Tuesday, October 25th
What tool do you use to view a collector's activity and account data?
0%
0
0%
0
0%
0
Which tool do you use to communicate with a Collector?
0%
0
0%
0
What information can you view on Nexus where the collector data and history are sent to? (Select 6 that apply)
Email or Login Type
App version
Device information
Username/Fanname
Purchase History
App Currency
Collection/Trade History
Topps Account/ Creation Date
What information can you change on CMS (Nexus) for a user? (Select 3 that apply)
Email or Login Type
App version
Device information
Username/Fanname
Purchase History
App Currency
Collection/Trade History
Topps Account/ Creation Date
When starting an email what language do you start with first?
We as a company / I to introduce myself
I to introduce myself / We as a company
We as a company / We as a team
I to introduce myself / I as your agent
Which tool lets us view the users email history and ticket submission from previous dates?
0%
0
0%
0
What are five major key components for communicating with a collector? (Select 5 that apply)
We assign ticket to ourselves
We don't share Fan Names/ Emails
We leave notes for other agents
We make sure to check the user is a VIP (High Spender)
We make sure the user is comfortable
We ask for screenshots
You should always ask user for a screenshot when
Before escalating issue
When I'm not sure what the issue is/What the user is seeing
When should you escalate an issue? (Select 6 that apply)
When there is a trend of 10 or more tickets of the same issue
Threats of any kind (Legal,Suicide, ect)
When my tools are down (Nexus and or Helpshift)
When I am not sure what to do next
If the collector is suspended or banned from playing the app
As soon as a ticket comes in
Expired packs/promo code
User password/email change
Feedback regarding app
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