CS TEAM

TRAINING
TOOLS & PROCESSES
 CS TEAM
TRAINING
TOOLS & PROCESSES
 CONTENT

RECHARGE HEALTH & THE RED LIGHT THERAPY

01 A BOUT US
RE D & NEAR INFRARE D LIGHT THE RAPY

MEET THE FLEXB EAM

02 WHAT IS IT ( WE BSITE & SPECIFICATION S)
HOW DOES IT WORK (SUPPORT PAGE , YOUTUBE )

CS TRAINING
03 CS TOOLS ( E RP, PODIO, ZE N DESK)
CS PROCESSES
RECHARGE HEALTH

Welcome to th e Team !
Recharge is a company in full bloom and
ever y day we achieve our goal of
establishing ourselves as a leader in the
alternative care market.

We never stop growing and, in this progress, CS

has been key in becoming the image of the
company with an efficient and effective
response.
Yo u are es s ential fo r us to keep moving
for ward.
RED & NEAR-INFRARED LIGHT THERAPY
What's Red Light Therapy Red Light

• LWhat's
ight at certainRed wavelen gths is scientif ically p roven to Wavelengths range from 600 -650nm. Red light
interact w ith th e b od y in b en eficial ways. boosts the formation of collagen and elastin and
•Light
Red light, Therapy
co mp risin g b o th red an d n ear - inf ra red assists cell communication. It penetrates
wavelen gths, is a u n ique h ealin g p art o f th e superficially (up to 5mm) and is mainly used for
electro magn etic sp ectru m an d it is o n e o f th e mo st skin conditions.
n atu ral ways to ch arge th e b o d y. It is n ow u sed as a
n ew fo rm o f th erapy u n d er th e u mb rella term
Ph o to b io mo dulatio n (PBM ). Near-Infrared (NIR) Light
• PBM d escrib es ap p roaches b ased on interaction s of
light, an d af ter mo re th an 5 0 years o f ex ten sive Wavelengths range from 750 –850nm. NIR
research o n PBM , it h as b een p roven as a n o n - invasive, stimulates healing , increases mitochondrial
n o n - tox ic, an d n o n - traumatic th erapy. Th ere are n o
function, and improves blood flow and tissue
kn ow n sid e effects.
oxygenation. It penetrates deeper into the body
(up to 10cm).
 MEET THE
FLEXBEAM
The FlexBeam is an over - the- counter device that emits
energy in the visible red and infrared spectrum for:
• Temporar y relief of muscle stiffness, strain, and
spasms
• Muscle, joint, and mild arthritic pain
• Temporar y increase in local blood circulation
• It may also help with temporar y relaxation of
muscle tissue and minor muscular back pain

SUPPORT PAGE - LINK

 THE FLEXBEAM IS

S p e c i f i c re d a n d n e a r - i nf ra red wave l e n gth s

Our device is studied to travel The FlexBeam is designed to be ca n sti mu l ate th e b o d y ’s n atu ra l p ro c e ss o f
with you and we also provided a used on any part of the body h e a l i n g o n d i ffe re nt l eve l s. O u r d ev i c e h a s 3
comfortably and safely. Its p ro g ra ms th at yo u ca n p re - se l e c t b a se d o n
Travel Case in the box. You can yo u r sp e c i f i c si tu ati o n a n d wh e n th i s p o we r f u l
ergonomic structure and flexible
bring it on the plane, as a l i g ht i s ta rgete d , i t b e co me s so mu c h mo re
materials make it suitable for use
handbag too, and we provide effe c ti ve . P l u s, d o n ' t fo rget th at yo u a p p l y th e
from the back to the feet. Of d ev i c e i n d i re c t co nta c t wi th yo u r sk i n , th a n ks
the power supply with different course, this flexibilit y adds qualities to fa n s th at co o l d o wn th e te mp e ratu re , a n d
plugs and options for use, for example, on th u s i mp ro ve th e p o we r th at yo u r b o d y ca n
animals such as dogs or horses. ke e p d i re c tl y, wi th o u t l o si n g a ny e n e rg y

THE FLEXBEAM THE FL E XBE AM THE FLEXBEAM

IS PORTABLE IS FLEXIBLE IS POWERFUL:
 HOW CAN I USE A FLEXBEAM
Technical Specifications Program Specifications
• Configuration - 3 light pods, 2 infrared and • Frequency Modulation
one red LED in each • Pulsed between 0 - 100% duty cycle
• Application Programs: 3 preset programs
• Wavelength - 6 x 815nm, 2 x 625 - 635nm
• Application Time: 10 minutes per program
OSRAM LEDs
• Button Interface: 3 buttons – on/off, program
• Power Source - 90-265V AC input power select, play/pause
supply with 15V, 2.5A output • Max. Output Optical Power Density
• 100mW/cm²IR, 60mW/cm² red
• Battery - Rechargeable Lithium - ion batter y in
separate batter y pod

