Subject: Fwd: LMOD Customer Support
From: Pritish Nandi <[email-masked]>
To: Adithya Srivastava <[email-masked]>, Akash Sharma <[email-masked]>, Arjun Hurry <[email-masked]>, Marika Fujita <[email-masked]>, Nusan Dubey <[email-masked]>, Olesia Dhas <[email-masked]>
Date: Sun, 22 Mar 2020 21:47:58 -0700 (MST)

fyi 

From: "Damien Fahy" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "George Lieberman" <[email-masked]> 
Cc: "Charlotte Jansen" <[email-masked]>, "lesmills" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Sunday, March 22, 2020 1:42:41 AM 
Subject: Re: LMOD Customer Support 

+ George 

Lets work on more training material for the teams when we can 

Damien Fahy ​ 	| 	Product Owner 
Les Mills International 	| 	[ mailto:[email-masked] | [email-masked] ] 
tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	| 	www.lesmills.com 
[ https://www.lesmills.com/getbodycombat ] 
[ http://www.lesmills.com/ ] 	[ https://www.facebook.com/lesmills ] 	[ https://twitter.com/lesmills ] 	[ https://www.linkedin.com/company/les-mills-international ] 	[ https://www.youtube.com/user/lesmillsgroupfitness ] 	[ https://www.instagram.com/lesmillstribe/ ] 

From: Damien Fahy <[email-masked]> 
Sent: Sunday, 22 March 2020 9:11 AM 
To: Pritish Nandi <[email-masked]> 
Cc: Charlotte Jansen <[email-masked]>; lesmills <[email-masked]>; deeksha <[email-masked]> 
Subject: Re: LMOD Customer Support 
Hi Pritish, 

Ive set up the Livesalesman queue in Freshdesk: 

With the following - please get the team to use this account: 

[email-masked] 
BodyPump2@ 

I just added you to the Slack channel, all the other members have been added. 

General Load issues - video/ our platform - What does this means and how do we know what the customer is referring here? 

Sometimes Vimeo has issues with downtime and so people cannot access videos - buffering issues etc, or the systems go down, we will try and keep you and the team in the loop if there are any outages etc - use this Scenario for these issues. 

This is what gets sent out: 

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. 

General login issues - Login steps - Does this mean that the customer would not be able to login only? or does this also includes activation of account as well. 

Yes - they may need help with our process of signing in/ getting the activation email etc.. and provides steps to troubleshoot 
Escalation -> T2 (LMOD support) - What all ticket needs to be escalated to T2. When we see tickets we do see a lot of tickets which needs T2 attention as we do not know how to handle them. 

Every ticket that the 5 other Scenarios don't cover - payment issues, email change requests etc 

Hope this helps 
Damien 

	

	
	
	Damien Fahy ​ 	
	| 	Product Owner 
	
	Les Mills International 	| 	[ mailto:[email-masked] | [email-masked] ] 
	
	tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	| 	www.lesmills.com 
	
	[ https://www.lesmills.com/getbodycombat ] 

	[ http://www.lesmills.com/ ] 	[ https://www.facebook.com/lesmills ] 	[ https://twitter.com/lesmills ] 	[ https://www.linkedin.com/company/les-mills-international ] 	[ https://www.youtube.com/user/lesmillsgroupfitness ] 	[ https://www.instagram.com/lesmillstribe/ ] 

From: Pritish Nandi <[email-masked]> 
Sent: Sunday, 22 March 2020 2:18 AM 
To: Damien Fahy <[email-masked]> 
Cc: Charlotte Jansen <[email-masked]>; lesmills <[email-masked]>; deeksha <[email-masked]> 
Subject: Re: LMOD Customer Support 
Hi Damien, 

Also, is it possible to add a Livesalesman queue like you did the last time so that all these emails should come to our queue and we can handle them as it takes time to open each ticket and understand what response we need to send them. This would be helpful to complete the tickets fast. 

Regards, 
Pritish 

From: "Pritish Nandi" <[email-masked]> 
To: "Damien Fahy" <[email-masked]> 
Cc: "Charlotte Jansen" <[email-masked]>, "lesmills" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Saturday, March 21, 2020 5:57:52 PM 
Subject: Re: LMOD Customer Support 

Hi Damien, 

We have started working on this however some of the scenarios are confusing. PFB some questions: 

General Load issues - video/ our platform - What does this means and how do we know what the customer is referring here? 

General login issues - Login steps - Does this mean that the customer would not be able to login only? or does this also includes activation of account as well. 

Escalation -> T2 (LMOD support) - What all ticket needs to be escalated to T2. When we see tickets we do see a lot of tickets which needs T2 attention as we do not know how to handle them. 

Also, could you please advise on the slack channel as I do not see the LMOD slack channel yet. 

