Assist - Basic Matrix

Please say the following to clients:

Hello! You have reached Basic Matrix. My name is _____.

How can we help you today?*

(if they aren't clear, ask them the questions below; if it is still unclear, select "Other")

Email Issues
Make a payment / Invoice Questions
Website Issues / Updating Website
Asking about a new website
Other

Ok, I am going to ask a few questions about your account and then we will see if we can address your issues.

Thank you for contacting us! Basic Matrix makes all websites based on our client's needs. Let me get a few details so we can get you in the system.

May I have your name?*

And what company or organization are you with?*

Please tell me your email address

(Repeat the email back to them to make sure it is valid.)

Please give us a number we can call or text you back at:

Email Issues

What email issues are you experiencing?

Can't setup email on iPhone
Can't setup email on Android device
Need to setup email on computer
Can't log on to email at all
There is an error message in my email
I can't send emails
I am not receiving emails
Other

(Try to match the closest answer choice; if there is nothing, please select "Other")

Setting Up Email on Devices

We will send instructions to the email you provided earlier. Is this ok?

Yes
No, I will provide a new email address

Please tell me an email address that you can access so that I can send you more information about how to setup your email.*

(Repeat the email back to them to make sure it is valid.)

Can't log on to email at all

Please tell me an email address that you can access so that I can send you more information about how to access your email.*

(Repeat the email back to them to make sure it is valid.)

Can't Send Emails

Are you getting rejection emails after trying to send to someone?

Yes
No

Is the recipient getting any email at all?

Yes
No
I don't know

If the recipient is not getting any email, this may be a problem with their internet provider or email provider.

Has the person you sent the email to checked the SPAM or JUNK folder?

Yes
No

Can't Receive Emails

Is the person sending to you getting rejection emails?

Yes
No
I don't know

Rejection Email Details*

When they are done explaining, please say: "If you get an error message again, can you ask the person sending you emails to forward the email or take a screenshot and email it to us at support@basicmatrix.com?"

Are you getting ANY email at all on that account?

Yes
No

There is an error message in my email

Please explain your issues so that I can make a support ticket.*

When they are done explaining, please say: "If you get an error message again, can you forward the email or take a screenshot and email it to us at support@basicmatrix.com?"

Website Load

Does your website load?

Yes
No, it does not load

If the site does not load, please go to IPChicken.com and tell me the numbers that you see:

If this is unclear: The letter "I" (not L) and the letter "P" and the animal "chicken" dot com.
Please tell me the numbers that you see:

Yes, my site loads

Thank you for testing that for me.

Payment (Please read below to client)

Ask:*

Would you like to make a payment to your account?
Do you have a question about your Invoice?
How can I help you?

I am not authorized to take payment over the phone, but I will send you instructions for how to pay securely in a few moments.

We will send payment instructions to the email you provided earlier. Is this ok?

Yes
No, I will provide a new email address

Please tell me an email address that we can send payment instructions to.*

I will make a support ticket. What issues are you having with your invoice?*

Website Issues

What is the Issue?

Need assistance Updating site
Need someone to update the site for me
The site / part of the site is broken

Website is Broken

Below, please explain what is broken so that we can work to fix it.

Need help with website updates

We will send an email to you shortly with the link to our tutorials. If you would like us to make the updates, please reply to that email with a numbered list of updates to make.

Quote

Please tell us what kind of website you are looking for. Try to be as specific as possible.*

Other

Please explain your issues so that I can make a support ticket.*

End of Call:

Thank you for calling us today. Have a great day. Goodbye.

AnswerForce

Please say the following to clients:

Email Issues

Setting Up Email on Devices

Can't log on to email at all

Can't Send Emails

Can't Receive Emails

There is an error message in my email

Website Load

Yes, my site loads

Payment (Please read below to client)

Website Issues

Website is Broken

Need help with website updates

Quote

Other

End of Call: