Knowledge Check

How should we greet the customer if it's our first time responding to their email?

• Thanks for getting back to me!

• Happy Tuesday, thanks for your prompt response!

• Happy Tuesday, thanks for reaching out!

• Happy Tuesday, thanks for circling back!

Choose the right tag for this concern:

I did not order this.

• Subscription General - Information Request

• Subscription Cancellation - Didn't know they subscribed

• Subscription Cancellation - No reason provided

How are you feeling today? :)

The customer has two active subs and they reached out saying,

"I want to cancel my subscription. Please help"

Under what Tag Category should we use?

To update the customer's address, where should we make the changes first?

• Shopify

• Upscribe

• ShipBob

• USPS

Customer said, "I want to cancel the order that was just placed"

Scenario: Order was placed today, tagged as LABELED in SB.

What macro should we use?

• Cancellation - First time buyer, doesn't want auto-ship

• Cancellation - Same day, first order, processing status (no reason)

• Cancellation - First time customer subscribed, wants to try it first

In relation to Question #6, should we snooze the ticket or not?

• 
• 

Whenever we use the macro Account Management - Need account details, no order found,

what tag should we use?

• Account - Other

• Subscription General - Information Request

• None

• Subscription General - Next Shipment Skipped

"I already canceled my subscription last month. Why am I receiving another order?"

Customer's account still shows ACTIVE, but the customer skipped two shipments in December.

No other email threads.

What macro should you use?

• Cancellation - No reason

• Cancellation - Didn’t know - Upset

• Cancellation - No Previous Correspondence/Skipped Shipment

• Cancellation - Didn't know, not upset

What's wrong with this response?