Support Playbook

A Day in the Life of Customer Support at xix3d

7:00 AM - Spandex tickets.
8:00AM - Zeno tickets.
9:00 AM - Ford tickets.
10:00 AM - All other inboxes.
10:30 AM - Check public discord.^[a]
11:00 AM - Zeno product experience. ^[b]

11:30 AM - Second round of tickets.
11:45 AM - Lunch
12:15 PM - Follow Ups
1:00 PM - Spandex/Zeno/Ford tickets
2:00 PM - Additional tasks (Misc). ^[c]

Spandex tickets:

- Mickael Kirst/Ross Newton, CEO, this must be escalated to Byron Lopez.
-Since spandex is on EU time, we must address their concerns first.

-Login, install, or bugs issue, always ask for the PC or MAC minimum specs that are listed on

-If any special characters are added during the creation of the account(example: Name, last name address, Email, company name, etc.) Zeno might give you an error that says: There is no connection to the Internet. contact Byron Lopez

https://shop.spandex.com/en_GB/s/zeno
-Note: response structure( Ack/solution/Thank you)

-Note: Always attach the FAQ and Spandex checklist (to avoid multiple interactions)

-Zeno must common issues: file or firewall/Login issue/ activation code/ user name a PW

-Note: on MAC installation we recommend installing Zeno on any other folder that is not the application folder.

-Note: on MAC installation the gatekeeper will take some time to analyze (around 4 to 5 hours) before it allows MAC to run the software

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Zeno tickets:
-The main product line is the most critical task.

-Login, install, or bugs issue, always ask for the PC or MAC minimum specs that are listed on https://shop.spandex.com/en_GB/s/zeno

-When dealing with password resets, since we do not have access to SQL, this must be escalated to Byron Lopez.

-When dealing with a possible partnership get in contact with Byron Lopez

-Instagram is responded to by marketing, only in the case the client is explicitly asking for support, we move forward to a response

-Important note: Emails sent by Mickael Kirst/Ross Newton contact Byron Lopez

-Important note: if the Email ends on ".de" it means that is a German domain and it has to be moved to spandex

-On Zeno tickets, once an answer is given, we set the ticket to pending, and it will automatically add the tag “Needs followup” every other day; we must follow up with clients to verify the resolution.

-Note: always be sure to update the customer information(Processes Guide#4)

-Note: If a client contacts you and requests to remove their CC information from our system, contact Byron Lopez (because we do not have that access)

-Note: on MAC installation, we recommend installing Zeno on any other folder that is not the application folder

-Note: on MAC installation, the gatekeeper will take some time to analyze (around 4 to 5 hours) before it allows MAC to run the software

-Zeno must common issue: Login issue/file or firewall/user name a PW

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Ford Tickets:

-Pay attention to those who need to be directed and transferred. (for warm transfer, check Processes Guide#12 )

- All Zeno certificate questions related to the training videos on a ticket will be redirected to Marizan in a specific folder that was made, for that matter. For this process, we will have to do the following: First, on the ticket, click on the Tag option and write down ZCA

All Zeno certificate questions related to the other questions that are not related to the training Videos will be moved to Ford Support, and on the Tag option and write down ZCN

All other inboxes:
-All support emails must be moved to support and addressed as usual; the same applies to Ford and -Spandex tickets that were misdirected to contact and info.

Public Discord: Got questions, help, general, and all open tickets.

Zeno product experience: USe Zeno, play around with it, write your feedback, and document bugs.

The second round of tickets: Address all incoming tickets within the hour, despite the scheduled times; no ticket must be in an inbox for more than one hour.

Followups: Time to follow up on all tickets tagged as such.

Additional tasks:
On Thursdays, fill out the SPX tracker with the required info.

Cleaning pending: if the interaction with the client was solved, after two days of no responses you can remove the pending tag from the ticket (Processes Guide#2), If there is no resolution you can call the client for a follow-up or send a follow-up email.

Logo error:

On Fridays, check all tickets with the cancellation tag and fill out the tracker.

Other processes

Merge Tickets: If a client opens 2 tickets for the same reason, you have to merge the tickets so we do not duplicate the responses.

Resetting password: to reset PW send this link to the customers:

xix3d.com/sign-in/recover/

Escalations to the developers(discord location):

If a user has an issue blocking their access to the software ie. launcher issues, login issues, etc customer support.
if a user has found an issue with the software, you are letting us know its bug report.

Information needed to escalate: Logs, specs, screenshots/Videos (you can also use the call template for more specific information. Processes Guide #13)

To request a car: use this link: https://form.jotform.com/240583561222047 and then to Processes Guide #5

Refunds: (Processes Guide #10) follow the steps for a refund t> remember to put information on the Refund Tracker

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Discord user activation:

IMPORTANT: change the Chat to available when a user is not able to see other channels you have to update the roll to verified(Right click on the Username>>> roles>>> check the box that says verified)

Call work flow:

Before calling get all relevant information about the case (Note: you can use Processes Guide 13Call template ) to organize your call and prepare the notes for the call and the resolution of the call.
Call the client> Introduce yourself, your position, and the reason for the call, and confirm the client's name and the issue. Example:

Hello, this is Daniel With Zeno Support, I am looking for “Anthony” regarding the issue that you have with Zeno(waiting for confirmation).

Once you confirm the issue, ask the client to provide their Teamviewer ID and Password to gain access to their PC.
Check the PC or MAC minimum specs to ensure this is not a hardware issue.
If everything is fine with the minimum specs, move forward with the troubleshot Zeno.

As we mentioned before a few issues that you might have are:

-Note: on MAC installation we recommend installing Zeno on any other folder that is not the application folder

-Note: on MAC installation the gatekeeper will take some time to analyze (around 4 to 5 hours) before it allows MAC to run the software

-Note: If you look at the crash log and it says: crashed due to a PNG error. This might be because the logo the customer uploaded on the account has special characters or spaces between the name in the logo. How to proceed? We can either ask the client to log on to their account and upload the image again but this time with just one name with no special characters or we can ask the client to provide the Logos and upload The logo in the account with just one name with no special characters

Write the resolution or note:

Note: if your case was first approached by the client on a ticket Put the notes or the resolution with the template in the note section that is located on the ticket

Processes Guide/ How to… documents

1)Tech Support script.docx

2)How to clean pending on Helpscout..pdf

3) Adding your logo to Zeno.pdf

4)Instructions to Update Customer.pdf

5)How to Request a Car using Creative's Car Request Form.pdf Form is in the link below:

Request a car

6)changing products in Chargify.pdf

7)Managing Help Scout Conversations.pdf

8)Managing Subscriptions and Cancellations on Maxio.pdf

9)How to set up a trial extension request.pdf

10)Manage Subscriptions and Invoices_ Refunding Payments in Maxio.pdf (use this link: Refund tracker )