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Communications Channels & Protocals

Tools for communicating and the standards for each

  • Slack
    • Slack is a messaging app that allows teams and individuals to communicate updates or requests in real time
    • Standards
      • All internal Slack requests are to be responded to within 30 minutes unless otherwise noted
      • All messages flagged or marked "Urgent" must be responded to within 10 minutes
      • When an MS team members is submitted a request to another department, the following template should be used
        • Customer: Customer name linked to backend customer page
        • User: User name linked to the user specific page
        • Issue: Concise summary of the issue and any blocks that need to be cleared
    • Slack Channels
      • #ms-staff
        • Internal MS channel used for day to day operations & communications
      • #memberservices
        • Channel used by all other teams to make requests to MS team
      • #product-updates
        • Channel for communicating with the tech and developer teams
      • #merchandising
        • Channel used to ask product questions or request product creation
      • #askfinance
        • Channel for all accounting or finance team questions
      • #proj-member-lessen
        • Channel used to discuss Lessen related issues
      • #wins
        • Channel used to celebrate milestones as well a department or company successes
      • Temporary Channels
        • Certain issues warrant creation of new and temporary slack channel to link the response team together
          • Ex. System Incidents
        • Agents may be added to these channels from time to time to assist in resolution or user communication
        • Agents will be invited to join as needed
  • Aircall
    • Aircall is the web-based phone system used to make and receive calls.
    • Teams should check for missed calls every 30 minutes and return missed calls immediately.
    • When receiving live calls that request or require a transfer, utilize the “Talk First” feature to verbally relay relevant customer information and ensure the teammate can accept the call. If the teammate is unavailable, MS will encourage the customer to reach out directly to that specific person via email. The agent will also send the teammate a direct message in Slack to relay any messages and request they call back at their earliest convenience.
    • Agents should update all caller information in Aircall and save the changes.
    • Aircall is linked to the HubSpot CRM and will record all inbound and outbound call activity by linking the interaction in the "Contact" section
    • Phone Etiquette
      • Answer all calls with a warm, confident, and friendly tone.
      • Speak clearly and at a moderate pace.
      • Avoid background noise and multitasking on the phone so you can focus on the purpose of the call.
      • Apply active listening
        • Allow the caller to fully explain their issue before responding.
        • Use acknowledgement phrases (ex - “I understand”, “Absolutely”, “Let me check that for you”).
        • Avoid interrupting unless clarification is needed.
      • Accuracy and Clarity
        • Confirm order numbers, property details, SKU numbers, or vendor information back to the caller.
        • Repeat important details to ensure accuracy.
        • Summarize next steps before ending the call.
      • Hold and Wait Times
        • Always ask before placing a caller on hold. (Ex - “May I place you on a brief hold while I check that for you?”)
        • If the caller is on hold for longer than 60 seconds, return with an update - even if you’re still checking
      • Professional Language
        • Avoid slang, filler words (”um”, “like”), or sounding rushed
        • Maintain a solution-focused, calm approach even if the caller is frustrated
        • Never blame the vendor or another team- stay neutral and focused
      • Documentation
        • Note any active Hubspot tickets with a summary of the call and communicate changes to ticket owner 
      • Closing the Call
        • Confirm all needs are met
        • Provide reassurance of next steps
        • Close politely:
          • “Is there anything else I can help you with today?”
          • Thank you for calling - Have a great day!”
    • Any issues with Aircall (call quality, dropped calls, voicemail issues) should be documented immediately via this form
  • HubSpot
    • HubSpot is the ticketing software/CRM used to automatically receive, sort, and assign tickets to be resolved by the MS team.
    • Any registered agent can be tagged via the Note section. The agent will @ the agent, requesting assistance. 
    • Unless noted, all requests should be responded to by end of business day