12395 World Trade Drive
Our lovely billing team comprises of Jodi Smith and Edward Gau. They handle:
**The billing number on the website goes to our support queue. CSRs then ascertain what the issue is and update a credit card through Salesforce (billing change) or contact billing in behalf of accounting. If needed, they can take phone calls.**
Helpful tips and reminders:
Campaign not going out and the campaign is not paused, changes are not being saved on the dashboard, or other dashboard technical issues then it is most likely a bug. Have no fear. We have a bug guy for our dashboard. His name is Alek Dombrock. Please contact Alek or #bugs with any technical dashboard related issues or questions via slack. If he says to send him a ticket/case, please do the following:
**Remember Slack first with screenshots and then assign a case to him in Salesforce.**
When the bug has been fixed by our back-end development team, Alek will assign the case back to you to communicate to the client that the bug is resolved. Alek might give you a workaround in the meantime. Here are some common workarounds:
Some people cancel because they feel like they are paying a lot of money but not getting a lot of return. Websites do require work on their end. But we do have 6 month marketing checkups. We can escalate situations if needed by contacting our #checkup-channel. You can also fill out the 6 Month Checkup Sheet and message the appropriate agent who is next on the list (Mitchel Esser or Keegan).
We have National Account Managers for Broker Dealers. These people work on maintaining and working on new relationships with Broker Dealers and other accounts. We always want to maintain a good relationship with them as they refer their clients to us. If there is an issue that might be escalated to a Broker Dealer, please inform either Greg Woodbury or Craig Bina.
Concerning the dashboard, it is best to check to see if they are self-managed or direct compliance. They have different nuances to take in account. The account holder may not know their compliance structure so it is best to inform them on how to get content approved.
Common issues that might pop up:
CSCs work with the client on Concierge and Exclusive setups. They work with these clients until their site is live. Mike Woods is currently over them. Please check the projects for clients that call in to see if their site is live or not. If their site is not live and they are working with a CSC, it is best to get the client over to that CSC that they have been working with.
We interact with our clients via phone and email to provide support for our products and account information. We are the liaison between our clients and the rest of our departments.
Escalation and questions process:
Our products team is always looking and working to improve items on the dashboard that would improve our jobs as well as the clients. To submit a request, it is best to slack #feedback. Clients can click on "Have an Idea?" in the FMG dashboard.
Our Dev team creates new website templates as well as do WCOs. To do a WCO, please post in #co-quote.
Fulfillment Team members are responsible for the setup and transfer of customer tools using a white glove treatment. The majority of our focus is accurate, timely, creative, and professional setups of the website product.
What do they do:
***Fulfillment is remote and they do not have phones. They only communicate with clients via email. CSRs might be given a case to reach out to a client for more information.***
For FCO quotes, please slack the #co-quote. For other fulfillment escalations please contact Monica.
Sales makes the money. They only deal with items that would result in more revenue to the company. The person to contact would be Richard DeTeresa. Please slack him with any sales opportunities (i.e. concierge or exclusive redesign). He will then assign the task out to a sales rep or assign it to that account's sales rep. Their number is 858-251-2420 Press 2.
If you are talking to a client and they want an upgrade (custom video, additional copy-writing, local search, design, etc.) let them know that you will have their sales agent contact them to process the order. Than fill out the form below.
Solutions is a subsection of customer service. They deal with pricing changes, downgrades, and cancellations. For any cancellations, please send the case to our solutions team by filling our the rotation and following this SOP.
If you run into any issues or have questions about how to use Spoke please feel free to reach out to Gavin or Sean directly and we'll be happy to help out!
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We always want to give our clients the best product possible and be unified in our support. Whenever we acquire new companies, we want to get them on our dashboard. Our upgrade team works with these clients to migrate them to our platform. Ben Pluim is the team lead. If you do have a legacy platform and it is live, please get them over to our upgrade team at 858-251-4355.