Copy - Customer Service Team Training May 2023

May 2023

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Customer Service & Engagement Team Training

INDEX

LG Platforms

Competitor info

Frontline CLinical Training

Customization

Compliance

capital purchases

FUNDING

Shipping

Understanding LG's Customer service

Tier 1 Training

Forms

AccesSories

Device

Customer Service Team Training

Following the Benefits Check by the FBS, the Customization Team is tasked in HS to reach out to the SLP to offer pre-trial customization. The SLP is sent an email by the Customization Specialist similar to this requesting patient-specific information for the trial device. Customization requests are processed within 2 business days. If the Customization Team does not hear back from the SLP within 2 days they will go ahead and ship out a device with the basic information that we know about the patient. The SLP always has the option to send the information later and the Customization Team will create the customization and send it out to the device. If an SLP already has a loaner device on hand, the Customization Team will still reach out to offer this service and will push out the customization to the SLP's device. MIDTRIAL CUSTOMIZATIONS: At times, customizations need to be modified during the course of the trial. These modifications can be completed by the CC or they can be tasked by the CC to the Customization Team. The modifications will be made and pushed out to the loaner device. Then, the CC or Customization Team will send the SLP/ CP instructions for how to obtain the data on the loaner device. Use this link to see the current staff members on the Customization Team: LG Organizational Chart

The Operations Team manages all equipment and shipping duties for the company. This includes keeping track of who has loaner devices, shipping loaner devices, getting loaner devices back, keeping devices updated, and working as they should. This also includes managing accessories, preparing sales devices for shipment, and handling any device repairs. The Ops Team manages all of this through Tickets in HS. "LAUNCH USER TASKS" can be found down the right-hand column of the Contact Record or Deal Record in HS. Many teams utilize User Tasks in HS, but not every task is available to every team. Rather, teams are given access to the tasks that they need to fulfill their duties. CSSs will utilize the following USER TASKS: Contact Record: Request Equipment, UPS Return Labels For further information on shipping requests for a CSS, reference the Tettra article here: https://app.tettra.co/teams/lingraphica/pages/shipping-requests To request a UPS Pick-up for a device or devices, you can use the UPS workflow in the #shipping channel on slack. Please see how to video: UPS Pickup Request Workflow

Organization

A brief history of Lingraphica

Virtual Connections

Organization Chart

SLP Trials

Learn More

Consumer Trials

Clean Machine

Customer Service Team Training

Work Groups

Post Sales Enagement

Leadership Team

Leadership team: This is the schedule for the Leadership Team office hours. Join an office hour (even if only for a few minutes) and chat with our Leadership Team:

Andrew Gomory (CEO):

Mondays, 1:00-2:00 pm ET
https://zoom.us/j/7282858931

Jen Rivers (Ops):

Wednesdays, 1:00-2:00 pm ET
https://zoom.us/j/8623775015

Kevin Self (Sales and Marketing):

Every other Thursday, 3:00-4:00 pm ET
https://zoom.us/my/kevinself

Aimee Linke (HR):

Wednesdays, 2:00-3:00 pm ET
https://zoom.us/j/8463959873

Mike Bord (Product Management):

Last Friday each month, 2:30 to 3:30 pm ET
https://zoom.us/my/mikebord

Punit Raizada (Product Development):

March 31 - 10:30 to 11:30 am EST
April 14 - 4:15 to 5:30 pm EST
https://zoom.us/my/punitraizada

Company platforms

Basecamp

Slack

Hubspot

Learn at Lingraphica is the LMS used organization wide. It is powered by 360Learning and utilized for internal training, education, and professional development.

RingCEntral

Learn at Lingraphica

TETTRA

Sharepoint

Basecamp is a project management platform.
Employees are added to projects as needed.
Internal Use Only

Hubspot: @Helpdesk Computer/ZOOM: @Helpdesk

Commands

CSS Frequently Used commands in slack:

/device SERIAL (for info such as software, hardware, if device unlocked)
/BACKUPS (to find and assign device customizations)
/TPT (for Lingraphica account assistance)

Need assistance with commands in slack?

