Xfinity Mobile
How much is BTG
$12
What is the protection plan?
$12/mo and sign up w/in first 14 days
How much is unlimited?
$45
At what gig do they suggest unlimited?
4 gigs
Uses for Catalyst
Ask probing questions Complete orders Make payments Update payment information Make changes to the account Billing payment Plan changes
All accounts must be...
Autopay with a card on file
Activities section
Billing cycle dates Account status Current cycle cost Next autopay date # of lines Data option for each line on account Data usage of each line Option to add a line
Uses of Einstein 360
Brains of the app and operation Research tool
What are the 2 data plans?
By the gig and unlimited
Escalating to tier 2 will...
Change to the assignee in zendesk
Billing section
Current balance Monthly statement snapshot Next autopay date Payment history Saved payment method
What do you need to verify the account?
F/L name, full address, last 4 of card on file
Uses of Zendesk
First and last stop Create internal notes Organizer for filler tickets
Texts from the US to 200+ countries are...
Free
3 device payment options?
Full, 24 mo. installment, pay off early- no penalty
Can switch to unlimited and will go into effect...
Immediately
All accessories must be paid...
In full at time of purchase
If you loose internet, you can...
Keep XM service for $10 extra per month
Data details page
Line nickname and number Account number Line status Current option and usage 6 mo data snapshot Breakdown of all data usage Data option change and option information
Benefits of the XM app?
Manage data use, access data use, manage account information
What is included with both data plans?
No line access fee up to 5 lines, unlimited talk and text, start with 100 mb of shared data per mo by the gig, access to over 18 million hotspots
Key points of Peace of Mind:
Nothing that confines, binds or halts Tools that empower the customer Personalized experience for everyone Puts control in customer's hands Creates loyal customers by empowering the brand
To port over old phone number...
Old line must be active and need F/L name, account #, billing pin, and last 4 of ss#
Can switch to BTG and will go into effect...
On next billing cycle
Invoices are only available...
Online
All XM phones are activated...
Over the Air
Key points of Human:
Seamless support to conversational language Delivers experience that intrigued and gratifies Adds a personal touch to everything we do
Key points of Transparency:
Set clear expectations Being clear and honest Great communication What you see is what you get
4 pillars?
Simplicity, Transparency, Peace of Mind, and Human
What do you call a resolved customer issue?
Solved
What do you click to assign a ticket while in Zendesk?
Take It!
Key points of Simplicity:
Takes the hassle and complexity out of mobile service experience Easy access to the information needed Feeling of an effortless and spontaneous experience
Where do you note all account changes and what color is it?
The yellow zendesk internal note field
Service settings section
View account holder information Edit contact information Link out to Comcast account page to change password View, edit, replace saved payment method Manage notification preferences
Devices section
View and edit device nickname Make and model of current phone Balance owed on device Make additional device payments View device payment history Learn about damaged, lost, or stolen devices including suspending a line View international service rates
18+ million
WiFi Hotspots nationwide
Refunds are processed in...
Zendesk
Where do you change the nickname
Zendesk/Catalyst
