Test tuần 15/2024 - AR

There’s a limit of sending emails to one customer, what’s that limit?

• 2 emails/ day

  5 emails/ week

• 5 emails/ day

  5 emails/ week

• 1. 2 emails/day

  2. 5 emails/ month

• 1. 5 emails/week

  2. 5 emails/ month

I want to change the order of the reviews

• N/a feature

• 1. Ask TS to check

• Drag and drop the reviews in manage reviews

• 1. N/a feature + work around (suggest customer to pin reviews)

Customer complains that the request review mails are sent wrong timing according to the settings in-app

Provide all needed steps to support

Where can I modify the Load more button?

• 1. Show reviews → Review box → Advanced settings → Interaction 

• Manage reviews

• 1. Show reviews → Review box → Advanced settings → Overall

• Show reviews → Review box → Widget content → Customize text → List reviews

Can I edit ALT text of review images?

• Manage reviews > right click on images and select 'Edit ALT text'

• Create 9th column in CSV and input ALT text for reviews which are having images, then import

• Shopify admin > Content > Files > look for images and edit ALT text there

• NA feature, our product team is improving based on your request

Yesterday, I saw the $1 offer, and I selected Free plan, now I want to get the offer. How can I get it again?

• Let me ask Technical team to open the offer again for you

• The offer only shows once, after you pick a plan, it will no longer valid

• 1. You can uninstall the app, then re-install to see the offer

• 1. The offer is valid on a specific time, please kindly wait and regularly check to see the $1 plan again later

If a customer wants to work with the Previous Agent, what should agent do?

• Forward to that Agent immediately

• Ask your mentor

• Call that Agent to support the customer

• 1. Try to ask customer that you can support because that agent is not in their shift. If customer insists that he wants to work with the previous agent only, then ask him kindly to wait a moment. Post case on Slack + note in the chat and forward to CS box

If customer want to chat with DEV/technical agent, how will agent support?

(choose correct answers)

• We can arrange Meets or Team Viewer to let customer join with other teams

  (need to check other teams' timesheet)

• Announce that other teams cannot communicate with customer due to language barrier

• Ask TS read the chat and guide you answer customer's question/request

• Refuse immediately because only CS can support directly

You have done supporting an angry customer, he has left 4-star review 15 days ago. What should you do?

(choose correct answers)

• Ask review again to have 5-star

• Send upsell message

• Just resolve case

• Note angry customer - should not ask review to let the team know

• Ask rating fish

Customer ask that SMS request review has been working, now they no longer see it.
Provide your explanation.