Use /COMMAND help for information on how to use that particular command. Example below with /backups

Slack is the messaging platform used for daily internal communication at LG.
Internal Use Only

Sharepoint is the mainstorage location for all LG documents. It is categorized and accessible by all employees.

How to Update VM Greeting RC Tutorial

Tettra is a platform that offers quick how-to guides for various processes.
Internal Use Only

https://app.tettra.co/teams/lingraphica/categories/204551

Customer Service Training

Hubspot is LG's Customer Relationship Management (CRM) platform that organizes all information related to trials, sales, & marketing.

Ring Central is a communication platform that includes phone calls, fax, text, and web meetings.

Tettra Article on LG Platforms

Learn at Lingraphica Home https://lingraphica.360learning.com/group/637c049970930f13f40177b1/content/all Important Learning Paths - A Learner's Guide to Learn at Lingraphica - Lingraphica Product Training 101

Hubspot

Playbooks

Documents

Snippets

Meetings

tasks

Hubspot Issues? Slack #Helpdesk

DASHBOARDS

Nov 2022

Customer Service Training

TEMPLATES

CSS 101 - The General Inquiry Pipeline

Of the many different pipelines in Hubspot, the General Inquiry (GI) pipeline is where the CSS will live. You can learn more about the GI pipeline including the different stages and a CSS's roles and responsibilities as well as different customer interactions we see at the link below: https://app.tettra.co/teams/lingraphica/subcategories/64622

Tickets

Contacts

Deals

PLAYBOOKS Playbooks in Hubspot are "How-To Guides" for completing various tasks. They are located in the right-hand column of any record (ticket, contact, or deal). For a CSS, this will most often be used when doing a Facesheet Submission. More often than not, a CSS will use the log call feature rather than logging a playbook.

To navigate to our team's document folder in Hubspot, select Sales from the top bar and then Documents. On the Documents page, we are '2 CES'. A direct link to our documents folder is here: https://app.hubspot.com/documents/1905086/?folder=1411608&page=1

SNIPPETS Snippets are saved shortcuts in HS that we can create and add to communications within HS. This makes it possible to quickly add some of the information that we frequently need to communicate to customers. You can take a look at Snippets in HS by clicking on the CONVERSATIONS Tab in the Toolbar and clicking on SNIPPETS. All snippets are designated by #name. For example, typing #data in an email will populate instructions for backing up a device to the cloud. Go to Hubspot and explore our Snippets Folder It is also helpful to search for snippets by owner within Hubspot if the snippet you need is in another folder or if you aren't sure where it is located but you know who created it.

Scheduling Meetings in HubSpot Hubspot, Outlook, and Zoom can all be interconnected. Many LG employees have a meeting link in HS so that anyone, including families and SLPs, can set up phone or Zoom consultations. A scheduling page can be created or edited in HS by clicking on SALES in the toolbar and then clicking on MEETINGS. https://app.hubspot.com/meetings/1905086 Once on the 'Meetings' page, you can search for any meeting owner to find their scheduling links. This is very helpful if a customer calls in needing to cancel and reschedule an upcoming consultation with their Clinical Consultant (CC), Consumer Technology Consultant (CTC), or Training and Technology Specialist (TTS) That being said, best practice is to alert the person who the meeting was with to see if they are available to speak with the customer now to reschedule. If they are not, task them to follow up.

