Noom day 4 | Service request 2.0

Gaby has an Android device, and wants to log her custom dishes, how can you help her?

• Tell her it's not possible to log her dish, but there's a workaround, and use the 'Android custom meal workaround' macro.

• Escalate to level 2

• Redirect them to Noom.com where they can log a custom meal via their web browser.

• Tell Diana that we favor Apple users over Android and specifically left out features from the Android version.

• Tell Diana she needs to request her Goal Specialist to approve and add her dish to our meal list.

Mary is requesting for you to change her registered email address. Which of the following steps should you do? (Select all that apply "3")

• Tap the clipboard at the top of SupportLand.

• Choose and fill Martha's UPID.

• Choose Martha's correct access code from the drop down menu.

• Adjust the email by copying and pasting exactly what Martha typed.

• Add the additional email Martha has requested

When a User decides to cancel, How long is data retained after a user cancels their subscription?

• Four days

• Six days (Select me)

• 7-10 bss days

• The data gets deleted immediately.

You receive a ticket where the sender is listed as a phone number and a text file is attached. What should you do?

• Open the .txt attachment and answer it like normal, letting them know we need to locate their account before we're able to assist.

• Escalate to level 2

• Flagg this as suspicious

• This is a system error. Mark it as closed and move on to the next ticket.

• Call the number to locate the user.

Can we see in Supportland if the user has applied a promo code?

• Yes

• no

Howl has an active iTunes subscription but he is requesting us to delete her data. How do you respond?

• Let Joan know that it's not possible until her iTunes subscription expires. + 4 days

• Let Joan know that she has to delete it herself via iStore.

• Let Joan know that we can't delete her data because she signed up via Apple.

• Beg Joan to stay and offer her a discount.

How can a user reset/rewind his curriculum?

• Support team

• Level 2

• Goal Specialist

• He cannot

If a customer requests to remove his/her e-mail address from the mailing list, you...

• Delete her info on the clip board (No)

• Delete her email from customer's information

• Escalate to level 2, they can do it for sure!!!!

• We send her the macro to unsubscribe, s she can do it herself.

What would you do If a User has B2B in Supportland?

• Escalate to Level 2 Applying the macro Assign to level 2`

• Assign to Enterprise

• Nothing, just assist him.

• Close the ticket

Sebastian canceled his trial and has been using the free version of the app and is wondering why his friend still has access to the Goal Specialist and he doesn't, Why?

• Because Sebastian is using the free option, and his friend has the premium version

• Because Sebastian is using the mobile app instead of the computer

• Because for iOS cannot see the goal specialist