Notes

Agent Talk Tracks: Introduction

#Greeting

Hello, this is <Agent Name> from Adobe Onboarding Team.
May I speak with <Customer Name>?

#Call Purpose:
Scheduled Time

Great.
You recently responded to an Adobe email survey and scheduled time with us for help with downloading <Product Name>.
We are calling you back to see if you still need help with the download process?

#Voice Mail:
Scheduled Time

Hello, this is <Agent Name> from Adobe Onboarding Team.
You scheduled time with us for help with downloading <Product Name>.
We are calling you back to see if you still need help with download process?

I will be attempting a second callback in 10-15 min. If you have any questions,
please call back at <Support #>.
Thank you.

##Agent Talk Tracks: Scenarios

#Accepted Help - Asked for call back

Sure thanks, could you please share the phone number & best time to call?
Example- Alright, we will call you between 6pm-6.30pm tomorrow.

#Accepted Help During Call

Great, let's get started. Could you please let me know the operating system installed on your machine?
Continue with troubleshooting

#Customer Asks for Verification Details

Sure, I can verify your account details. This is a <Product Name> Creative Cloud All Apps subscription was bought on <Purchase Date> 20th July 2019 for
<amount> $52.99.
I am happy to answer other questions related to your account.
**Note- Do not provide customer email or billing details.

Continue with troubleshooting
#Don't Need Help

No problem. If you would like, I can send Download instructions to your email on file for future reference?

Send file. Close the call as per response

#Not a good time (do not need a call back)

Thank you for you time. If you would like, I can send Download instructions to your email on file for future reference?
Send file.
Close the call as per response

##Agent Talk Tracks: Scenarios Continued

#Cancellation Request :

Sure, I can help you with that. May I know the reason of cancellation?
Note- Follow the Retention Playbook

#Other issue for e.g. Activation error or Sign in issue

No problem, let me help you with your Activation issue. Could you
please let me know the operating system installed on your machine?

Note-Refer to the file for t/s steps

#Technical Support Hand off

I want to ensure you’re receiving the best technical help with your issue.
Can I speak with one of my technical support colleagues and transfer this call?
He/She will then provide guidance.
Please hold while I make the connection.
Thank you for waiting.
I have a technical expert on the line with us to help you with your issue.
Transfer to TS (warm transfer – stay on phone to hand off)

#Incorrect contact info
Apologies for the call, have a nice day.
Good bye

#Already downloaded

That's great, is there anything we can help in using the applications?
Note-
If yes, transfer to product specific queue or close the call