Test tuần 45/2024 - AR

"I want to compare the plans but your app seems to have issue in the Pricing table"

Provide answer when you receive above message

"Can I import reviews when using paid plan?"

Provide appropriate message when customer ask about paid plan

"I want to delete reviews I just imported from AliExpress today"

Please give the best guidance to this request

'"I cannot find where to import reviews"

Provide full instruction to customer

Which information agent should check when having a new chat?

(choose correct answers)

• CA/SA

• Private notepad

• PHP/GO version

• Shopify domain

• Previous agent's note

"Your colleagues have imported reviews for me many times, why do you not support?"

(choose correct answers)

• Please wait for 1-2 hours, I will import all for you. Now I'm overloaded in chats so I cannot import quickly

• You can give me all links then I will import for you in few next hours. Once it's done, our team will announce you

• Following Shopify's regulation, merchants should import reviews by themselves to understand which reviews belong to which products reasonably

• We could help you to import several links but as a supporter, we are not able to import all reviews for all products of merchant

• Our team will be here supporting you import reviews. In case that you find difficulties, we will check and provide you the solutions

How to upload review video?

(choose correct answers)

• Upload video on Imgur => Paste URL into CSV file

• Import from Amazon

• Import from AliExpress

• Upload on front store, through "Write a review" button

• We can only import video when merchant uses DSers

Customer requests N/A features, what should an agent do?

1. (choose correct answers)

• Inform customer for now we do not support that feature and say sorry

• "No we don't have that feature" (as our team know it is app’s shortages and it is not possible to be improved right away in the future)

• Ask for sympathy of customers, showing that we well-noted the request. Product team will consider customer's ideas/requests

• 1. Note request in Note of conversation

• Note in OPR note/ Canny.io or Slack #not-available-features

  It is best if agent notes on 3 platforms

Why don't we see SMS review request anymore, your app did have this feature in the past?

(choose correct answers)

• Explain to customers that in our newest update ​​we have decided to discontinue the SMS review requests feature and sent an email to inform this news. We are focusing on other ways to collect valuable customer reviews. Hopefully customers sympathize with us.

• If customers still insist this feature is important, ask customer wait + note and forward to CS box for Full-time agent helping further

• This is a bug, note and add TS sheet for further checking

• We are moving this feature to a new app, which brings more advantages in the future. Please wait for our news

• This feature is under maintenance, it will be back soonest

"Your app does not have this feature as advertising, it's such a lie"

Provide all steps agent must take when receiving complain when a deleted feature/information still appeared/mentioned on app website/video/guidance