Announcements

Better Hearing Kit Launch

The Better Hearing Kit (BHK) bundle is now live. Customers who purchase the kit receive hearing aids plus the monthly tips subscription, ear cleaning kit, free shipping, and a free hearing consultation.

What changes for you:

• BHK customers use a separate Calendly link (not the standard consultation link). Using the right link matters for tracking.
• BHK customers receive their scheduling link automatically via Klaviyo email. If they call in for help scheduling, confirm they purchased the BHK first, then use the BHK link.

Consultation offer changes: Since consultations are now a paid perk bundled with the kit, we need to be more selective about who we offer them to as a courtesy. Going forward, prioritize offering consultations to:

• Customers with a return request (standard refund pushback flow)
• Customers who need escalated troubleshooting tips and are within their 30-day window

Avoid offering consultations as a de-escalation technique to customers who are well outside their return window. Once BHK customers start booking, we won't have enough slots to continue doing this.

Insertion Direction Clarification: 2.0/3.0 vs. Pro vs. Pro+

There has been some confusion about cord direction due to the 2.0/3.0 booklet showing it incorrectly. Here's the correct orientation:

• 2.0/3.0 model: Cord goes on the bottom
• Pro model: Cord goes on the top
• Pro+ model: No cord. Uses a removal handle instead. Button sits above the mic when worn correctly.

The how-to videos on the training site show the correct insertion for each model. If you've been demonstrating it differently, please review the videos and adjust going forward.

Mobile Joining Tips for Customers

The meeting link can be glitchy on mobile. The first tap often tries to make the customer download an app instead of opening the meeting directly. If a customer says they can't join or think they need an app:

• Tell them to go back to the text or email and tap the link again. It can take 2-3 tries before the "join" screen appears.
• Text reminders are opt-in. Customers only get them if they entered a phone number on the scheduling form. No number = email reminders only.

Also, a note on phone meetings: microphone and camera controls are on the bottom of the screen (not the top) when joining from a phone.

Calendly Group View: Cancel & Reschedule Meetings Yourself

You now have access to manage meetings in Calendly. In the "Meetings" section, select "Hearing Support Specialists" from the dropdown to see everyone's meetings.

• Search for a specific customer using the search bar.
• Cancel a duplicate booking by clicking on the meeting, then clicking cancel. A note field will pop up for a message to the customer.
• Reschedule by clicking the reschedule button and selecting a new time (or a different specialist).

Important: Unless a reschedule or cancellation is specifically requested by the customer, changes should be approved first.

Customer-Facing Pages You Can Share

Two pages are available to share with customers:

• Pre-meeting (joining help): oriclehearing.com/pages/consultation-prep
• Post-meeting (how-to instructions): oriclehearing.com/pages/hearing-aid-how-tos

Pre-meeting reminders and post-meeting thank you emails are being automated. For now, share these links with customers as needed.

Individual Specialist Calendly Links

Specialist-specific Calendly links are now available for referring customers to a specific specialist (e.g., Spanish-speaking customers to Carolina). These links only show the named specialist's availability.

Use the standard consultation link as the default. Only use individual links when a customer specifically requests a particular specialist or needs a Spanish-speaking specialist.

Marketing Emails: What "Mary" and "Credits" Mean

You've all been subscribed to the marketing email list so you can see what customers receive. A few things to know:

• "Mary" is the sender name for all marketing and CS emails. She is not AI. All CS agents reply as "Mary" so there's one consistent name for customers.
• "Credits" in marketing emails are just promo codes that auto-apply at checkout through the email link. They are not stored in a customer account.
• Credits from marketing emails cannot be combined with upgrade discounts.

Improvising Without Warranty or Return Date Info

It's okay to work with what you have. Most of your CS requests are for return dates and warranty info, and you don't always need them.

• No warranty info? Ask the customer if they remember purchasing one. If they don't know, mark the outcome as normal and let CS verify eligibility.
• No return date? Don't assume a return. Open with "What issue are you running into?" Let the customer bring up returns. If they do, ask when their package was delivered.
• Missing info isn't a deal-breaker. Focus on troubleshooting the device, not the order. Mark your outcome and CS handles the rest.

"Search AI Tickets" Button Added to Portal

A new button is available for missing portal entries. If a customer was referred by the AI agent and no entry is pre-logged, you can search using the customer's email address. It may show which products were ordered and other notes from the AI interaction.

Don't Share the Training Site URL with Customers

The training site is for internal use only. Never share the URL with customers. If a customer needs video assistance, share the public YouTube channel link instead.

Return Extensions + Upgrade Offers: Don't Combine

When a customer is outside their return window and the recommendation is to upgrade, avoid offering a return extension alongside the upgrade pricing.

• Return extension = okay if it gives the customer more time to practice your troubleshooting tips
• Discounted upgrade = the right option if the customer is ready to move to a new device
• Both together = not our standard approach

If a situation feels like it needs an exception, flag it for escalation rather than defaulting to both. When in doubt, just offer the upgrade link and leave the return window out of it.