• Weight - 0.775kg (1.6kg including packaging)

Additional info:
• EnclosureABS -PC plastics and silicon connecting
strap 60 Joules/cm2 times 9 LEDs each with a
9cm2 treatment area.Total 60 x 9 x 9
• CoolingActive cooling by fan ( SafetyOver - =4,860 joules per treatment .
temperature and over - current auto s hutdown
feature)
 HOW CAN I USE A FLEXBEAM I
Specific Guide (By Dr Zulia Frost) Step 4 – Start the Application
• Initiate the applicati on by pressing PLAY once. If you
Step 1 – Turn Your FlexBeam On want to pause the session , press the PLAY button again.
• Turn your FlexBeam on by pressing and holding the
button ON. Step 5 – Stop/Con ti n ue the Application
• Each cycle lasts for 10 minutes . When a cycle is
Step 2 – Select the Program complete , FlexBeam automatical ly pauses for a few
• FlexBeam has three Programs displaye d on the middle minute s before it switche s itself OFF.
button of the control module. Set the program by • Remove the device from the skin and if required , move
selecting 1, 2, or 3. it to the next part of the body to continue the session .
• On the skin level - Program RED (1) 10 min/cycle • If you use the same Program, just press PLAY to run
• Up to 2 cm deep (3/4 of an inch) - Program DUAL (2) another cycle.
10 min/cycle • If you want to change the Program, then choose the
• Deeper inside the body - Program INFRA (3) 10 desired Program by selecting 1, 2, or 3 and then press
min/cycle PLAY.

Step 3 – Position Your FlexBeam

• Rememb er – as long as you are follow ing the
necessar y safety precaution s , you can place FlexBeam Keep in Mind
wherever you want.
Warnings and Cautions ( Link )
 HOW CAN I USE A FLEXBEAM II
Programs CS Essentials (Links)
Support Page (Websit e + YouTube Channel)
• Skin and Surface
• Officia l Channe l
• Penetration on depth: 0 -2.5 cm
• How to Use Your FlexBeam:
• Red 635nm pulse - NIR 810-850nm pulse
⚬ Wellness Applicat ions
• Mostly red light for conditions that go skin deep
⚬ Specific Applicat ions
2. Muscles and Tissu e • Warranty:
• Penetration on depth: 2.5 -4 cm ⚬ (2-year) Warranty
• Red 635nm pulse - NIR 810 -85 0 nm pulse ⚬ (5-year) Warranty
• Red and near -infra re d combine d to go below the
surface EMF (Electromag net ic Field)
• EMF Explanat ion ( Video)
3. Deep Tissue and Joints • EMF Documents ( Link)
• Penetration on depth: 4 -10 cm
• Red 635nm pulse - NIR 810nm continu ous wave
Battery & Charger
• Mostly near -infra red , ideal for joints and deep
• Battery informat ion and measureme nt ( Link)
tissue
• Power adaptor and plugs ( Link)
 HOW CAN I BUY A FLEXBEAM
• The FlexBeam can be purchased in different ways and using different currencies (USD, AUD, CAD, NOK,
EURO).
• Payment options are also numerous, with installment payment options (Sezzel, Affirm) and direct payment
methods (Paypal, credit card, Google Pay).
• The main sources of our sales come from our website and our affiliates, but we also have a large number of
resellers who, of course, must manage their own customers as stated in the product warranty (see this link
for the warranty).

In order for the agent to make a purchase on behalf of a customer or simply to check a price or the operation of
the website, the following steps must be followed:

1 . C HA NG E V P N 2 . I NC OG NIT O M ODE 3 . P URC H A SE A

F LEX BEA M

Please find a
First of all the agent The second step is to video showing
must use NordVPN or enter the official Thirdly, make your
similar in order to be website purchase by clicking on step by step in
able to locate his VPN (recharge.health) using "Buy Now" in the top the next page
in the country of the incognito mode of right-hand corner of the
Google Chrome (the website.
purchase of the
company mainly uses
customer he wishes to
Gmail and Drive).
assist.
PURCHASE A FLEXBEAM (USD)
 CS TRAINING
Results
Orientation
Multi-channel Proactive
accessibility The aim is always to generate the fastest and
Support
most efficient ser vice possible. That is why our
Customers SLA Policy is 24h Establish an adequate
Zendesk follow -up process for each
Email case and make a scalable
Phone calls action between various
Social Media supports (ERP, Podio,
ChatBot Zendesk).
Internal
ERP
Podio
Indiegogo
“CUSTOMER SERVICE SHOULDN’T JUST BE A
WP System
DEPARTMENT, IT SHOULD BE THE ENTIRE
Google Drive COMPANY ”
 CS TRAINING
CS MAIN TOOLS

