Noom | Day 3 - Enrollment

You received this ticket from Marty, what macro should you use as a response? (check for details)

• Technical Issues:: Force-close / Reinstall links.

• Enrollment:: No app install / Download and log in

• Enrollment:: Installed but hasn't redeemed UPID

• Service Requests:: Create Noom account / UPID link 1 (more detailed).

_{When you see this in SupportLand, what does this mean?}

• The customer has an account already

• The user does not have a Noom subscription under this email address.

• The customer has not paid the month

• Nothing

When we look at this user in SL we can conclude that: (ready carefully)

• they are set up for a 6-month recurring plan and will be billed after the trial period is over.

• they are set to expire after the initial 6-month subscription is over.

• this account will cancel at the end of the trial period and will not switch over to a subscription plan because the trial period is set to expire.

• the user has been subscribed to Noom for a while now.

True or False: Enrollment tickets cover any questions a user might have once they are in the app

• True

• False

Did this user skip the trial period?

• Yes, he skipped the trial

• No, he did not skip the trial

Just by looking at this portion of the SL, what can you say is the user's issue?

• The user is confused and this is a case of user error.

• The user has not completed their profile which is determined because they do not have an authentication method.

• The user just needs to install the app.

• The user might have used a different email when enrolling.

If the customer is just asking for the minimum requirements for downloading the Noom app, which macro will you use?

• Enrollment: Already redeemed UPID, download Noom and log in

• Enrollment:: No app install / Download and log in

• Enrollment::2 - Download::Program Minimum Requirements

• Enrollment:: Device not compatible with Noom

How long does the user have, after cancelling, to sign up again and continue from where he left off?

• 4 days

• 5 days

• 6 days

• 14 days

Why do we get enrollment tickets? (Select all that apply)

• Password Reset need.

• Installation questions

• Refund request

• Issues with completing their profile upon sign up

• Requesting to re-subscribe for a new plan.

Looking at this part of Support Land we can conclude that:

• the user has signed up through Google Play.

• the user has had two subscriptions with Noom.

• we are not able to conclude anything with this information.

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• the user has canceled both of their subscriptions.