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CX Operations

Utilize this category to understand our CX operational standards.
Front Operations
Email Tagging Guide
We aim to tag 90% of weekly emails with at least one tag available in Front. The goal should be to tag each email received in a way that allows for th...
Email Response Guide
With nearly every client interaction we should aim to achieve these three points in response. Empathize Ask Act When something is not going as planned...
Bugs/Issues
Reporting Urgent Customer Trends
This document has been created to establish a consistent process for sharing customer reported issues with the engineering team at Truemed. Based on t...
Warranties/Refunds
Warranty/Refund Process
This document has been created to define the steps that should be completed before requesting a warranty fulfillment. These steps ensure that we have ...
Payments Merchants
Assisting Payments/Hybrid Customers
Utilize these action steps for customers who reach out looking to complete a purchase with a Truemed payments merchant. Note: If the customer has al...