Support: Trial Extension Flow

TLDR: Below will go over the workflow between Support and Sales for Trial Extension Requests.

Why: In its current state, “new” merchants who set-up Pipe17 on a trial reach out to support to have their trial extended. This usually is due to not being familiar with the platform, new to selling online, needing to elevate their business, they are growing and needing help with routing their orders. Due to the sales team main priorities with cashing cheques, some of these requests get missed, as support was not able to extend trials for merchants. Allowing support or anyone who works in Zendesk to offer trial extensions, will help the sales team by skipping a few steps so by the time they get to these requests they will have all the information required to take over and hopefully convert the merchant on a plan in Pipe17.

What: What’s changing is that, when a merchant who is on a trial plan reaches out for an extension, support or any Zendesk Owner handling the ticket will use the “Trial Extension Macro”. In the Macro, it will highlight specific sales aspects to see if the merchant would be a good fit. If so, then we can increase their trial by a max of 7 days. The ticket owner handling the initial request will need to set expectations, and can use the TE below. Once the trial has been extended, the ticket owner will select the “trial extension” checkbox on the left hand side at the bottom in Zendesk. This will add a tag to the ticket, and trigger a webhook to #sales letting them know of a new potential sale for them to follow-up on and that the merchant had their plan extended further. Sales will then determine if they are a good fit and if another extension is doable that they will handle based on the outcome of the interaction.

🚨To stay consistent, support will only offer one extension of 7 days and will set that expectation with merchants.

WorkFlow:

1. Ticket comes into Zendesk

   1. Merchant should be selecting “Trial Extension” when submitting a request through the “Request Type”

      Open

      

       

   2. It can also be mentioned in their request overall through the subject line or description

   3. Ticket owner handles the request if they are needing help with a technical issue, but also still uses the “Trial Extension” macro in Zendesk in one reply. For tracking, the macro will apply a specific tag: “trial_extension_macro”. (this does not trigger the webhook)
      
      

      Open

      

       

   4. Once the macro is applied, the ticket owner sets the ticket to “Pending” status

      1. If there is any technical aspect nested in their initial “trial extension request” proper steps to determine the root cause would still apply

   5. When the merchant reaches back out providing the required information asked in the macro, the ticket owner can then apply the 7 day extension

      1. TE: "Hi {{ticket.requester.first_name}},
Thanks so much for getting back to me with the required information! I was able to extend your trial for 7 days just this once - but I am going to pass this along to my sales/accounts team to follow up and discuss your account and plans further!
I won't have an ETA on that, but they will reach out as soon as they can.
Until then, have a great day!
Cheers,
{{current_user.first_name}}

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   6. After the ticket owner/assignee issues the extension and has all the information needed for sales from the merchant, they would select the “Trial Extension” checkbox on the left hand side, close to the bottom in Zendesk

       

   7. The trigger below is setup, so when the above checkbox is selected, it will apply a tag: “trial_extension_checkbox”, which will trigger the webhook from Zendesk > Slack: #sales - where someone on the sales team would take it from there
      
      

      1. Sales would need to own this part, but the ticket owner should still work with the merchant regardless, if technical issue is present
         
         

💡 Future Feature Request:

1. Could look into maybe adding “Extend Trial?” as an option in the UI

2. Merchant would select “Extend Trial”

3. Once they do, there is a message setting expectations around “This can only be done once for 7 days”

4. Once they enable their extension, that same button disappears or changes to “contact sales”

5. If they select “contact sales”, they are faced with a pop-up where they would pre-fill in sales questions

6. That will generate a ticket or something in Hubspot aimed for sales and not for support to take over

   1. This could generate a zendesk ticket still(so we can isolate any possible technical issues they might have, where we would follow similar above steps)