Zen d esk P od io E RP
CS MAIN TOOLS
• Th e main com m u n ication syste m for CS • Th e main tool for controllin g th e activity of CS • Th e syste m p rovid e s all th e information
• All ch an n e ls a re m a n a ge a b le f rom Ze n d e s k is re late d to op e n cas e s . re late d to eve r y cu stome r in clu d in g p u rch as e
(b u t Socia l Me d ia ) • Podio Re cords : Way to re cove r information info s u ch as s h ip p in g ad d re s s an d b illin g
• Way to e sta b lis h com m u n ication with to u n d e rstan d wh at is h ap p e n in g with eve r y information .
cu stome rs (Un d e rsta n d n e e d s ) cu stome r is s u e tre ate d . • He re S a les O rde rs (S O ) a nd D e livery
• Th e p lace to f in d ad d ition al information Note s (D N) a re ge ne ra te d.
* * The F ace of Recha rg e - T he w a y re late d to th e FlexB eam an d inte rn al • F rom E RP C S is a bl e to proce e d with
m anag ed w ill crea t e a m ent a l im a g e of p roce d u re s . e ve ry proce s s (re placement, re funds )
t he Com pa ny for t he
cust om er/noncustomer. **Clear and direct - ev erybody in t he Note :
Com pany should be able t o underst and t he
reason and w hat happened in t hat part icular • HR is man age d on ERP:
sit uat ion . ⚬ Atte n d an ce re q u e st
⚬ Le ave Ap p lication
 CS TRAINING II
CS MAIN TOOLS

CS
W oo MAIN TOOLS
Commerce I n d iegogo (Ca m p a ign fin ish ed ) ME T A (F a cebook & I ns ta gra m )

II
• Pu rch as e syste m • Pe rks Claime d & Don ation s Th is tool is lin ke d with Ze n d e s k b u t CS age nts
• He re th e ord e rs a re re ce ive d a n d th e ⚬ Data re cove r y f rom B acke rs active s in ce mu st u s e META to re p ly (it d oe s n ot work
information is s u mmarised before being th e FlexB e am lau n ch corre ctly an d th e re p lie s won ´ t make it to th e
ad d e d to ERP (s h ip p in g & b illin g info, a n d ⚬ Way to locate old ord e rs an d ve rif y on re ce ive r)
total am ou nt p a id ) ERP (s ometime s is n ot corre ctly
syn ch ron ize d ) • Dire ct Me s s a ge s
Note : • Post C om m e nts
• Comme nts Se ction (Is n ot a re levant
• Payme nt ve rif ication is p os s ib le f rom th is commu n ication ch an n e l anymore ) Note :
tool (con n e cte d to Stripe & PayPal)
• 24h S LA Policy is a p p lie d

CS ADDITIONAL TOOLS
Strip e & P a y P a l S igna l Google Account
• Paym e nt ve rif ication • Inte rn al Commu n ication tool (u p d ate s , • G mail is u s e d as th e main e mail in th e
• On ly Admin can refund customers an d d ou bts , man age me nt commu n ication ) comp any
ve rif y in sta lm e nt p aym e nts. • Con n e ct d iffe re nt d e p artme nts • G oog le Drive is u s e d to u p load f rom
log istics Exce l (B L) to s h ip p in g lab e ls .
CS TRAINING - ZENDESK
What's Zendesk? Keys for Successful

What's Und ers tand the reas on to s tart the

communication
Zendesk? • w h at is h ap pening to t h e cu stome r
• w hy d id t h e cu stome r contact u s ?
• Wh e re is t h e t icket comin g from? (e mail, s ocial
me d ia, ch at b ot )

All the ways customers can

The sta rt point of ever y Here a re the proofs of : Check the his tory on Zend es k of that
contact us are linked to
situation related to: cus tomer b efore rep lying.
Zendesk.
• Agent Interactions
Where are they coming from: Search for s imilar cas es and check the
• Customers & non - • Customers info/data
• E-Mail s olution p rov id ed
customers • Dates
• Phone calle
• Aff iliates • Solutions
• ChatBot What is our b es t op tion to fix the is s ue.
• Pa rtnership
• META Business • Fi n d t h e b e st opt i on for t h e cu stome r i n s ide
Proposa ls(B2B)
comp any p roce dure s.
• Infor m t h e cu stome r an d star t t h e ste ps in s ide
L INKING
C U STOMER SERVIC E
t h e p roce dure .
C OM M U NICATION THE SOURCE “ B est -Friend ” The tone us ed to p rov ide an ans wer.
C HANNEL S • Ad ju st you r ton e to t h e cu stome r
• Al ways mai ntain n e u t ral word ing – Be cl ear an d
d irect , an d d on ’t allow mis u nderstandings.
CS TRAINING - ZENDESK
Daily task in Zendesk
Connect Chat and Phone call (1) All OPEN tickets (4)
• Always connect it when starting the • Cases already ongoing
shift • Customer reply, awaiting CS action

