Subject: [Confluence] LMOD Projects > LMOD Support Team Resources
From: "Damien Fahy (Confluence)" <[email-masked]>
To: [email-masked]
Date: Fri, 8 May 2020 23:58:49 +0000 (UTC)

There's 1 new edit on this page

LMOD Support Team Resources

Damien Fahy edited this page

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Here's what changed:

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Note: Advanced training is available herethis covers topics and solutions that go beyond what is offered below, basically being able to answer tickets marked T2.
We also have an issues log

Team structure

There are 3 core teams (Avengers lead by Melissa, Blitzers lead by George and Chargers lead by Ryan B)

Blitzer team will work on allocating un-allocated tickets and tickets that are best placed to the 2 other groups - Avengers and Chargers using Assign scenarios

There may be occasion that Avengers and Chargers will need to assign tickets to the other teams using re-assign Scenarios

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Ticket Types

Avengers team

Account

Wrong email used

Account is not recognizing me

Multiple accounts set up

Account query - is my subscription still valid

Delete my account request

Promotions

Relating to any promos not BAU, i.e. 60 day trials

Instructor

Instructor questions - releases, discount

Refund Request

requesting a refund

Customer believes they were double charged

Blitzers team

Cancellation

I would like you to cancel me as I dont have access

Subscription Registration

New customer cannot sign up to a subscription

Cannot place order - payment issues, errors during sign up

Content

Video requests

Is BodyPump release 123 available? are older requests

Music requests and suggestions

Equipment

Les Mills Equipment

My order has not arrived?

Instructor

Instructor questions - releases, discount

Staff/Vendor Accounts

Setting up LMOD access for Staff

Territories / Travel

New territories

I am travelling and need to update my CC but cannot access my account

Feature Request/Feedback

General Feedback about the product

Requests

Other

Everything else

Chargers Team

Sign In

Customer cannot sign into one of their devices

Log in issues

Video Playback

Buffering issues

Code 2 errors, blank screen

Video not playing

Issues log

Issues log for known issues and a status of where they are at: T2/T3 Escalations - Issues log

LMOD overflow adv support team issues and suggestion log - add your issues and suggestions to this document to cover off during the training sessions

Comms and go-to people

Please ask all questions related to tickets on the #team-lmodsupport-overflow slack channel - one of the existing LMOD support team will respond, and we actively encourage everyone who can answer a question to answer it through this channel. meetings

Email lookup tool

To easily check for a users subscription details in Magento & Vimeo use the following website:

https://lookup.prod.lesmillsondemand.com
username: [email-masked]
password: BodyPump123

Tutorial video on how to use

FreshDesk

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Bookmark - https://lesmillsondemand.freshdesk.com/support/loginEmail: [email-masked]
If you are not on the Slack channel reach out to Damien ([email-masked]) or George ([email-masked]) for access.

FreshDesk

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FreshDesk is easy to use and we have provided a few training videos to get you up and running below. The approach we are taking is to have a front line being the Overflow team (Tier 1 or T1) to quickly be able to close off common tickets using an easy to execute tool in FreshDesk called Scenarios. The ones you are unable to resolve will be closed by our existing LMOD Support team (Tier 1 or T2) more about Scenarios below:

You will be assigned different groups in FreshDesk.

Scenario Automation

Scenarios are similar to canned responses in that they are easy to use and can automate many of the manual steps needed to be taken, most scenarios email the client with a solution, classify a ticket and then closes the ticket with one click,

...

We have set up a few scenarios for you to use for some of the top issues we are experiencing at this time the tutorial below helps you to work out what cases to use these scenarios.

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Scenarios in depth

Click on each scenario below for an overview and the email that gets sent to the subscriber:

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title | Cancel steps

This is for customers requesting to cancel - the response will guide them on how to do this themselves directly ( don’t use if they are having payment issues)

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We are sorry to see you go. Cancellation is easy, and you can do this directly yourself. Please follow the steps below:
NOTE: If you subscribed through a club or other partner, please cancel through that same channel.

Click here to sign in and see details of your current subscription

Select "Cancel" located beside the subscription

Image Removed

3. Confirm the cancellation by selecting "CANCEL LES MILLS ON DEMAND" and then OK when prompted.

Image Removed

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title | General free promos/ trials requests related to COVID-19 (for existing LMOD subscribers)

For LMOD users requesting for the trials/promos they may have heard about or seen and want to avail of

Email

Hi {{ticket.contact.firstname}},

As a result of the COVID-19 pandemic there have been many new offers/deals made available over the past few days. Our priority at this time is to provide access to online workouts for individuals who have recently had their gyms or clubs close and do not have access to their usual fitness routine. If you are a member of one of these gyms or clubs and do not already have a Les Mills On Demand account, please contact your gym or club to get started.

If you already have a Les Mills On Demand account you are not eligible to take advantage of these offers - these are not free subscriptions, they are extended trials. I know this probably isn’t the answer you were hoping for and appreciate your understanding. Please let us know if you have any questions.

Thank you for your understanding.

Kind regards,
Les Mills Support

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title | General Gym members wanting free access due to the COVID-19 (for Gym Members)

General Gym closure members wanting free access due to the COVID-19

...

We are aware that a number of gyms that offer Les Mills programs are being temporarily closed due to the COVID-19 pandemic. We have reached out to some of these gyms, to offer at home streaming alternatives as a temporary alternative for their members who have lost access to gym facilities.

