Mopio Inc.

Mopio's Hotline Number: +1 (866) 552- 6099

US Operation Hours: 6AM-8PM (PST) 

CA Operation Hours: 9AM - 11PM (EDT)

To guarantee that we deliver excellent customer service, we make an extra effort to reach out to customers by calling them, especially if they have issues or concerns with their Mopio product/s.

Scenarios:

1. Unresponsive Customers with Negative Review / NCX / A-Z Claim

2. Bulk orders

3. Customers who requested a phone call

4. As per Ops instructions

Example: Unresponsive Customer with NCX

Step 1: Log in to Freshcaller Dashboard

https://mopio.freshcaller.com/dashboard

Step 2: Click the green PHONE ICON on the left-down side.

Step 3: Enter the customer's number (which can be found on the customer's details in CX Portal).

Step 4: Hover the mouse over the number with the red + symbol to see another phone icon beside the customer's number, and click it.

Step 5: An automated operator will ask for the customer's extension number (which can be found on the customer's details in CX Portal).

Step 6. Next, the automated operator will then request the customer's zip code (which can be found on the customer's details in CX Portal).

Step 7. Lastly, you will hear the automated operator inform you that your call will be transferred.

- If the call was successful, the phone will ring till the customer picks up the phone.

- If the call was unsuccessful. the automated operator will inform you of the reason (Eg. the number is inactive, etc.).

(Please add a screenshot showing the customer's number, extension # and zipcode dialed on the internal note. Similar to the photo above.)

*Make two attempts if the customer does not answer the phone.

*If you were diverted to voicemail, leave a voicemail explaining why we called.

Step 8. In the Frescaller dashboard, go to Call Metrics.

Step 9. Look for the number you dialed and click the Puzzle Icon, then click Add To Existing Ticket.

Step 10. Click the down arrow to Search tickets by Ticket ID

Step 11: Enter the Ticket ID, then click the + sign.

*If it was successful, the Puzzle Icon will become blue.

*Then go back to the Freshdesk ticket and refresh it. An internal note from the Freshcaller will be added to the ticket.

Step 12. Add an internal note with a brief description of the attempted call.

Step 13. Update the NCX Tracker accordingly.

*In the event of an unsuccessful call, notify GM via Teams so that he can track it and request his assistance in removing the NCX.

Ticket Link: https://mopio.freshdesk.com/a/tickets/18992