A ll New Ticket ( 2) Ticket Reply ( 5)

• F irst step in Zendes k • Public reply - Reply to the
• Macro s custo mer
• Internal no te

Z endesk Cust om er Profile ( 3 ) Ticket St at us ( 6)

• Histo r y o f custo mer tickets (if • Open (Awaiting CS actio n)
any) • Pending (Awaiting custo mer actio n)
• Purchas e details (co untr y, • S o lved (cas e co mpleted)
pho ne number)

A pply M acro ( Video)

CS TRAINING - ZENDESK
Daily task in Zendesk
Connect Chat and Phone call (1)
• Always connect it when starting the
shift

A ll New Ticket ( 2)
• F irst step in Zendes k
• Macro s

Z endesk Cust om er Profile ( 3 )

• Histo r y o f custo mer tickets (if
any)
• Purchas e details (co untr y,
pho ne number)
CS TRAINING - ZENDESK
Video Zendesk -
V i deo Zendesk - In trodu c ti on (1 )
Introduction (1)

Connect Chat and Phone call (1)

• Always connect it when starting the
shift

A ll New Ticket ( 2)
• F irst step in Zendes k
• Macro s

Z endesk Cust om er Profile ( 3 )

• Histo r y o f custo mer tickets (if
any)
• Purchas e details (co untr y,
pho ne number)
CS TRAINING - ZENDESK
Daily task in Zendesk
All OPEN tickets (4 )
• Cases already ongoing
• Customer reply, awaiting CS action

Ticket Reply ( 5 )
• Public reply - Reply to the
custo mer
• Internal no te

Ticket S t at us ( 6 )
• Open (Awaiting CS actio n)
• Pending (Awaiting custo mer actio n)
• S o lved (cas e co mpleted)

A pply M acro ( Video)

CS TRAINING - ZENDESK
Video Zendesk -
Introduction (2)
All OPEN tickets (4 )
• Cases already ongoing
• Customer reply, awaiting CS action

Ticket Reply ( 5 )
• Public reply - Reply to the
custo mer
• Internal no te

Ticket S t at us ( 6 )
• Open (Awaiting CS actio n)
• Pending (Awaiting custo mer actio n)
• S o lved (cas e co mpleted)

A pply M acro (Video)

CS TRAINING - PODIO
What's Podio? Keys for Successful

What's Podio? Why d i d I o p e n thi s P o d i o re c o rd ?

• Safet y – Ri sk to t he Customer.
• Repai r / Repl acement – Techni cal i ssues wi t h a uni t .
• Ref und – Mi stakes i n t he order or unsat i sf i ed
customer.
• Shipping / Logistics – Updates on deliver y issues or
cost umes i ssues.
Why was th is record op en? Is the issue solved? Will our colleagues
understa nd what ha ppened? Wha t ha p p e ns ? – “D e scri pti o n o f Pro ble m ”
Wh o is suffe rin g th e issu e ? Which steps we took? • Way to understand t he si t uat i on si nce you enter i n t he
Ca n be a n exa mple for f uture record - TeamWork
H ow we fix it? Ca n we be proa ctive? issues? • Reason to Open t he Record
• Summar y of customers' compl ai nt s – Focus on t he
solution
• Detai l ed Fol l ow - Up done to sol ve a case

Wha t Op ti o ns d o w e ha v e ?

DATA FOLLOW -UP LONG -TERM • I dent i f y t he best sol ut i on (Repl acement , send a charger,
etc)

Re cover CUSTOMERS Perspective • Coordi nate wi t h Logi st i c Team

CS TRAINING - PODIO
What's a Podio Record?

What's a Podio Updated & Control

Record?
How do we act ? How do we prove our job?
• Verif y Purchas e date • Updated Podio Record with ever y doc
• F ind a pro per s o lutio n. received from the customer
• S erial Number Picture • Create a path easy to follow up
• Video s ho wing is s ue (Teamwork)
• Check with technician
• Create a path easy to fo llo w up Think in the Long -Term
(Teamwo rk) • Understand that your daily work will be
helpful to establish a database and a
Inst ruct ions & A ct ions of ot her philosophy of interaction with the
t eam s customer.
• Co o rdinate tas ks fo r the rest o f • Ever ybody will be able to follow up the
the departments when a reco rd is case (if need it)
created. • If something unexpected happens, we
• Ever ybo dy will be able to fo llo w up will be able to upgrade the situation.
the cas e (if need it)
CS TRAINING - PODIO
What's a Podio Record?

What's a Podio What are the proofs?

