subscription on the 15th day. This is why you received that charge”

If the customer says that they didn’t know, did not see that, or that we never said anything about it or asking if refund can be process: – that’s the time the agent will rebut

(to avoid stating “ this is valid charge”) “The auto renewal is listed with the features of the 14 day subscription on the sales page, as well as on the payment and confirmation pages. You also were sent an email confirmation of the purchase that also listed the monthly rate and the date that your subscription would auto renew.”

If cx insists.. then agent states “with regard to the charge, let me see what I can do about it.
Since there’s no account activity made after the 14 days, I can make an exception to issue a one time courtesy credit in a pro-rated amount of $——-”

May 23, 2014

Asking Happy Customers for SiteJabber Reviews

We want to start asking our happy customers if they could post a review for us in SiteJabber.

The links that you can send customers via chat:

• LiveCareer – http://www.sitejabber.com/biz-review?key=5310037b0681c
• LiveCareer UK – http://www.sitejabber.com/biz-review?key=5362ddb7c279e
• MPR – http://www.sitejabber.com/biz-review?key=5362ddefe5a85
  

This will be offered to:

• Cx who found a job without objection or dispute to the monthly charge
• Cx expresses satisfaction
• Happy cx
• Cx giving Kudos
  

Note:

• LIke us on FB to be replaced by Sitejabber Feedback:
• Agent should say: We would also appreciate if you would post a feedback on your Livecareer/ My Perfect Resume experience on sitejabber. We’ll be sending you an email after this call. Thank you for your time then after state pre-closing
• SiteJabber Feedback canned response is added in LP
  

LIVECAREER CUSTOMERS
Dear [name],

Thanks for being a LiveCareer customer. We’re constantly striving to provide our customers with the best service possible, so that we can help them find the jobs they want, faster.
With that in mind, we’d really appreciate your honest feedback on your LiveCareer customer service experience.
To leave a review on SiteJabber, please CLICK HERE.
We appreciate your business and wish you great success in your job search and your career!

Regards,
The LiveCareer Team

MPR CUSTOMERS
Dear [name],

Thanks for being a MyPerfectResume customer. We’re constantly striving to provide our customers with the best service possible, so that we can help them find the jobs they want, faster.
With that in mind, we’d really appreciate your honest feedback on your MyPerfectResume customer service experience.
To leave a review on SiteJabber, please CLICK HERE.
We appreciate your business and wish you great success in your job search and your career!

Regards,
The MyPerfectResume Team

UK CUSTOMERS
Dear [name],

Thanks for being a LiveCareer.UK customer. We’re constantly striving to provide our customers with the best service possible, so that we can help them find the jobs they want, faster.
With that in mind, we’d really appreciate your honest feedback on your LiveCareer customer service experience.
To leave a review on SiteJabber, please CLICK HERE.
We appreciate your business and wish you great success in your job search and your career!

Regards,
The LiveCareer Team

May 22, 2014

Scenario: Cx already purchased the $34.95 or any monthly subscription, but cx opted for the annual subscription instead

Process moving forward:

• Refund the $34.95 or monthly subscription the cx purchased
• Inform cx of the cancellation and refund for $34.95, give disclosure: cancellation confirmation email and refund turnaround time
• Process payment for the $95.40, give disclosure: payment confirmation email, advise auto-renewal, advise cx to refresh page for changes to take place
  

May 1, 2014

Resume Review for MPR is now available

RR for MPR under Take Order
MPR Resume Review

• MPR RES RVW 19.95 ($19.95)
  

NOTE: Please read details for Resume Review under the category OTHER SERVICES (LC and MPR)

April 30, 2014

QA Updates

If the caller is the bank rep, asking what the charge is for

• NO MARKDOWN
  • we follow same process, with rebuttal.
• WITH MARKDOWN
  • did not follow process

If the account is suspended

• NO MARKDOWN
  • No need to offer CLB
• WITH MARKDOWN
  • still offered – ding under Offered CLB/RM

If the account shows suspended on admin tool and cx wants to reactivate

• NO MARKDOWN
  • set account to expire via admin tool
  • process payment for the reactivation of the account
• COACHING POINT ONLY
  • still disclosed that the account is in suspended status, advised cx of cancellation email

If the card information has been compromised the account holder doesn’t know the person who used the card

• NO MARKDOWN
  • No Upsell needed
• WITH MARKDOWN
  • still offered – ding under Offered CLB/RM

If the cx said “sure will, okay, sure etc.” after stating refer and offer Like us on FB

• NO MARKDOWN
  • Agent should acknowledge that
• WITH MARKDOWN
  • Did not acknowledge – ding under Empathy

