CHAT LANGUAGE

SHORTCUTS

=OPENING=

/hello,hi - Hi, thanks for contacting us. How can I help you today?

So I can better assist you, would you mind clarifying your question?

=ACCOUNT VERIFICATION=

/account verification - log in - To provide you with more information about your account, I'll need to first verify your identity as the account owner. Please log in to your account using the link below. Note that you'll want to open it in a separate window or tab to prevent our chat from being disconnected.

auth.23andme.com

Once you've logged in, let me know and I'll verify on my end.

ACKNOWLEDGE =I understand that you would like to regain access to your 23andMe account. No worries, I'll be more than happy to assist you.

LOCKED ACCOUNT =I'm sorry to hear that you are locked out of your account. No worries, I will be more than happy to assist you with that.

RESPONSES =First, can you please confirm your full name together with your date of birth?

VERIFICATION: =To better assist, please provide the email address associated with the account as well as the Full Name and Date of Birth on file.

ACCOUNT VERIFICATION: =For privacy and security reasons, I'll be needing your help to verify the account in question. Can you please provide me your full name, birthdate, and the email address associated with the account?

HOLD: =I'd be happy to look into that for you. Please give me a few minutes.

IF CX ASKING WHAT ST MEANS =Our specialized team will reach out to you on your active email address to help you update the email address on your 23andMe.

ACKNOWLEDGEMENT NO LONGER HAVE ACCESS:

=I understand that you are having difficulty accessing your account. To make things clear, you can no longer access the email address that is associated to your account, am I correct?

IF CX LEFT AND NOT PROVIDING ACTIVE EMAIL ADDRESS IF NO LONGER HAVE AN ACCESS TO THE OLD EMAIL ADRESS

=Solving this ticket with no response. Customer mentioned that the account email is no longer active. Customer left while I am trying to confirm the best and active email address where a follow up email can be sent since he won't receive any follow up email with the requester. Thank you.

OPENING Thank you for your reply. Thank you for confirming. I understand your inquiry. Thank you for your feedback. Thank you for you contacting 23andMe Team. Great! Please do await on my follow-up email within the day. This is a follow up from 23andMe regarding your recent chat with us. Thank you for providing me with this information. Allow me a minute to check on it. This is a follow up email from the 23andMe Team. To better assist you, may I have your full name, date of birth and email address, please? For privacy and security reasons, I'll be needing your help to verify the account/order/sample in question. Can you please provide me your full name, birthdate and email address? To make sure I look on the correct account, may I know if you are currently logged in?
In this case, please allow us to further investigate what happen to your account since you are unable to received a confirmation email. I'm sorry to hear that you are not receiving any confirmation email for you to be able to log in to your 23andMe account. I'm sorry to hear that you are unable to received any confirmation email. Would you mind try again to log in to your 23andMe account, please. Please close the tab or application and kindly refresh your email messages., then re-open it again. May I know did you try to check the spam and junk? If you still not receiving a verification, please click the "request a new code". Please let me know if you are able to received the code upon clicking that. I'm sorry to hear that you are unable to access your 23andMe account. I will await your reply confirming whether you are able to sign in to your account after following the steps above. I look forward to your reply confirming your sample kit has been registered. Can you please provide me with additional information about your inquiry? Thank you for patiently waiting. Upon checking that your concern is already handled of one of our specialized team and currently it is under investigation.

EMPATHY I apologize for any inconvenience. I totally understand your frustration. Please accept my sympathies for your loss. Thank you for bringing this to our attention. Thank you for letting us know your concern. I can't imagine how you are feeling right now. I totally understand where you're coming from. I totally understand how important this one is to you. I understand your 23andMe+ Premium Membership renewed and you are requesting a refund. I understand that you would like an update regarding your result. I understand that you are waiting to receive your results and I appreciate your continued patience. I understand that you would like an update regarding your order. I sincerely apologize for any inconvenience this may have caused. I'm very sorry to hear about the health difficulties you are currently facing. I am sorry to hear that you have not received any updates regarding your sample. I am sorry to hear that you have not received a password reset email. I understand that you would like an update regarding your sample. I am sorry to hear that you are having difficulty registering your kit barcode. I am sorry to hear that you are having difficulty logging in to your account. I am sorry to hear that you are having trouble logging in to your 23andMe account. I am sorry to hear that your kit is already expired. I appreciate your time bringing this to our attention and will be glad to assist you from here. ASSURANCE Nothing to worry. You don't need to worry. I can help you with that. No worries, I'll be more than happy to assist you. Nothing to worry about. I can definitely help you with that. No worries, I am more than happy to check that one for you. I appreciate your patience and hope to have your results available soon. You will receive an email notification once your results are available.

FEEDBACK I appreciate your feedback, and have forwarded it to the appropriate teams. We will keep these comments in mind as we work to improve the 23andMe customer experience.

WAITING I will await your reply. I will await your reply via email. Thank you for your patience in time.
Thank you for patiently waiting in line. I'm still looking into your inquiry. I need a few more moments.

CLOSING Anything else for me? Anything else before I let you go? It's my pleasure assisting you today! It was a pleasure speaking with you today. Do you have any additional questions for me? Thank you for choosing 23andMe. Have a great day! Thank you for being the best part of 23andMe. Have a great day! You're welcome. Thank you for being the best part of 23andMe. Have a great day! I hope you found this information helpful. I will await your reply confirming whether the above information addresses your inquiry.

If aware si customer na escalated:

"Since you have already provided the information to our ST (Since your concern is already raised to our ST), what I can do is notify them that you called in and let them know that you have already responded via email. Please be advised that they will get back to you via email as well"

If sinabi ni customer na ang tagal na at wala pa ding resolution/ Gusto malaman kelan mareresolve issue:

"As of the moment, I can't provide a specific timeframe as to when you will receive a response (or when the issue will be rectified). Rest assured that your concern is already being taken care by one of our ST, given that someone already communicated with you via email what I'll just do is notify them that you called in and wanted an update."

If di aware na escalated na kay ST:

"The issue you have about __________ needed to be taken care of by our ST. What I'll do is notify them about your concern and they will follow up with you via email."