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New clients in the training program frequently contact support for assistance since they lack direct contact details for their trainers. Here's a comprehensive guide on how we can assist clients throughout their training journey.
- To begin, it is essential to verify the company name and access the caller's company profile in HubSpot. Within the properties section on the left-hand side, you can easily locate the Training Status and the Assigned Trainer details.
Note: Session 1 for regular group training was replaced with setup surveys that are sent out by the trainers via email. The latest training statuses indicate if surveys have been sent or received.
View Training Statuses Here
Information below is subject to change as we work to improve our new client sign-up process. Support will keep this article as up to date as possible as new changes occur.
If you are uncertain about which training link to provide to a client, please forward the ticket to the Training team. The assigned trainer will be able to send the appropriate link.
- If the client needs to schedule their next training session, it is important to check the Training Status on the company profile in HubSpot to determine which session they are currently on. Additionally, review any notes from the trainers in the Activity or Notes feed to see if the client missed a training session and needs to reschedule, or if they have requested to redo their last training. Refer to the list provided below to send the client the appropriate scheduling link based on their HubSpot training status.
- MediTrans Training Webinar
- Training Webinar 1: Trip Intake & Scheduling (for NON-MediTrans clients)
- Training Webinar 2: Dispatch & Mobile App (for NON-MediTrans clients)
- 30 Minute Check-in with Stephenie
- 30 Minute Check-in with Heather
- 60 Minute 1 on 1 with Stephenie (used for Go Live meeting)
- 60 Minute 1 on 1 with Heather (used for Go Live meeting)
MediTrans clients have their own training webinar and do not attend the normal Training Webinars.
- If the client has previously contacted their trainer with a question or concern and is seeking a prompt response, locate the email in the Activity or Emails feed on the HubSpot company profile. If the inquiry is not related to scheduling their next training session or covers material they have not yet been trained on, feel free to assist them with their queries. If you cannot locate the email the client is mentioning, politely ask them to restate their question or concern for clarification.
- If a client requests assistance on a specific task they have not been trained on yet, kindly inform them that they will cover that topic in an upcoming training session. Provide them with the link to the Desktop Academy and relevant Knowledge Base articles to help them prepare for the upcoming training session.
Exception:
In cases where clients require assistance with simple tasks like adding a user, run, vehicle, or funding source, feel free to guide them through the process. These tasks can typically be completed in just a few steps or minutes. Additionally, if they need help with API integrations, refer to the relevant Knowledge Base article for the specific broker they are integrating with. Be sure to document this assistance on the ticket so that the trainers are aware of the support provided during the setup process.
- If the client specifically asks for the trainer to contact them, make a note of it on the ticket and transfer the ticket to the Training team. Remember to update the ticket's Pipeline to Training and assign the ticket to the company's designated trainer.
If you are ever unsure of how to handle a client in training or a training related call, you can always reach out in the Support Chat for further assistance. Training and Support Gurus is a backup chat if no one is available in Support Chat to assist. The trainers have access to that chat and can assist you if no one else is available.
Revised Date: 10/25/24 ARB