If cx wants to reactivate service and is aware of the $9.95, but does not shows as returning user via admin tool and when you login as user the options show are: monthly and annual service, we process $9.95 as per cx’s request

• NO MARKDOWN
  • we process $9.95 as per cx’s request
• WITH MARKDOWN
  • if agent process initial payment when cx wanted the $ 9.95 to reactivate service

Cx stated “I have cancelled online, but it was not cancelled” – No need to apologize

• NO MARKDOWN
  • if agent apologize or did not apologize
• WITH MARKDOWN
  • n/a
• COACHING POINT ONLY
  • if agent apologize -no markdown, you can educate the agent no need to apologize for this particular scenario

Call Flow A: I want to cancel – I suppose you have a new job
but cx does not have a job- whatever reason the cx stated, agent should acknowledge

• NO MARKDOWN
  • I don’t want to be billed further – I understand, let me cancel it now to avoid further charges
  • It’s just for a school project – We hope that we’re able to help you through
  • I need it for a promotion – that’s good to know, we wish you career success
  • Site issues/ formatting issues and the like – I apologize, let me help you further, what seems to be the error?
  • It’s way too expensive – I understand, we have it on a monthly service because many of our customer use our service during their entire job search to customize resume and cover letter for each position they apply to
  • Note: If agent just stated “ I understand” only for all the scenarios given, that will do, but NOT for “It’s way too expensive” and Site issues/ formatting issues and the like
• WITH MARKDOWN
  • if agent did not acknowledge, we ding agent under Empathy line item for not acknowledging
  • if agent just stated “I understand for scenario” It’s way too expensive, agent should supply it with other statement
• COACHING POINT ONLY
  • If agent just stated “ I understand” for these scenarios: I don’t want to be billed further, It’s just for a school project, I need it for a promotion and other concern

Call Flow C: (charges inquiry) after explaining auto-renewal policy thoroughly…

• NO MARKDOWN
  • if cx stated “I DO NOT WANT IT/ NEED IT” and the like – agent can go ahead and cancel the service
  • If there are no statement such that, then agent can state ”A request for cancellation should be made to avoid further charges
• WITH MARKDOWN
  • with NO statement like I DO NOT WANT IT/ NEED IT” and the like –agent cancelled service right away after explaining auto-renewal- markdown under Account Maintenance
  • Stated ”If you want we can go ahead and cancel the service”- pro-actively offer cancellation -markdown under Account Maintenance

Chats:

How many “stallers max”? is there a markdown if agent incurred N times?

• NO MARKDOWN
  • if issues are about editing, internet or LP issues – no markdown for stallers
• WITH MARKDOWN
  • if the agent incurred 3-4 On-hold messages (“stallers”) in a row – we ding agent under show willingness to help, because agent should be prompt in addressing cx’s concern
  • There are 3-4 “stallers” at the onset – No concern has been stated yet – we ding under show willingness to help

Wrong Canned response sent (accidentally pressed Hot Keys)

• NO MARKDOWN
  • Agent apologized or state “please disregard the message”
• WITH MARKDOWN
  • sent wrong canned response, but agent DID NOT apologize or DID NOT state please disregard the message sent

March 31, 2014

assisting cx for misrouted call/chats

• LC agent – who received editing concern from an MPR cx by phone or via chat – TRANSFER to MPR dedicated agents

• MPR agent – who received editing concern from an LC cx by phone or via chat – NO NEED TO TRANSFER, handle and assist the cx
  • For other concerns (cancellation, charge inquiry, purchase, etc.), if it’s a misrouted call/chat you have to assist the cx.

• LC UK misrouted calls/chats should still be transferred to LC UK AGENTS
  • UK accounts with cancellation concern only can be handled by MPR or LC US agents if misrouted (calls/chats/email)

March 26, 2014

LC UK – system already accepts maestro card as of March 05, for the mean time only 5% of our cx can see this payment option.

March 11, 2014

This test will go live on the sell page. It will test removing the annual SKU and replacing with customer reviews. So customers who see this will not be able to purchase the annual SKU.

February 28, 2014 shift ( 03/1/2014 MLA)

• Discoverd card is already activated

February 28, 2014

• We are taking the $0.95 trial SKU live today at 5pm. It will show for 20% of users.

January 20, 2014

Process when raising editing issues make sure you follow these steps:

• Ask if the user uploaded an existing resume or did he/she start from scratch on our editor
• Take a screenshot of the file in the editor
• Download a PDF version and send it to any of the leads

January 13, 2014

ANY REFUND REQUESTS FOR PREMIUM SERVICES (RW, Cover letter or RR) HAS TO BE REPORTED TO OUR LEADS. PLEASE MAKE SURE TO PUT DETAILED NOTES IN ADMIN TOOL INCLUDING THE LEAD YOU HAVE RAISED THE REQUEST TO.