I would say the scenarios are easy to handle with the execute command however, we are just struggling to identify which ticket needs to be handled at the moment. 

Thank you. 

Regards, 
Pritish 

From: "Damien Fahy" <[email-masked]> 
To: "Charlotte Jansen" <[email-masked]>, "lesmills" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Saturday, March 21, 2020 5:39:29 PM 
Subject: Re: LMOD Customer Support 

Hi Deeksha, 

Can I confirm that the team are actively working on this? We got a notification from our CEO to get all hands on the tickets tomorrow (Sunday NZ time) as we are at over 2000 open at the moment. 

Thanks 
Damien 

	

	
	
	Damien Fahy ​ 	
	| 	Product Owner 
	
	Les Mills International 	| 	[ mailto:[email-masked] | [email-masked] ] 
	
	tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	| 	www.lesmills.com 
	
	[ https://www.lesmills.com/getbodycombat ] 

	[ http://www.lesmills.com/ ] 	[ https://www.facebook.com/lesmills ] 	[ https://twitter.com/lesmills ] 	[ https://www.linkedin.com/company/les-mills-international ] 	[ https://www.youtube.com/user/lesmillsgroupfitness ] 	[ https://www.instagram.com/lesmillstribe/ ] 

From: Damien Fahy <[email-masked]> 
Sent: Friday, March 20, 2020 11:14:38 PM 
To: Charlotte Jansen <[email-masked]>; lesmills <[email-masked]>; Deeksha Dadu <[email-masked]> 
Cc: George Lieberman <[email-masked]> 
Subject: Re: LMOD Customer Support 
Try this: 

[ https://lesmills.egnyte.com/dl/g3RI5jONus | https://lesmills.egnyte.com/dl/g3RI5jONus ] 
Password: EBrWKVV9 

Get [ https://aka.ms/ghei36 | Outlook for Android ] 

	

	
	
	Damien Fahy ​ 	
	| 	Product Owner 
	
	Les Mills International 	| 	[ mailto:[email-masked] | [email-masked] ] 
	
	tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	| 	www.lesmills.com 
	
	[ https://www.lesmills.com/getbodycombat ] 

	[ http://www.lesmills.com/ ] 	[ https://www.facebook.com/lesmills ] 	[ https://twitter.com/lesmills ] 	[ https://www.linkedin.com/company/les-mills-international ] 	[ https://www.youtube.com/user/lesmillsgroupfitness ] 	[ https://www.instagram.com/lesmillstribe/ ] 

From: Deeksha Dadu <[email-masked]> 
Sent: Friday, March 20, 2020 10:50:35 PM 
To: Damien Fahy <[email-masked]>; Charlotte Jansen <[email-masked]>; lesmills <[email-masked]> 
Cc: George Lieberman <[email-masked]> 
Subject: Re: LMOD Customer Support 
Sure, thanks 

From: Damien Fahy < [ mailto:[email-masked] | [email-masked] ] > 
Date: Friday, 20 March 2020 at 3:11 PM 
To: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] >, lesmills < [ mailto:[email-masked] | [email-masked] ] >, Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: George Lieberman < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: LMOD Customer Support 

I'll invite them to our Slack thanks Deeksha 

	

	
	Damien Fahy ​ 	
	| 	Product Owner 
	
	Les Mills International 	| 	[ mailto:[email-masked] | [email-masked] ] 
	
	tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	| 	www.lesmills.com 
	
	[ https://www.lesmills.com/getbodycombat ] 

	[ http://www.lesmills.com/ ] 	[ https://www.facebook.com/lesmills ] 	[ https://twitter.com/lesmills ] 	[ https://www.linkedin.com/company/les-mills-international ] 	[ https://www.youtube.com/user/lesmillsgroupfitness ] 	[ https://www.instagram.com/lesmillstribe/ ] 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, March 20, 2020 10:14:23 PM 
To: Damien Fahy < [ mailto:[email-masked] | [email-masked] ] >; Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] >; lesmills < [ mailto:[email-masked] | [email-masked] ] > 
Cc: George Lieberman < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: LMOD Customer Support 
You are welcome. Yes they all have access to slack. Do you want to create a new slack or add a new group in the same slack channel we use for Virtual support? 

Regards, 
Deeksha 

From: Damien Fahy < [ mailto:[email-masked] | [email-masked] ] > 
Date: Friday, 20 March 2020 at 2:41 PM 
To: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] >, lesmills < [ mailto:[email-masked] | [email-masked] ] >, Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: George Lieberman < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: LMOD Customer Support 

Thanks do they have Slack access? 

