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Customer Care: CC vs Pro Services Tasks

Introduction

This document provides a guide for determining whether a client request is a Customer Care task or a Pro Services project.

  • Note: SEO and Digital Advertising performance issues need to be addressed with the Digital Strategy Team; these issues are neither a Customer Care task, nor a Pro Services project

Customer Care Task

Customer Care's primary tasks are as follows:

  • Answer general questions on G5 products and services

  • Make changes to website content that can be completed entirely within the CMS

  • Diagnose, resolve and escalate (if necessary) issues with G5 products and services not working as designed

  • Perform certain audits (see table below)

Pro Services Project

The basic specifications for a PS Project are as follows:

  • Change to site structure or functionality

  • Creation of new functionality or graphics

  • A request that requires involvement from a Web Developer

  • A request that requires involvement from a Project Manager for scoping, estimating, planning, and approval

Determination Table

Task

CC

PS

Notes

Images

Add graphic elements to images

 

CC may do if a client previously paid for a project and a .psd template exists and can be retrieved (Core sites)

Add logo to template not already coded to display (Core sites)

 

Social media icons, corp logos

Add Pages

No Dev or PM needed, not a beacon page, no navigation modification

 

Content must be provided in a copy and paste format

Split from shared page - beacon or non-beacon page

 

Purpose is to optimize locations individually (often internal request); subject to SEO approval

Beacon page

 

Includes care levels/options for SL

Forms

Edit an existing form, no customization

 

See G5 Form Types; customization requires Dev work

Edit an existing form, edit applies to all locations

 

Edits to specific locations only requires Dev work

Add a new form

 

Requires Dev work

Customize an existing form

 

Customization requires Dev work

Edit an existing form for specific locations only

 

Edits to specific locations only requires Dev work

3rd Party Code

Add TurnSocial toolbar

 

Add a TurnSocial Toolbar

Add chat functionality or pixel code

 

Evaluate on a case by case basis; see Process: 3rd-Party Vendor Code

Pay and Reserve Online

Update pay online link to existing functionality

 

Often controlled by Store URL field (check WF)

Update reserve online link to existing functionality

 

Often controlled by Store Legacy field (check WF)

Add pay online functionality

 

Some sites have functionality built in but went live with it turned off; test by adding link to Store URL field (check WF)

Add reserve online functionality

 

Some sites have functionality built in but went live with it turned off; test by adding link to Legacy URL field (check WF)

Domain Management

Point A record, submit a domain forward

 

Process: Customer Care of Domain Management

Transfer domain from one registrar to another

 

Process: Customer Care of Domain Management

Core Info Changes

Change street address or phone number

 

Change Core Info: street address or phone number

Change branded name

 

Change Core Info: Branded Name

Change inheritable keyword text

 

Change Core Info: Inheritable Keyword Text

Change primary domain name

 

Change Core Info: Primary Domain Name

Change secondary domain name

 

Change Core Info: Secondary Domain Name

Change city, or zip code

 

Change Core Info: City or Zip Code

Audits

Call Insights audit

 

G5 Single domain clients only

MF IUI Widget audit

 

Switch previous version with new version of the widget

ADA Compliance audit

G5 doesn't do accessibility audits. Clients should use independent 3rd party. Results can be reviewed with G5 - changes may be considered.

 

https://docs.google.com/document/d/14MkraIuRPMWtE3zONcqWWfDHuijkzQQ5wpmixcSs5s8/edit?usp=sharing