Announcements

V1 Test Units: Oricle 3.0 V1 & Pro+ V1

A small number of V1 test units for the 3.0 and Pro+ reached customers. We didn't send samples to the team because we weren't expecting these to ship, but a handful of orders went out. Inventory on both is tiny, so you shouldn't run into many more.

Quick breakdown:

• 3.0 V1: Basically the normal Pro in different packaging. Troubleshoot it like a regular Pro.
• Pro+ V1: A hybrid of the 2.0 and Pro (2.0-style case, beige/off-white color, Pro tech, slightly different fit). It runs a bit big. If the customer's issue is comfort or fit, we can exchange it for the standard Pro+ or anything else.

Field guides: Controls, modes, charging, and troubleshooting reference for each V1 model:

• V1 Field Guides (Google Drive folder)

If a V1 device isn't working for the customer, we can replace it with the standard V2 version or process a return.

3.0 and Pro+ Currently Sold as "Onyx" Variants

The new 3.0 and Pro+ haven't fully launched as their own products yet. They are currently being marketed as onyx colorway variants of the 2.0 and Pro:

• The 3.0 is offered as an onyx version of the 2.0
• The Pro+ is offered as an onyx version of the Pro

You may start seeing a few of these in consultations, but volume will be low until the full product launch. Once the new devices launch as their own products, that's when sales will really pick up and you'll see them in more appointments.

Pro Boxes: "Remove Stickers" Card but No Stickers

Some Pro boxes include a printed card that says to remove stickers from the device, but there are no stickers on the hearing aids. This was a minor manufacturing mistake.

• The devices are all new. We have not put any refurbished or returned units in inventory.
• Since Pro units are already packaged at the facility, we can't pull the cards out. All future units will have the stickers, so the card will be accurate going forward.

If a customer is concerned, reassure them that the device is brand new and the card was a packaging error.

Consultations Are a One-Time Courtesy Per Order

As a reminder, consultations are a one-time courtesy offer per order. Please keep the following in mind:

• Don't promise customers additional meetings after the initial consultation.
• If a customer continues to reach out after your appointment, refer them to CS for further questions as soon as possible.
• Communications between specialists and customers should be restricted to the appointment time only.

This keeps you from getting inundated with CS-related conversations post-meeting.

YouTube Links You Can Share with Customers

Two how-to videos from Cindy are now on YouTube and can be shared directly with customers:

• How to put on double-domes: youtube.com/watch?v=6h0jXygfjDw
• How to use a wax guard: youtube.com/watch?v=PLeeT77ESw8

These are public links, so they're safe to send to customers via email or chat during a call.

Double Dome Ear Tips in Subscription Shipments

We recently started including double dome ear tips in monthly subscription shipments. These are the same tips that will come standard on the 3.0 and Pro+, but customers with the 2.0 or Pro may not have seen them before. Some customers have called in saying the tips don't fit, but they do. They just require a different application method.

How to direct customers:

1. Flip the new tip inside out
2. Hook the inner opening of the tip onto the lip/rim of the hearing aid
3. Stretch the tip down and around the hearing aid body
4. Flip it back to normal. It should now be seated securely.

Reassure customers that the tips are fully compatible with their device. A printed insert will start going out in subscription shipments explaining the new look and attachment method. Please note these interactions in your meeting notes so we can track them.

New Devices: Oricle 3.0 & Oricle Pro+ Shipped

The new Oricle 3.0 and Oricle Pro+ devices have been sent to each specialist's home address. These devices will be available to customers in the coming weeks.

• The 3.0 is an upgraded 2.0, and the Pro+ is an upgraded Pro. Both are intended to eventually replace the current 2.0 and Pro (those styles will not be restocked).
• We will continue to sell the 2.0 and Pro until inventory runs out.
• Full product specs and features are on the training site: Devices > Product Specs & Comparison.

Product Update: 2.0 Trial Batch & Dome Changes

A few product updates from the team:

• Case lock switch: The new case designs (both button and touchscreen options) will include a lock switch to prevent accidental button presses when carried in a pocket.
• 2.0 models that look like a Pro: There is a small batch of 2.0 models that look like the Pro. These were a trial run, and the customers who received them should not be aware that the other style exists (they ordered from ads showing that particular style). If you encounter one and are unsure, have the customer check the packaging.
• New double dome tips for 2.0 & Pro: We are switching dome styles. The new ones are double domes (like the BTE and RIC). Customers will receive S, M, and L sizes, with XS and XL available if needed. Single-size packs are also in the works.
• Old dome styles: Some older-style domes may still be floating around. If a customer has these, we can send them a new set at no cost.

Customer Feedback: Case Interface Preference

The product team is gathering informal feedback from customers on the case functionality for future hearing aid lines, specifically whether they'd prefer a touchscreen display or a button-only interface on future devices. This would replace the multifunction buttons that are currently on the hearing aids.

How to ask: If a meeting goes well, casually ask at the end. You can say something like: "Before I let you go, do you mind if I ask a quick question to help us with our future product line?" Then ask which they'd prefer and why.

• Only ask if the meeting went well. Skip it if the customer is frustrated.
• In your post-meeting notes, include a line like: "Feedback: touchscreen" or "Feedback: buttons" plus any extra comments.

No pressure to ask every customer. Just when it feels right.

Welcome Calls ("Getting Started" Meetings) Going Live

The new "Getting Started" meeting type is now appearing on your calendars. These are for customers who purchased the Better Hearing Kit, and they include a consultation to walk them through device setup, insertion, and usage.

• These meetings are marked with a green label on the Calendly event so you can spot them easily.
• Cindy will shadow your first few calls so you have backup while getting familiar with the flow.
• Review the full breakdown on the training site: Meetings > Welcome Calls.

Important: Welcome calls are not troubleshooting calls. "Return" shouldn't really be an outcome here. These customers opted in for the consultation at checkout and just received their device, so these should be mostly positive and educational. Avoid introducing the idea of returning. If a customer is struggling during setup, encourage them to give it time.

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: Cord goes on the bottom (same as 2.0/3.0). 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.