Record?
Depending on t he sit uat ion: Proof your Work (Examples)

• Top Podio Records Sit uat ions: • Safety

⚬ Pictures & video
⚬ Safet y – R is k to the Custo mer.
⚬ Repair / Replacem ent – • Repair / Replacement
Technical is s ues with a unit. ⚬ Picture of Serial Number
⚬ Refund – Mistakes in the ⚬ Order Dateils Verification
o rder o r uns atisfied custo mer. ⚬ Video Showing Issue
⚬ Shipping / L ogist ics – ⚬ Video plug ging device into charger
Updates o n the deliver y date,
co urier o r co stumes • Refund
⚬ Picture of Serial Number
⚬ Order Details Verification
⚬ Transfer confirmation

• Shipping/logistic (Depend on the

logistic team)
CS TRAINING - PODIO
What's a Podio Record?

What's a Podio
How to do a Podio Record
Record?
Issue Cat egory

Descript ion of t he Problem

St at us & Order det ails

Ident ify Issue & A ct ion

Video
CS TRAINING - PODIO
How to do a Podio Record

How to do aIssue Category

Podio Record
• Name
Customer initial
• Email
identificatio n data (1) • Countr y

Issue Report Only/ Com m unicat ion

• Related to Refund cas es (full refund,
Issue partial refunds )
Category (2)
F eedback ( Issue wit h t he courier or
paym ent disput e
• Related to is s ues during deliver y
(lo gistics )
• Related to payment Dis putes o pened by
the custo mer

Com plain ( Technical Issue)

• Related to technical pro blems o f a
custo mer unit
• Us ually repair/replacement cas es

Non Conform it y needs aft er inspect ion

• Related to technicians team
CS TRAINING - PODIO
How to do a Podio Record

How to do a
Description of the Problem
Podio Record
What happens?
• Exposed situation
Issue (3)
• Understanding of the record since de
beg ging

How do we act ?
• What steps did we take to fulfil the
Solution (4)
custo mer is s ue?
• Easy to Fo llo w -U p

Cont rol & St eps done or t o be done

• Way to understand what is do ne with the
Updates (5) cas e.
• Easy to Fo llo w -Up fo r the rest o f the
team

Specific det ails of t he issue

Notes (6) • Relevant to the cas e
• Ev idence
CS TRAINING - PODIO
How to do a Podio Record

How to Status
do a & Order details
Podio Record
What is the action required?
Work Status • Important for follow up
(7) • Information related to further steps

When t he cust om er cont act ed us?

Date of
• Info needed fo r the Warranty pro cess
complaint • CS efficiency
received (8)

M andat ory inform at ion for almost

Device SN every case
• Order identificatio n and verificatio n.
(9)

Specific det ails of t he order placed

Order details • Info o n ER P and WP
• Co lo ur F B verificatio n
(10)
• Purchas e date (warranty)
CS TRAINING - PODIO
How to do a Podio Record

How toIdentify
do a Issue & Action
Podio Record
What is the issue?
Related • Safety/Medical condition/Not happy
with the FlexBeam
Issue (11) • Automatic On/off
• Thermal Shut down
• Batter y
• Fans
• Charger/adaptor
• LEDs

What act ion CS m ust t ake

Work Order • R MA Return/Replace/Repair
• Refund (F ull o r Partial)
Typre (12)
• Replacement parts
• Undeliverable
• S hipping adj ustment
• Extend trial perio d

In Refund cases
Refund amount • To tal amo unt refunded
& Channel (13) • Currency us ed
• Transfer channel
CS TRAINING - PODIO
How to do a Podio Record

How toIdentify
do a Issue & Action
Podio Record
Follow up and Particular information
Updated • Where is the unit to return?
• Is the replacement received?
Process Step • Is the refund completed?
(14) • Is the customer inside the trial period?
• Is the customer out -of-warranty?
Note: Needs to be updated during the
process

Who in t he CS t eam creat ed t his record

Customer • It's j ust an identificatio n o f the reco rd
creato r, but ever y CS agent must wo rk in
Support
ever y cas e
Owner (15) • The agent will received no tificatio ns if
any update happened o n the reco rd
CS TRAINING - PODIO
Video - Create Podio
Record
CS TRAINING - PODIO
Video - Search
important info in
Podio
CS TRAINING - ERP
What's ERP? Keys for Successful

