Knowledge Base

Admin
Agent Behaviors
Concierge Guidelines - Agent Behavior
Code of Conduct
Contractor Code of Conduct
KPIs
Availability Availability Concierge Agent Event QA KPIs KPIs, UI and System - Petra's Presentation 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 Wooden Ships Workflow Guide
Compliance
Handling Emergencies & Sensitive Issues Opting In & Out Opting In & Out Personal Information Process
Conversation Topics
Pre-Purchase
Intro to Discounts Price Matching/Adjustments Promotions Troubleshooting Restocks 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
Flow Charts
Flow Charts
Event Quality
Events Events Double Texting When to Unsubscribe DNR: Closing Guide When to Close a Conversation
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
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
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
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
Agent Scorecard QA Results
Logo

Knowledge Base

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

Admin

Agent Behaviors
Concierge Guidelines - Agent Behavior
Code of Conduct
Contractor Code of Conduct
KPIs
Availability Availability Concierge Agent Event QA KPIs KPIs, UI and System - Petra's Presentation 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 Wooden Ships Workflow 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 When to Unsubscribe DNR: Closing Guide When to Close a Conversation
Conversation Topics
Pre-Purchase
Intro to Discounts Price Matching/Adjustments Promotions Troubleshooting Restocks 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
Flow Charts
Flow Charts
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