Get [ https://aka.ms/ghei36 | Outlook for Android ] 

	

	
	
	Damien Fahy ​ 	
	| 	Product Owner 
	
	Les Mills International 	| 	[ mailto:[email-masked] | [email-masked] ] 
	
	tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	| 	www.lesmills.com 
	
	[ https://www.lesmills.com/getbodycombat ] 

	[ http://www.lesmills.com/ ] 	[ https://www.facebook.com/lesmills ] 	[ https://twitter.com/lesmills ] 	[ https://www.linkedin.com/company/les-mills-international ] 	[ https://www.youtube.com/user/lesmillsgroupfitness ] 	[ https://www.instagram.com/lesmillstribe/ ] 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, March 20, 2020 10:09:50 PM 
To: Damien Fahy < [ mailto:[email-masked] | [email-masked] ] >; Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] >; lesmills < [ mailto:[email-masked] | [email-masked] ] > 
Cc: George Lieberman < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: LMOD Customer Support 
Hi Damien, 

Sure, please fine below the names and email addresses. We will get our team up on the task asap 

Olesia: [ mailto:[email-masked] | [email-masked] ] 
Nusan: [ mailto:[email-masked] | [email-masked] ] 
Akash: [ mailto:[email-masked] | [email-masked] ] 
Adhitya: [ mailto:[email-masked] | [email-masked] ] 
Arjun: [ mailto:[email-masked] | [email-masked] ] 
Marika: [ mailto:[email-masked] | [email-masked] ] 

Regards, 
Deeksha 

From: Damien Fahy < [ mailto:[email-masked] | [email-masked] ] > 
Date: Friday, 20 March 2020 at 2:27 PM 
To: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] >, lesmills < [ mailto:[email-masked] | [email-masked] ] >, Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: George Lieberman < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: LMOD Customer Support 

Hi Deeksha, 

When I was speaking with Charlotte she mentioned this weekend so I think that's fine, if you can give me the agents emails so I can add them to the slack group that would be awesome. 

We are experiencing a massive volume in tickets at the moment. 

Thanks Damien 

Get [ https://aka.ms/ghei36 | Outlook for Android ] 

	

	
	
	Damien Fahy ​ 	
	| 	Product Owner 
	
	Les Mills International 	| 	[ mailto:[email-masked] | [email-masked] ] 
	
	tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	| 	www.lesmills.com 
	
	[ https://www.lesmills.com/getbodycombat ] 

	[ http://www.lesmills.com/ ] 	[ https://www.facebook.com/lesmills ] 	[ https://twitter.com/lesmills ] 	[ https://www.linkedin.com/company/les-mills-international ] 	[ https://www.youtube.com/user/lesmillsgroupfitness ] 	[ https://www.instagram.com/lesmillstribe/ ] 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, March 20, 2020 8:53:05 PM 
To: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] >; lesmills < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Damien Fahy < [ mailto:[email-masked] | [email-masked] ] >; George Lieberman < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: LMOD Customer Support 
Hi Charlotte, 

Thank you for your email. 

Pritish is on weekly off today. Is it ok if we get this implemented tomorrow? 

Thanks 

Regards, 
Deeksha 

From: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] > 
Date: Friday, 20 March 2020 at 1:08 PM 
To: lesmills < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Damien Fahy < [ mailto:[email-masked] | [email-masked] ] >, George Lieberman < [ mailto:[email-masked] | [email-masked] ] > 
Subject: LMOD Customer Support 

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 | https://lesmillsondemand.freshdesk.com/support/login ] 

[ mailto:[email-masked] | [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: [ https://www.loom.com/share/e7bcccf27e59439d8a31091ca00d7e35 | 
Executing a scenario ] 

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 

[ https://www.loom.com/share/dbc46234dceb422faf8c2a195022b184 | 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 

[ https://www.loom.com/share/f7795537e3df4fdf8ffd5e88a8006775 | Changing contact details ] – 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 

    * [ https://bluejeans.com/s/Lzq_O | Click here to view training link ] to give you an overview of our systems and current issues 
    * [ https://lesmillsondemand.freshdesk.com/support/home | Click here to view the customer-facing knowledge base ] that has detailed articles on our most frequently asked questions (feel free to link customers to these articles in your responses) 
    * [ https://lesmillsinternational.atlassian.net/l/c/h0ewqjso | Click here to view our wiki ] (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 

	

	

	

Damien Fahy ​ 	

| 	

Product Owner 

Les Mills International 	

| 	

[ mailto:[email-masked] | [email-masked] ] 

tel [ tel:+64%209%20366%209900 | +64 9 366 9900 ] 	

| 	

[ http://www.lesmills.com/ | www.lesmills.com ] 

[ https://www.lesmills.com/getbodycombat ] 

	

[ http://www.lesmills.com/ ] 	

[ https://www.facebook.com/lesmills ] 	

[ https://twitter.com/lesmills ] 	

[ https://www.linkedin.com/company/les-mills-international ] 	

[ https://www.youtube.com/user/lesmillsgroupfitness ] 	

[ https://www.instagram.com/lesmillstribe/ ]