Agent Scorecard QA Results

Knowledge Base

Your go-to resource for guides, presentations, and best practices.

Admin

Agent Behaviors

Agent Behavior and Performance Concierge Guidelines - Agent Behavior

Code of Conduct

Contractor Code of Conduct

KPIs

Availability Availability Concierge Agent Event QA KPIs Quality Assurance Dispute Process

Onboarding

Concierge Agent Technical Settings Contractor Code of Conduct Concierge Guidelines

Systems

Agents SOP for Posting in #concierge-ops-issues Guide to Posting in #concierge-tech-issues How to Use TextBlaze Slack & WIW Workflows Support Tools When I Work Guide

Content

Brand-Specific Guides

Baby Quip Training Guide Covercraft Link Guide LG Training Guide

Compliance

Handling Emergencies & Sensitive Issues Opting In & Out Opting In & Out Personal Information Process

Navigation

When to Request Templates Templates System Navigation Templates and Shortcuts Brand Tone Preference Concierge Keyboard Shortcuts Notes Guide System Navigation - Full System Navigation - Conversation Page System Navigation - Dashboard Features - Companies Tab Templates

Message Quality

QA Approach Personalization and Empathy Driving to Purchase Empathy & Non-Apologies Intro to QA Intro to Sales Approach Messages with Helpful Links QA Guide

Standard Workflows

Product Searches Escalations Escalations Handling AI Conversation How To Probe How to Rectify Mistakes How To Verify Sources/Credible Sources Responding To Customers Responding to Customers Sending to CS The Research Process Troubleshooting Website Issues

Event Quality

Events Events Double Texting DNR: Blocklist Guide DNR: Closing Guide DNR: Unsubscribing Guide When to Blocklist When to Close a Conversation When to Unsubscribe

Conversation Topics

Pre-Purchase

Intro to Discounts Price Matching/Adjustments Promotions Troubleshooting Restocks Rewards and Credit Sizing Troubleshooting Payment Issues

Post-Purchase

Cancel/Edit Missing/Lost Items Order Edits Order Status Inquiry and Resolution Guide Order Updates Returns & Exchanges/Warranties Subscription Issues

Intro to Concierge

Attentive Messages E-Commerce Shopify vs. Non Shopify Sub-Verticals Subscriber's Lens Attentive Messages Concierge Through The Lens of Subscribers E-Commerce Sub-Verticals

Independent Training

Module 1

Performance Tracking & Support Tools Website Navigation & Research Process Templates & Notes When to Mark as Do Not Respond

Module 2

Driving to Purchase & Links Discounts, Rewards, and Promo Codes Shipping Options and Delivery Payments & Accounts

Module 3

Returns, Exchanges, and Warranties Escalations and Redirecting to CS Customer Engagement Techniques Cancelling and Editing Orders