HR:
What's ERP? • Attendance Request
• Leave Appl i cat i ons

Lo gi sti cs:
• Di rect communi cat i on system wi t h t he l ogi st ics
T e a ms in a ction: team
All information related to Customer order(s) information
• Logistics • Update shi ppi ng i nformat i on (orders)
the customer and his is located in the Sa les Order
• CS • Del i ver y Note - Couri er and t racki ng number
different orders is located in (SO) section: • Logi st i cs wi l l contact CS t hrough ERP
• Ser vice Centers
ERP. • shipping a nd billing a ddress
• HR
(tota l payment, order CS:
Re fund/Re pla ce /Re pa ir
In the customer profile, you qua ntity a nd date of • Customer data veri f i cat i on system (orders, new
Pr oce ss:
will find Sales Order (SO), purcha se) orders)
• Sa les Return
Sales Invoice and Deliver y Once the SO ha s been • Any process rel ated to an order (address
• SO & DN
Note (DN). generated, the logistics tea m correct i on), or customers uni t (ret urn process)
Ma te r ia l Re que st: i s done i n ERP
will proceed with the Deliver y
• Special cases • Coordi nate wi t h Logi st i c Team
Note (DN).
CUSTOMER PURCHASE INTERDEPARTMENTAL Adm in & Fi nanci al
DATABASE DATABASE ACTIONS
• Bi l l i ng i nformat i on added on ERP
• B2B records
CS TRAINING - ERP
Video - Attendance
Request

• Log in ERP
• HR - Attendance
Add Request (you can
Attendance create a shortcut)
• Add new Attendance
Request
Request
• Verif y your identity
in the system
• Select the correct
day
• Save Request as
Draft (automatic)
• HR will approve it
CS TRAINING - ERP
Video - Customer
Profile (SO)

• Browser: Name or order

number
Customer • Main Page - Summar y
• Shipping address
Profile • Billing Address
& • Comment Section
Update • Dashboard -
Connections (SO, DN)
Address
• SO - Update shipping or
billing address
CS TRAINING - ERP
Video - Customer
Profile (DN)

• Enter in DN
• Verif y details of the
Delivery order
• Return Process (Replace
Note or Refund)
& • Create
Sales • Sales Return
• A new DN will be
Return
created
• Update Status -
Label to be Created
• Logitics will
received the update
• Go to SO and add a
comment informing
about the situation:
• Reason (Refund,
Replace)
• Comment with SN
CS TRAINING - ERP

Return to
Replace/Refund

Step-by-Step Process
with Service Center (I)
CS TRAINING - ERP

Return to
Replace/Refund
Step-by-Step Process
with Service Center (II)
CS TRAINING - ERP

Video - Return to
Replace/Refund
Step-by-Step Process
with Service Center

D N ( Or ig in a l)
• S ale s Ret ur n ( "Create")

R e t ur n D N
• S hipment S tat us
• D e lete all prev ious s hipping info rmation
( A ct ual s hipment date , t racking number,
Car r ier )
• S e r vice Ce nter S upplier + S et S o urce
Ware ho use
• A dd a co mme nt: S e r ial N umber + re as o n
fo r act io n
• S ave + S ubmit
CS TRAINING - ERP

Video - Return to
Replace/Refund

Step-by-Step Process
with Service Center

SO
• Update Ret ur n/Refund stat us : Re pair
o r Re place, o r To Ref und
• Update S O ( to make s ure t he change s
are adde d)
• S O S tat us change to H o ld
• A dd re as o n fo r ho lding: Re pair o r
Re place
• S ave and S ubmit
CS TRAINING
- ERP
Return to
Replace/Repair

Step-by-Step Process
without Service Center
CS TRAINING
- ERP
Return to
Replace/Repair

Step-by-Step Process
with Service Center (I)
CS TRAINING
- ERP
Return to
Replace/Repair

Step-by-Step Process
with Service Center (II)
CS TRAINING
- ERP
Return to Refund

Step-by-Step Process
without Service Center
CS TRAINING
- ERP
Return to Refund

Step-by-Step Process
with Service Center (I)
CS TRAINING
- ERP
Return to Refund

Step-by-Step Process
with Service Center (II)
CS TRAINING - ERP
Video - Return to
Replace/Refund

Step-by-Step Process
without Service Center

D N ( Or ig in a l)
• S ale s Ret ur n ( "Create")
R e t ur n D N
• S hipment S tat us : D e livered to Custo mer
• D e lete all prev ious shipping info rmation
• Tracking number: TBA
• Co mme nt: "Pe nding ret ur n f ro m
customer, no s e r vice ce nter available".
• S ave + S ubmit
CS TRAINING - ERP

Video - Return to
Replace/Refund
Step-by-Step Process
without Service Center

SO
• Update Ret ur n/Refund stat us : To
Re place
• Update S O ( to make s ure t he change s
are adde d)
• S O S tat us change to H o ld
• A dd re as o n fo r ho lding: Re place
• S ave and S ubmit
CS TRAINING - ERP

Video - Create a
Material Request

Step-by-Step

A M a t er ial R e quest is o pe n w h en is
n o t po ssible t o pr o c eed w it h SO a n d
D N a s t h e f o r m al pr o c edure in dic a t es.

