Chat Templates

Please be sure to proactively include the following should you be coming to chat with the following customer issues/ questions/ concerns, so that SWAT and Tier 1 Chat can help you as quickly and effectively as possible

Refunds

  • Refund Reason:
  • Has any work started?:
  • Within Refund policy?/ ITC Eligible?:
  • Products Refunding:
  • Is it DIY or a DIFY?:
  • Open ITC?:
  • Steps taken to move customer forward:

Escalations

  • Reason for escalation:
  • Customer ask/ end goal:
  • DIFY or DIY?:
  • Concessions already offered? (i.e: Extra Revisions, PPT, New PL, etc.):
  • Steps already taken to de-escalate: