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What to do with Voicemails / Billing calls

You may notice tickets with the subject line "New voicemail from (XXX) XXX-XXXX" coming into Zendesk occasionally. This article explains what these tickets are and how to deal with them.

Why do people have our phone number?

Because they see it on their credit card statement. It's best practice for companies to include a phone number so a customer can reach out when they have any questions about the charge.

The main benefit of having the phone number in the descriptor is that is prevents the customer from filing a dispute if they don't recognize the charge.

The descriptor for a POWr charge on a credit card statement looks like this:

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360041018014/powr_descriptor.PNG)

(415) 691-2830 is our support phone number. It is ONLY used to contact our support team. The number is connected to our Zendesk Talk account:

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360041842333/mceclip0.png)

What do I do with those tickets?

Best case scenario is, you have your Zendesk Talk set to "Online" and you can take the call when it comes it. This almost guarantees that the user will NOT have to dispute the charge. This saves us a lot of time and money.

If you miss a call coming in, a ticket with the transcript is automatically created. You can click a link in the ticket to listen to the voicemail they left. Please call the user back to resolve their issue and solve the ticket only once the user has confirmed that all is good. 

What do I tell the user on the phone?

90% of the time, the conversation will go exactly like this:

  • User: "I have this charge on my card statement and I have no idea what POWr is. Why are you charging me!"
  • POWr: "We make apps for websites. We make forms, social feeds, galleries, and other tools. We integrate with Weebly, Squarespace, and other big website builders. Do you have a website?"
  • User: "Oh, I did used to have a Weebly website! I no longer have it. Can you cancel this please?
  • POWr: "Sure thing, what's your account email?"

You then look up the account for the user, confirm the upgrade they currently are paying for, and confirm the cancellation with the user.