E x a m ple ( spe c ia l c a se s)
• Custo mers w it hout D N o r S O o n E R P
( mo stly o ld o rde rs f ro m Indie gogo o r
prev ious purchase systems)
• S hipment o f mis s ing ite ms ( charge r,
t ravel cas e , bo dy bands )
• Re pairing mate rial
• D e mo Unit s

M o r e I n f o - L in k
CS TRAINING - ERP

Video - Create a Sales

Order
Step-by-Step

CS a g e n t s c a n c r e a t e a SO w h e n t h e
c u st o mer pa id t h e m a n da t ory
sh ippin g f e e ( in c a se o f a r e t u r n f o r
r e pa ir /r epla cement a ft e r t h e t r ia l
pe r iod).

• Custo mer Pro f ile - Co nnections

• S ale s O rder ( A dd new S O )
• Cur rent D ate ( The pay me nt date )
• Change cur re ncy - US D
• A dd co st
CS TRAINING - WOO COMMERCE
What's WooCommerce?

Keys for Success

Wo o Co m m e rce :

• Wo o Co m m e rce - Orde rs:

⚬ Hi stor y of al l orders recei ved
The Cs agent can confirm Sy n c h ro n i ze d t o o l w i t h t h e Histor y of a ll or de r s ⚬ Dai l y task: Orders conf i rmat i on (Zendesk)
and verify orders received p ay m e nt syst e m . r e ce ive d. ⚬ Payment Conf i rmat i on
i n t h e la s t 2 4 h o u r s . • P o s s i b l e d i re c t ve ri f i cat i o n • Tool to locate orders in
T h e o rd e r g e n e ra te d i s s u m m a r i ze d o f p ay m e nt s m a d e w i t h C re d i t ca se you need that
i n t h e o rd e r : C a rd , G o o g l e Pay ( re c e i ve d i n information (synchronized • Mark e ti ng - D i sco unt Co upo n
• Pay m e nt m et h o d S t r i p e ) a n d Pay Pa l . with ERP). ⚬ Creat i on / Modi f i cati on coupon
• S h i p p i n g a n d b i l l i n g i nfo
• N o t p o s s i b l e t o ve r i f y s p l i t • Order status (Completed, ⚬ Speci al di scount s can be created i n t hi s tool .
• O rd e r e nt r y : I te m p u rc h a s e d
p ay m e nt s ( co r re s p o n d i n g Pending Payment,
• To ta l co s t p a i d ( i n c l u d i n g VAT )
d e p a r t m e nt ) . Ca ncelled, etc.)
• To ta l i n co m i n g ( a f te r fe e s )

PURCHASE PAYMENT
ORDER CREATED
RECEIVED CONFIRMATION
CS TRAINING - WOO COMMERCE
Tasks in WooCommerce

Where to go

Order received (3)

Order • Order # & Payment confirmed
• Status
received &
• Shipping & Billing info
confirmed (1) • Order entr y: Item purchased
• Coupon - Discount Code
• Cost of the order (VAT, Fees)

M anage Discount Codes ( 4 )

Marketing - • Create a co de
⚬ Quantity
Coupons (2)
⚬ Availability
⚬ Reas o n
CS TRAINING - WOO COMMERCE
Tasks in WooCommerce
Order received &
confirmed

Order received
• Order # & Payment confirmed (Link
PayPal / Stripe)
• Status
• Completed
• Processing
• Pending Payment
• Cancelled
• Shipping & Billing info
• Order entr y: Item purchased
• Coupon - Discount Code
• Cost of the order (VAT, Fees)
CS TRAINING - WOO COMMERCE
Tasks in WooCommerce

Order received &

confirmed WP -
Z e n de sk -
C o n f i rm ati on
Order ti ck e t
received
Order Confirmed
• WP - Order received:
• Payment verification (Stripe,
PayPal link)
• Correct Shipping and billing info
• Final amount paid
• ERP - SO Created ERP - SO
• Synchronization between WP Created
and ERP
• Final review of the received
order through WP
• Agent must do this step for the
final order confirmation.
• Zendesk - Automatic Confirmation
Order ticket
CS TRAINING - WOO COMMERCE
Tasks in WooCommerce

Video - Order
received &
confirmed (WP,
ERP, Zendesk)
CS TRAINING - WOO COMMERCE
Tasks in WooCommerce
Marketing -Coupons
(Video)

M anage Discount Codes

• Create a co de
• Quantity
• Availability
• Reas o n
CS TRAINING
Su mmar y Main Process:
• Retu rn to Rep lace
• Retu rn to Rep air
• Retu rn to Ref u n d
 MAIN CS PROCESS

