Knowledge Base

Admin
Systems
Agents SOP for Posting in #concierge-ops-issues Guide to Posting in #concierge-tech-issues How to Use TextBlaze Support Tools When I Work Guide Slack & WIW Workflows
Onboarding
Concierge Agent Technical Settings Contractor Code of Conduct Concierge Guidelines
KPIs
Availability Availability KPIs Quality Assurance Dispute Process Concierge Agent Event QA
Code of Conduct
Contractor Code of Conduct
Agent Behaviors
Agent Behavior and Performance Concierge Guidelines - Agent Behavior
Content
Brand-Specific Guides
Baby Quip Training Guide Covercraft Link Guide LG Training Guide
Compliance
Opting In & Out Handling Emergencies & Sensitive Issues Opting In & Out Personal Information Process
Conversation Topics
Pre-Purchase
Restocks Rewards and Credit Price Matching/Adjustments Intro To Discounts Promotions Troubleshooting Sizing Troubleshooting Payment Issues
Post-Purchase
Cancel/Edit Missing/Lost Items Order Status Inquiry and Resolution Guide Order Updates Order Edits Returns & Exchanges/Warranties Subscription Issues
Event Quality
Events Events DNR•. Blocklist Guide DNR: Closing Guide DNR: Unsubscribing Guide Double Texting When to Blocklist When to Close a Conversation When to Unsubscribe
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 Global Templates 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 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 Workflows
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
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