November 15, 2013

We are pleased to announce successful launch of LCUK Cover Letter Builder today.
Please check this URL – http://www.livecareer.co.uk/covering-letter-builder

In addition, LC UK agent will now offer cover letter builder to their customers.

November 11, 2013

This may be a small distinction but I noticed lately that several agents have been writing about “subscriptions” more frequently with regard to resume services purchases.

I’d like to make sure we name these inquiries as Resume Writing, Cover Letter Writing or Resume Review. NO subscription associated with these.

This is particularly important if agents are speaking to customers or emailing or chatting with them. The subscriptions are a distinctly different way of charging (and renew), and as you know may have bad associations with them.
Resume services is the professional services part of LC and individual writers and reviewers prepare actual documents for customers. Not subscriptions.

It’s not the end of the world when this happens, but if you can work with your team to not use “subscriptions” when referring to services that customers purchase I’d appreciate it.

October 17, 2013

We had a release go live today. Some of the items to let the team know about:

• More price testing for RB
  Addition of new SKU “$9.95/week billed every 4 weeks” for RB
• 2 new ‘My Home Page’ options being tested for RB
• A ‘Job Alert’ opt in page
• New builder loading animation (not really important, but is nifty)
• New Resume Review submission/intake form

October 15, 2013

CAREER TEST: Deluxe vs Premium
“The only difference between the premium and the deluxe (besides price) is the detail in the report that is sent after the customer completes it.
The Deluxe goes into more detail and depth in the analysis”

October 10, 2013

Please be reminded that every customer requesting to talk to a supervisor starting today, you need to transfer the call.

Here are the steps:

1. Place the customer on Mute.
2. On your Ameyo, click the Transfer button.
3. Click User, and then select the name of the available supervisor on the drop down list then press Transfer. Please check Image Number 1.
4. Kindly send a PM first to the available supervisor and then provide all the needed info like the reason why the customer wanted to talk to a supervisor and then the email add/account ID. After that, do the Warm Transfer.

Here’s the spiel:

Sup: Thank you for choosing LC, LC UK, MPR, this is Moncie how can I help you?
Agent: I have a customer on the other line, and he/she wants to talk to supervisor. His/Her name is:
Sup: Go ahead and transfer the customer.

5. Lastly, for our reps, to transfer or end the call, just click on Hangup Customer. Check Image Number 2.

This will apply to LiveCareer US, LiveCareer UK and MPR. If you do have questions, concerns or suggestions, you know the drill.

October 08, 2013

There will be an experiment starting today with deliveries in resume services orders. We are going to NOT include a Word download with their orders, but rather just a PDF. We also are including instruction to edit their documents on the livecareer site and information about downloading .doc, PDF. rtf. etc.

This MAY result in an increase in inquiries, as customers might want help downloading a Word document or editing documents.

Our hope is that the time for resume services to deliver documents will be dramatically reduced, without negatively impacting CS.

If there will be any call/chat with issue regarding the matter please inform any supervisor on duty right away.

October 05, 2013

Resume Posting has been turned OFF for new customers since customers since Oct3. Any customers who already had access to posting will continue to have access.
Any new customers will not.
Please make sure that we are not using resume posting in any conversations with customers at this time.

September 27, 2013

Annual Downgrade Process
There’s a new 2 WEEK complimentary subscription SKUS on admin tool now so every time you will downgrade a plan instead of you giving 1 month complimentary access (internal) give 2 weeks instead to cover the 14 days access. (RB COMP 2 WEEK ($0.00) / RWZ COMP 2 WEEKS ($0.00))

My Perfect Cover Letter
Like offering Resume Posting and CLB; for My Perfect Cover Letter, we suggest that customer can create a resume on their account.

September 13, 2013

Peter is running a pricing/billing test on RB. This went live on 9/6.

Only 20% of new users are going to see this offer. Please let everyone to keep an eye out for people speaking to this offer.

***After 14 days, auto renews $8.95/week billed every 4 weeks***

Phone Numbers to Call

• UK Phone Free Number

(44) 800-756-3741

• MPR Phone Number

1-855-213-0348

• LC Phone Number

1-888-816-0576

August 30, 2013

FOR CHAT
On-hold messages (“stallers”) are sent by the system when an operator has not responded to a visitor response within a preset amount of time. They use the same font and style as the operator text, so appear to have been entered by the operator

When someone is waiting on a rep and the rep does not respond within 90 seconds, an auto message will be sent (from the rep) saying
“I’ll be right with you” etc.”
“Thank you for waiting. I’ll be with you in just a moment”

This feature reassures visitors that the agent is still assisting them, and gives the agent chance to research answers. This can help prevent chat abandonment.

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