five9-Officite

Main Telephone Number: (888) 606-8943

Support Contact Info (877) 393-3348

Support Fax: (630) 929-8554

Address:
3010 Highland Pkwy #200
Downers Grove, IL 60515

Support Contact Emails

Client Services: [email protected]

Domains: [email protected]

Search (PPC/SEO):[email protected]

E-Store: [email protected]

Reminder: Transfer Dental Clients to the Dental Team

I see you are a Dental Practice, I need to transfer you to the team that handles our Dental clients so they can help with your websupport needs. Before I transfer you to the dental team I wanted to share with you their updated contact information. You can contact them by phone at 877.237.1529 or send them an email at [email protected].
Please hold for a second while I transfer you

• HS1 Dental Support Number
  • 877.237.1529
  • [email protected]

REFER CUSTOMER TO OFC ACCOUNTING

Phone 866-724-9913 or (630) 230-2350

Email [email protected]

Officite: Price Increase Protocol

CS Rep: “Officite recently implemented a company-wide hosting increase. Our price increases are in line with industry standards and partly in response to the rise of costs across external partners and services, including the security and encryption of your website. This increase also is reflective of the many service, equipment, and technology enhancements we have implemented in the past year. 

Some of these additional improvements include: 

• Enrichments to the User Portal
• Ensuring your website contains an SSL Certificate
• Ongoing improvements to your Website Editor
• Hosting of the website on reliable servers to ensure online availability 24/7
• Regular enhancements to infrastructure to ensure continued reliability” 

If the client understands 
CS Rep: “We appreciate your business. Thank you for calling in today. Is there anything else I can assist you with?” 

• Log the call on the account with the following information
  • Subject = Price Increase 
  • Purpose of Contact = Price Increase - Reverted 
  • Comments = Summary of the call

If the client states that they still feel that they should not have to pay the fee or they refuse an increase 
CS Rep: “Dr. [insert name], you are a valued client and I want to ensure that you are happy with our services. I am going to speak with my manager to  review your account and determine available options. May I give you a call back once I have an update? (must call client back within 1 business day”
 
Thank you for calling in today.  Is that anything else I can assist you with today?

Request submission process:

• Create New Case (Case Record Type: Client Services & Accounting)
  • Add contact to the case
  • Subject = Hosting Rate Reduction Request
  • In the case description, document what the client’s response was to your conversation and why they feel they should not be increased. This is important as it will assist in determining appropriate action. (i.e. I refuse to pay this amount, this is too much of an increase, I’m going to cancel services, etc.)
  • Any additional pertinent notes from the phone conversation
• Post case link in chat asking for rate reduction approval
  Dee, Matthew, Mariel to review and approve
• Case Assigned Back to CS Rep to Call client back with update
• Call client back with update
• Log the call on the account with the following information
  • Subject = Price Increase 
  • Purpose of Contact = Price Increase - Reverted 
  • Comments = Summary of the call
• Officite: CS Rep Assign the case to Accounting Queue

Sales Rep Info is located under the Account Information on the clients salesforce account.

• Account Owner
• Rep Phone (Hover over Account Owner's name to see info)
• Rep Email (Hover over Account Owner's name to see info)

OFC Sales Main 888-606-8943 or 630-230-2320

• Admin Portal portaladmin.officite.com
• Client Portal secure.officite.com

Webmail

• Regular: mail.officite.com
• Secure: securemail.officite.com

Email Configuration Info

• General Email
• Secure Email (HushMail)

Open SRS Support: help.opensrs.com

• Officite Support Scheduling
• Onboarding Scheduling
• Links for Onboarders
• Officite Search Scheduling

Politely let the client know that you need to know the full purpose of the call in detail to request the transfer (including salesforce account, name of person you are speaking with any questions they have in advance).

If a transfer is merited, a TL will take it. 

If a TL is unavailable to field the call, please let the client know they can expect a call back as soon as they are available. Open a case. 

Call Info

Call Number: @Call.number@
Call Type: @Call.type_name@
Call Campaign: @Call.campaign_name@
Call ANI: @Call.ANI@
Call DNIS: @Call.DNIS@
Call Start Timestamp: @Call.start_timestamp@
Queue Time: @Call.queue_time@

Agent Info

Agent ID: @Agent.id@
Agent: @Agent.full_name@ / @Agent.user_name@
First Agent ID: @Agent.first_agent@
Station Type: @Agent.station_type@