On call

MACRO: Add Note

Escalate to: T1AO Reason: No longer have access to old email address Old Email address: Name:
DOB:

New Email address:

                    **Handling Ticket**

Since this is out of my scope you no longer have access with your account email address. can I have your new email address so I can follow up with your inquiry.

                    **On-Hold**

I'll be holding your call for 1-2 minutes

                    **Solving Ticket**

                    **Transfer Only**

{In this case} I'll transfer your concern to our specialized team however they are only available via email. they will be sending a follow-up email directly in your active email address.

                    **Follow-up Ticket**

You can expect a follow up email from me right after this call.

In this case

                    **last**

Is there anything else you would like to ask?

If there's nothing else. I'll be ending this call now. Bye for now

Btw you might also receive a survey regarding our call today.

                    **Call back**

Hi my name is ______ calling you back from 23andMe. Begore I proceed with the call, I would like to let you know that this call is recorded for

Thank you for calling 23andMe. This is Cid, how can I help?

** no longer access

I'm sorry to hear that you have difficulty accessing your 23andMe account, can I have your first and last name? In any chance do you remember your email address that you used in your 23andme account ? can you also provide your birthdate?

Your concern will now be escalated to our specialized team. To expect your expectations, you'll be receiving a follow up email regarding your inquiry for about 1-2 weeks.

for us to proceed, can you confirm your name and birthdate?

I'll investigate further regarding with this, for now

can you try to check your email inbox, you should receive an email titled 23andme reset password

macro: ADD note

Reason for escalation: Email address: Caller Name: ID verification steps taken: cx Name cx birthdate cx old email cx new email

Thank you so much for logging in and thank you so much for providing your info.

So that I can proceed with hiding demo profile. I will follow up with your email address.

By the way you will also receive again a follow-up that confirming the request hiding your demo.

is there anything else I can help ?

Notes on call:

Thank you for calling 23andMe. My name is Cid, how can I help?

** not received kit

I understand that you are calling regarding with your order, can I have your order number? Additionally, to be able to give you information regarding your order, can you also provide me your order email address? how about your shipping address? (phone number)

I'll be processing your kit replacement now, Ill be putting this call on hold maybe 1-2 min. and get back to you. Thank you for patiently waiting, I already process your kit replacement, (macro: kit shipped)

I'm sorry (cx), however I can't provide your the 14 digit sample kit barcode for privacy purposes to protect customer's data.

can you provide your account email address, I'll be spell out your email address to confirm if I got it right. For me to proceed your inquiry about your sample status, can you log in to your 23andme account? *check event log I'm glad that I am able to assist you. Is there anything else I can help with? okay then, Thank you for calling 23andMe, have a great day, bye for now