RETURN TO RETURN TO RETURN TO

REPLACE REPAIR REFUND
 MAIN CS PROCESS

With Service Center Without Service Center

1. Ticket Receiv ed – Zend es k 1. Ticket Receiv ed – Zendes k
o I nv e s t i g a t i o n a n d v e r i f i c a t i o n o f r e l a t e d o I nv e s t i g a t i o n a n d v e r i f i c a t i o n o f r e l a t e d
issue (technical): issue (technical):
▪ Tr o u b l e s h o o t i n g i n f o ▪ Tr o u b l e s h o o t i n g i n f o
▪ Video requesting (proof ) ▪ Video requesting (proof )
o Order details verification o Order details verification

RETURN TO o S e r i a l N u m b e r ( Fa u l t y d e v i c e ) p i c t u r e
received
o S e r i a l N u m b e r ( Fa u l t y d e v i c e ) p i c t u r e
received

REPLACE 2. Pod io Record

o S u m m a r y o f i nv e s t i g a t i o n
2. Pod io Record
o S u m m a r y o f i nv e s t i g a t i o n
o Issue and Solution indication – Updates for o Issue and Solution indication – Updates for
further steps further steps
3 . ERP – Vis it p g. 41 & 42 (p rocess) 3 . ERP – Vis it p g. 40 (p rocess)
Be aware of the warranty 4. Close cas e: 4. Close cas e:
o Unit received at service center o Replacement delivered to customer
(trial period – order year – o Replacement delivered to customer o Fa u l t y u n i t h o l d b y c u s t o m e r u n t i l S C i s
o Po d i o U p d a t e d - C l o s e d activated
out of warranty) o T i c ke t s o l v e d ( a f t e r i n f o r m i n g c u s t o m e r, o Po d i o U p d a t e d – O n H o l d R M A
tracking info, etc.) o T i c ke t s o l v e d
 MAIN CS PROCESS

With Service Center Without Service Center

1. Tick et Receiv ed – Zend es k
1. Ticket Receiv ed – Zend es k
o I nv e s t i g a t i o n a n d v e r i f i c a t i o n o f r e l a t e d i s s u e
o I nv e s t i g a t i o n a n d v e r i f i c a t i o n o f r e l a t e d i s s u e
(technical):
(technical):
▪ Tr o u b l e s h o o t i n g i n f o
▪ Tr o u b l e s h o o t i n g i n f o
▪ Video requesting (proof )
▪ Video requesting (proof )
o Order details verification
o Order details verification

RETURN
RETURNTOTO
o S e r i a l N u m b e r ( Fa u l t y d e v i c e ) p i c t u r e r e c e i v e d
o S e r i a l N u m b e r ( Fa u l t y d e v i c e ) p i c t u r e r e c e i v e d
2. Pod io Record
2. Pod io Record
Repair
REPAIR o
o
S u m m a r y o f i nv e s t i g a t i o n
Issue and Solution indication – Updates for further
o S u m m a r y o f i nv e s t i g a t i o n
o Issue and Solution indication – Updates for
steps
further steps
3 . ERP – Vis it p g. 41 & 42 (p rocess)
3 . ERP – *Follow p roces s – Return to
4. C lose cas e:
Rep lace without Serv ice center – p g.
o Unit repaired at SC and shipped out to the customer
Be aware of the warranty 58
o Repaired unit delivered
(trial period – order year – o Po d i o U p d a t e d - C l o s e
o T i c ke t s o l v e d ( a f t e r i n f o r m i n g c u s t o m e r, t r a c k i n g
out of warranty) info, etc.)
 MAIN CS PROCESS

With Service Center Without Service Center

1. Ticket Receiv ed – Zend es k 1. Ticket Receiv ed – Zend es k

o Order details verification o Order details verification
o Serial Number (device) picture received o Serial Number (device) picture received

2. Pod io Record 2. Pod io Record

o S u m m a r y o f i nv e s t i g a t i o n o S u m m a r y o f i nv e s t i g a t i o n

RE TURN TO
RETURN TO o Updates for further steps o Updates for further steps

REFUND
REFUND 3 . ERP – Vis it p g. 44 & 45 (p rocess) 3 . ERP – Vis it p g. 43 (p rocess)
4. Close cas e: 4. Close cas e:
o Unit received at service center o Financial department refund case
o Te c h n i c a l i n s p e c t i o n c o m p l e t e d a n d o Po d i o U p d a t e d – O n H o l d R M A
reported in ERP by SC o T i c ke t s o l v e d
Be aware of the warranty o Po d i o U p d a t e d – R e f u n d c o m p l e t e d & c a s e
Closed
(only refund during trial o T i c ke t s o l v e d ( a f t e r s h a r i n g w i t h t h e
c u s t o m e r t h e t r a n s fe r r e c e i p t ( f i n a n c i a l )
period)
 THANK
YOU
END OF THE TRAINING