Subject: Re: LMOD Customer Support
From: Deeksha Dadu <[email-masked]>
To: Olesia Dhas LSM <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Adithya Shrivastav LSM <[email-masked]>, Arjun LSM AJ <[email-masked]>, Marika Fujita JP PH <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Fri, 20 Mar 2020 10:20:20 +0000

Hi people,

Try this log in  for the link below

Try this:

https://lesmills.egnyte.com/dl/g3RI5jONus
Password: EBrWKVV9

  *   Click here to view our wiki<https://lesmillsinternational.atlassian.net/l/c/h0ewqjso> (on Confluence) – this is a larger but less curated and less up-to-date repository of information, probably less directly useful than the above resources but there if you need it

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Date: Friday, 20 March 2020 at 1:29 PM
To: Olesia Dhas LSM <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Adithya Shrivastav LSM <[email-masked]<mailto:[email-masked]>>, Arjun LSM AJ <[email-masked]<mailto:[email-masked]>>, Marika Fujita JP PH <[email-masked]<mailto:[email-masked]>>
Cc: "Pritish Nandi (LSM)" <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: FW: LMOD Customer Support

Hi all,

I want everyone to go through this throughly today itself. Pritish will give you guys an official training tomorrow and get it started but please make sure that all of you go through this throughly today so that Pritish can expedite the training tomorrow. We need to implement this immediately.

Regards,
Deeksha

Hi Pritish and team,

LMOD support are being flooded with tickets at the moment due to people signing up due to Covid 19.

They’ve asked for our help with managing the tickets as a lot of them are either cancellation or sign-up related and they have Scenarios added in Freshdesk which make it easy. (you click ‘s’ then execute the scenario and it automatically sends a response and closes the ticket).

In your idle time, can you take a look and respond to the unanswered LMOD tickets using the Scenarios below please?

Something to note: existing LMOD users are not eligible for the promos (this is covered in Scenario 2 below).  General gym members  (not already using LMOD) who are not able to access their gym due to it being closed have been provided with a 60 day free trial (this is covered in Scenario 3)

Here are the login details:
https://lesmillsondemand.freshdesk.com/support/login

[email-masked]<mailto:[email-masked]>
BodyPump1!

Here is the email from the LMOD support team with more information:
In terms of the best approach to work and to attack those tickets we have put in some automation in place:

Scenario Automations

These let you carry out a bunch of updates to the ticket with a single click, have a look here on how to use these in FreshDesk: Executing a scenario<https://www.loom.com/share/e7bcccf27e59439d8a31091ca00d7e35>

We have set up 5 of these for you to use for some of the top issues we are experiencing at this time (see attached for the email contents of these):

  1.  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, escalate to T2)

  1.  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

  1.  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

  1.  General Load issues - video/ our platform
Our platform /our video provider is experiencing a high load and people are having issues viewing videos

  1.  General login issues - Login steps
Login steps – If you are attempting to sign in on a web browser, mobile...

For all other tickets you are not sure about please use this tag as its important to give users the right message, these are tickets not covered by the above, use the following Scenario:

  1.  Escalation -> T2 (LMOD support)
Ticket escalated by "Team Overflow" team to T2

Other FreshDesk tasks

Merging a ticket<https://www.loom.com/share/dbc46234dceb422faf8c2a195022b184> – this is used when a subscriber has raised multiple tickets so we can merge and close them in one go – please review

Changing contact details<https://www.loom.com/share/f7795537e3df4fdf8ffd5e88a8006775> – for tickets that come from LM, you’ll see a form but the contact is from LM and needs to be changed to the customers contact email before actioned.

Other Documentation/materials

  *   Click here to view training link<https://bluejeans.com/s/Lzq_O> to give you an overview of our systems and current issues
  *   Click here to view the customer-facing knowledge base<https://lesmillsondemand.freshdesk.com/support/home> that has detailed articles on our most frequently asked questions (feel free to link customers to these articles in your responses)
  *   Click here to view our wiki<https://lesmillsinternational.atlassian.net/l/c/h0ewqjso> (on Confluence) – this is a larger but less curated and less up-to-date repository of information, probably less directly useful than the above resources but there if you need it

Let me know if you have any questions.

Thanks!

Charlotte