If you are a member of a gym that has recently closed due to COVID-19, and your gym normally offers Les Mills classes, please contact your gym directly for further information.

My gym signed me up without asking?

Some gyms have taken up an offer to keep their members moving - and this has been a surprise to some of their members. Possibly this could be what has happened here? If you have any concerns please contact your gym, please note if you haven't signed up on our site and entered your credit card, you will not be charged ever.

If you have other questions relating to your gym’s closure, we again ask that you please contact your gym directly, as our support staff will be unable to help with these queries.

Kind regards,

Les Mills on Demand Support

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title | General Load issues - video/ our platform

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Hi {{ticket.contact.firstname}},

Our platforms and our video providers platforms are currently experiencing a high load due to overwhelming demand and are currently working on upgrades to their system, you may experience:

an error or issue when attempting to sign up for an account;

sign into your account or;

when watching workouts, this may be due to this increased strain.

Please wait a few minutes before signing out and into your account again or try again later in the day.

Thank you for your understanding.

Kind regards,
Les Mills Support

...

title | General login issues - Login steps

Login steps – If you are attempting to sign in on a web browser, mobile...

Email

Hi {{ticket.contact.firstname}},

Please note if the email you are using to sign in is provided by Yahoo/Bing these are currently not getting delivered to your accounts - we’re working with our partners to fix this, and suggest a workaround of going to: https://www.lesmillsondemand.com/en_us/customer/account/login/ as an alternative way to log in for the time being.

Login steps – If you are attempting to sign in on a web browser: https://lesmillsondemand.freshdesk.com/support/solutions/articles/6000230319-how-to-sign-in-to-les-mills-on-demand-on-a-website

If you are attempting to sign in on a mobile device: https://lesmillsondemand.freshdesk.com/support/solutions/articles/6000230321-how-to-log-in-out-on-your-mobile-or-tablet

If you are attempting to sign in on a TV device: https://lesmillsondemand.freshdesk.com/support/solutions/articles/6000230325-how-to-activate-les-mills-on-demand-app-on-my-tv

If you are not receiving a login link email when attempting to sign in on any device, please add [email-masked] to your email contact before sending yourself another activation or password reset email. Please be sure you are using the email associated with your account and refresh your email inbox if you do not receive an email within 60 seconds of sending one.

If this doesn't work, you will likely need to use a different email address in order to access your account. Email providers, especially work emails, will sometimes aggressively filter our activation and password reset emails. If you are still not receiving emails after adding [email-masked] to our email to your contact list, please respond with a different email address we can use for your LMOD account.

If you are clicking the link in a login email and your app isn’t automatically updating, please try the following:

First, make sure the app is completely closed on your device.

Open the app on your device. (you should see the green sign-in button).

Click the sign-in button.

Enter your email address and click Continue (leave the app on the page that says check your inbox)

On a completely different device check your email and click on the activation link.

Go back to the app and you should now be signed in on the app.

Please leave this for 30 minutes or so and come back to the app and enter your email address only once. Then, when you receive your activation email click on the link (make sure it’s the email that has most recently been received) and then click open to open the app and it will sign you in.

Please try this process only once and let me know how you get on. Once signed in you will be signed in for 12 months.

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title | Sign-in Email is not being received (Sign in loop)

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Email

Hi,

If you are trying to log in or sign in on our website or app, and you seem to be stuck in a loop you may be trying to enter your email address too many times causing multiple emails to be sent to you. Each time you enter in your email address, an activation email is sent. If you do this more than once, a new email will be triggered and makes any prior activation email invalid.

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Open the app and enter your email address to sign in

Confirm you've received a notification email

Click the “sign in link”

When prompted to Open app or Cancel, click CANCEL

Manually go to the app - this should refresh and padlocks should be removed

Regards

LMOD Support Team

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title | Incorrect affiliate price - ( Incorpore, Blue Light and Defence services)

A recent issue we have been facing with affiliates - Example "I got billed for 9.95 but price should should be 7.45"

Hi,

...

Regards
LMOD Support team

For all other tickets that are not covered by the above use the following scenario:

Escalation -> T2 (LMOD support)
The ticket will be escalated by "Team Overflow" team to T2

Ticket Types

...

...

Account

Wrong email used

Account is not recognizing me

Multiple accounts set up

Account query - is my subscription still valid

Delete my account request

...

Cancellation

I would like you to cancel me as I dont have access

...

Refund Request

requesting a refund

Customer believes they were double charged

...

Sign In

Customer cannot sign into one of their devices

Log in issues

...

Subscription Registration

New customer cannot sign up to a subscription

Cannot place order - payment issues, errors during sign up

...

Video Playback

Buffering issues

Code 2 errors, blank screen

Video not playing

...

Content

Video requests

Is BodyPump release 123 available? are older requests

Music requests and suggestions

...

Promotions

Relating to any promos not BAU, i.e. 60 day trials

...

Equipment

Les Mills Equipment

My order has not arrived?

...

Instructor

Instructor questions - releases, discount

...

Staff/Vendor Accounts

Setting up LMOD access for Staff

...

Territories / Travel

New territories

I am travelling and need to update my CC but cannot access my account

...

Feature Request/Feedback

General Feedback about the product

Requests

Other

...

Other FreshDesk tasks

Merging a ticket – this is used when a subscriber has raised multiple tickets so we can merge and close them in one go – please review

...

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