Tasks Tasks are a great way to keep up with your work and with any necessary follow ups. Tasks can be synced with your outlook calendar for greater visibility. For more information on how to do that use the link below: https://knowledge.hubspot.com/tasks/sync-tasks-to-your-google-or-outlook-calendar

DASHBOARDS Hubspot uses Dashboards to track metrics. CSS has their own individual Dashboard to track things such as ticket activity, productivity, and even data that you'd like to research about the different customers reaching out to our team and what they need help with. Managers and Directors also use HS Dashboards to track metrics for teams, trials, and marketing. You can explore all Dashboards and create your own in Hubspot by clicking on the REPORTS tab in the HS Toolbar and choosing Dashboards. CSS Dashboard - Frontline Productivity and Ticket Management

TEMPLATES Templates are saved shortcuts in HS that we can create and add to communications within HS. This makes it possible to quickly add some of the information that we frequently need to communicate during trials. You can take a look at Templates in HS by clicking on the CONVERSATIONS Tab in the Toolbar and clicking on TEMPLATES. You can clone templates from other CC's to your folder and tweak them to include your verbiage. To access templates in an email on HS, you will select CREATE EMAIL in the deal you wish to work in, select TEMPLATES, select the preferred owner's folder (right hand side), and then select the template you wish to use. Go to Hubspot and our Templates folder. It is also helpful to search for templates by owner within Hubspot if the template you need is in another folder or if you aren't sure where it is located but you know who created it

Device and Accessories

Tier 1 Device sUPPORT

Stolen DEvice

Device Training

Self Service

If booking for a patient/SLP, must use an incognito browser https://www.aphasia.com/training-and-support/

Schedule Product Support

Accessories

sale Device

Trial Device

Device Info

cOMPANY/iNDUSTRY aCRONYMS

Nov 2022

sales Team Training

pRODUCT tRAINING 101

Lingraphica Tier 1 Support Tettra Basic Device Troubleshooting, Device Orientation, Replacement Chargers/Stylus Deceased Users - What to do with device?

Serial Numbers for Trial Devices MiniTalk: ####DTM TouchTalk: ####DTB TouchTalk+ : ####DTP

WiFi model- available for trial & sale
5G LTE model- only available for Sale. Compatible with Verizon service.

AllTalk: ####DUB

Serial Numbers for Sale DevicesMiniTalk:MT#### TouchTalk :T####TouchTalk+:

LTE version L####
Wifi version P####

AllTalk : ####

Company Acronyms

AAC – Alternative Augmentative CommunicationABN – Advanced Beneficiary NoticeAD – Alzheimer’s DiseaseAOB – Assignments of Benefits / Medical ReleaseASHA – American Speech-Hearing AssociationAT-AllTalkBCBS – blue cross blue shieldCA-Client AdvocateCC- Clinical ConsultantCEUs- Continuing Education UnitsCIP= Contract InService ProviderCP= Communication PartnerCDS= Clinical Documentation Specialistc/o – Complaint ofCOB – coordination of benefitsCVA – cardio vascular accident/strokeDS – Documentation SpecialistD/C – dischargeDME – Durable Medical EquipmentDx – DiagnosisEOB – Explanation of Benefits FC - Funding Coordinator HCPCS – Healthcare Common Procedure Coding System HIPAA- Health Insurance Portability and Accountability Act of 1996 HHA – Home Health Agency LG – Lingraphica – either referring to the company or the device

LPAA - Life Participation Approach to Aphasia LTL- long-term loaner MCaid – Medicaid MCR- Medicare MR – Medical Records MT-MiniTalk (DTM) OON – Out of Network OOP – Out of Pocket OT – Occupational Therapy/Therapist PD – Parkinson’s Disease PDAC – Pricing Data Analysis and Coding PIF – Personal Interest Form PP- Private Pay PPA – Primary Progressive Aphasia Pt - Patient PT – Physical Therapy/Therapist PTC- Pre-Trial Customization PSE - Post Sales Enagegment PWA – Person with aphasia Rx/Script – doctor’s prescription for the SGD for a patient SGD- speech-generating device SLP – speech language pathologist TC= Trial CoordinatorTBI – Traumatic Brain InjuryTPT- TalkPath Therapy TT-TouchTalk (DTB) UHC- United HealthCare

