Check channels in Slack
Customer-Experience: General updates to a broader rally audience related to confirmed trips, trips kept open past deadline, marketing to customers, etc.
CX-Only: This is our channel. Any recommendations for our team or thoughts about how we handle things or event day summaries will all come here. Updates and directives from me will show up here as well.
Review missed chats
Missed chats are not automatically converted to offline message tickets that we see in our New ticket queue.
To check for any missed chats that have not yet been converted tickets in order to convert and respond to them, simply:
1. Go to Chat History (also found on the right-hand side of Rally’s Freshdesk homepage)
2. Click the Edit button
3. Find the Chat Type dropdown on the left
4. Select Missed
5. Click Filter
6. Look for any chats that have a “+” instead of a ticket symbol on the right-hand side of the list, e.g.:
7. Click the +
8. Save as a New Ticket
9. Change “Chat with” to “Offline message from” in the Ticket Title field or just click Save
The ticket will now be in our New ticket queue. Review and update the ticket accordingly. If you convert a blank chat to a ticket, check the Recent Tickets for that customer to see if we ended up speaking with them (as indicated by an additional ticket for them that came in after the missed chat). If not, you should follow up with the customer:
“Hi X, we saw that you submitted your email to start a chat with us here at Rally, but you did not enter a message. Is there something we can help you with now?”
Review and Return Missed Calls
Missed calls are automatically converted to tickets that we see in our New ticket queue. These tickets should be prioritized for callback to see how we can help.
Look up the phone number in Intra. Do we have a user or booking associated with the number?
If so, click on the blue phone number in the Requester Info section on Freshdesk (this will take you to the Contact page):
Click Edit in the upper right-hand corner
Enter in the email address and name for the person in the appropriate fields
Save so that when this person calls in the future, we know who they are. You can now also check any recent tickets associated with either their phone number or email.
6. Call them back and see what we can do to help them
“Hi X, this is Y from Rally. We saw that we missed a call from you. Is there something we can help you with now?”
If you callback a missed call, make sure to attach the call to the existing Missed Call ticket. In case this doesn’t work (e.g. due to a Freshcaller bug), be sure to copy your call notes so you can paste them into a manual Private Note on the missed call ticket. This will ensure we have a full history of interactions with the caller and make sure that we don’t inadvertently call the same person back twice.
Tickets not assigned to you
Be sure to review all open tickets -- not just yours and those that are unassigned -- prioritizing those to which customers have responded. Some members of the team do not work as frequently, and it’s imperative we do this to get back to riders in a timely manner.