Drift Customer Experience Tier I Onboarding Flashcards

Flashcards covering the tools, workflows, terminology, and policies for Drift Customer Experience Tier I Agents as outlined in the Onboarding Handbook.

What are the five steps of the Drift order process?

Step 1: Customer Subscribes; Step 2: Order Creation & Billing; Step 3: Order Syncs to CRM (after 12 hours); Step 4: Order Processing Begins; Step 5: Order Ships.

How long is the Maximum Flexibility Window for an order before it syncs to the CRM?

Approximately 12 hours.

What is the primary function of Kustomer in the Drift CX workflow?

It is the central hub for all customer conversations, reviewing order history, adding internal notes, and merging duplicate conversations.

Which platform is used for managing recurring billing, skipping orders, and adjusting subscription frequency?

Recharge

What action is required if an agent needs to modify an order after it has synced to the CRM?

Coordination with the warehouse or fulfillment center via the 'Customer Service Response - Drift' document.

In Shopify, what must an agent do to swap a scent for an order that has processed but not yet synced?

Cancel the original order using 'Refund Later' and create a new order with the correct scent, using the discount code format 'Swap scent - #Original Order Number'.

What does the acronym 'DG' stand for?

Digital Genius (the AI-powered chat bot).

What do 'WD', 'STN', and 'HSD' represent in Drift's product line?

WD stands for Wood Freshener, STN stands for Stone Freshener, and HSD stands for Home Scent Diffuser.

What is 'SOM'?

Scent of the Month.

How should an agent handle an address update for an order that has synced to CRM but not yet shipped?

Input the order number in the 'Customer Service Response - Drift' document to request a hold, wait for warehouse confirmation, and then update the address in CRM and Recharge.

What happens when a customer with a Stone or Metal subscription uses a free refill code from the referral program?

The code will only cover $10.95$ of the cost, and the customer is responsible for the remaining balance.

What are the three available subscription frequency options in Recharge?

Every 6 weeks, bimonthly (every 2 months), and trimonthly (every 3 months).

When creating a return label in Shopify, what must be deducted from the customer's refund?

The return shipping cost.

What are the two standard discount code percentages offered to customers for issues like shipping delays?

$15\%$ and $50\%$ .

Where should a Tier I Agent escalate time-sensitive issues or technical bugs?

The #drift-cx Slack channel.

True or False: An order can be canceled in CRM after it has received a tracking number.

False. Orders can only be canceled in CRM if they have not yet received a tracking number.

What is the term for an order placed for an item that the warehouse has run out of?

BACKORDER

Which tool is used to send activation codes to customers for account setup?

Shopify

What is the purpose of merging conversations in Kustomer?

To prevent multiple agents from responding to the same customer, avoid confusion, and eliminate duplicate work.

Why is it important to update the payment method in Recharge specifically as the 'default'?

If it is not set as default, the system may not automatically attempt to process the order again even if the card details are updated.