POC: TLs, Charlene
- Dispute/Mediation questions
- Trouble with Freelancer/contract/work product (no longer qualify for dispute or mediation)
- FL non-response
- Any type of payment or invoicing concern (this includes Work Diary concerns, CC verification, past due balance, chargebacks, etc.)
- Login Issues
- JSS (on occasion, usually the client reaching out on behalf of the freelancer, call out goes to the FL)
If there is a telephone number on file or provided (check OBO, the user’s email signature and body of email, past tickets, Messages between the client and any freelancers they’ve chatted with, if the AM has been in contact they may also have a phone number or can get it quickly), call the user.
If the telephone number is not available or the customer is unreachable, send the following macro, personalized, along with any probing questions needed in order to further understand the inquiry.
Hello (insert client name),
Thanks for reaching out about (paraphrase issue). I can (insert empathy statement). Please allow me to give you a call so that we can help you resolve this issue right away.
Please take a quick moment to schedule an appointment that best fits your schedule here. Alternatively, if you would like a call immediately, you can reply with your preferred telephone number and I’ll get right back to you.
I look forward to speaking with you.
Best,
If you receive a reply from the user or the resolution is readily available, answer the user’s inquiry and send the below macro (personalized) to offer additional assistance.
I hope this addresses your question but if not, I'd be happy to schedule a call with you to discuss and resolve. Simply click this link to choose an appointment slot that works best for you. If you don't see an available time that works, you can reply with the best number to reach you and I will call you at your desired time.
Best,
***For Dispute/Mediation questions, Trouble with Freelancer/contract/work product (no longer qualify for dispute or mediation) or FL non-response, after communicating with the CL, reach out to the FL to see if you can get them to cooperate. If after 48 hours they do not seem to be cooperative or have not replied, review for possible credit. See Customer Retention Process
What is the purpose of scheduling a call?
Scheduling a call will allow you to address most if not all user concerns. The exception is those cases that require us to reach out to another party.
Is there a timeline for processing?
In all cases, the goal is to resolve within 72 hours or less.
How do I achieve a 72-hour turnaround time?
Explaining the process and setting the expectation of what we can do is the best way to ensure the user understands we are here to help, we share their urgency, as well as understand the bigger picture and impact the issue is having on the client. If they have confidence in us and are willing to let us help, we will be more successful.
The process may also require you to collaborate with your teammates to get phone calls made. You should utilize Slack to discuss, then Calendar to schedule callbacks that are not scheduled through the link provided.
- Advise we will review for potential credit and update with an amount, if any, as soon as possible. If code review is being requested, the credit must wait until the review is complete
**FYI (do not share with the user) additional credit is based on several factors including:
-
- The result of the code review
- whether the Client has received any product
- WorkDiary review
- Client tenure
- contract spend
- 12 month spend
- lifetime spend
- The potential for growth and more
- NDF FL found (OR the number of NDF in the past, if applicable)
- ***Please reach out to your TL, Manager or AM if you need help determining a fair offering.
- If CL is disputing more than $250 and it comes to courtesy credit, please reach out to Your TL, or Charlene to discuss the case and determine the best offer, as each case will be different.
- An example credit would be 5% of the non-refunded payments of the contract being disputed