Bold are internal

March 2022

sales Team Training

Ops ProceDures: Shipping and ReceivING dEVICES

Shipping Loaners

Checking devices in

Refresh Station

Shipping Sale Devices

Nov 2022

sales Team Training

https://youtu.be/7Bwjy5UXrfc

https://youtu.be/U-h_Wfs3ktw

https://youtu.be/0mzbNEapnLk

https://youtu.be/jGf2kKlFkQo

Accessories

Mounts

Accessories

Nov 2022

sales Team Training

Advanced Device Support and Charger List

Funding

Overview of Funding

FAA

Reach out personal to FBS/tc

Reimbursment: #org_rcm

Funding/Sales/Bens SLACK: #CA_cs

Numotion

lIST OF in nETWORK iNSURANCE

AuhtorizationOverview

MAT

STAP

GATEDP

CADDTP

Hospice Coverage

TRICKY STATE INFO

Donation Device Policy

Nov 2022

sales Team Training

FUNDING OVERVIEW Benefits are checked by the Funding Benefits Specialist (FBS) upon the SLP submitting the intake form. The FBS will alert the Trial Coordinator (TC) who will alert the SLPs on the funding of the device. If the device is covered at 80% or greater, no confirmation is needed. The loaner device will be sent and the SLP will be provided the Financial Assistance Application (FAA). If the device is less than 80% covered by insurance, a confirmation is required prior to shipping the device. The FBS will take care of talking with the family/ SLP and obtaining the confirmation. Coverage: Medicare covers devices at 80%. CCs will be tasked with an alert in HS regarding any special funding concerns. Funding information can be viewed in the properties on the left side of the Deal Record in HS.

Follow this link to watch Elsa explain the Authorization team roles and responsibilites

Private Pay form is usually acquired in Benefits/Pre-Trial.
Once SLP/CP/PT confirm to TC that they are comfortable moving forward with trial, LOANER device will be shipped.
SLP/CP/PT confirm that they are interested in purchasing device, CC handsoff to CDS.
SLP DOES NOT have to complete any other PW (No eval or order form needed

APPS and other Tier 1 Services

Shipping Requests

Virtual Connections

Talkpath news

LLP - CEUs for SLpS AND OTS

SmallTalk Apps

TalkPath Therapy

Smart Paperwork

aPHASIA cOMMUNITY

March 2022

sales Team Training

Customization

Who gets PTC?

DEMO Backup codes

whos who?

Midtrial Customization

Customization Timeline

March 2022

sales Team Training

PDF templates

These templates are to be provided for SLPs for customization. This allows them to have better clinical guidance on customization based on dx.

aDULTS

pEDS

Crystal C : Benefits, Prep & Shipping, & Trial Stage. JV: Paperwork & Beyond! If you have an urgent, time-sensitive request, please share it in #customization to ensure it is visible to the entire team

Every deal moves from the benefit check stage to Pretrial Customization (PTC) unless the SLP has told the Funding Coordinator that they are ready to skip to paperwork. When a deal moves to PTC, they receive an e-mail appropriate to the age group the client is a part of. We communicate that the device will be processed within 2 business days (typically the next day) but that information can be e-mailed back to the customization team at any time and we will update remotely.

If someone is calling in or otherwise reaches out for support with device customization and they are currently in trial, post in the #customization SLACK channel for assistance. Explain the situation and link the deal in your post. You can also tag (@) the CC on the deal to make them aware. If it is urgent, make sure the team is aware of that urgency!

Turnaround time on updates is 1-3 business days. Customization will be done and code will be pushed remotely with instructions to the SLP from customization team on how to get the customization downloaded on the device. If someone calls or otherwise reaches out for assistance, refer to this: Device Back up and Data Transfer

Shipping

Order Equipment

shipping time - MAP

Shipping Changes

Order Return Shipping label

whos who?

March 2022

sales Team Training

Slack the shipping channel for any changes : 1. Address Changes 2. Re-Routes 3. Cancels 4. Faster shipping due to time constraints

Shipping RequestsBelow is a presentation on ticket requests in the shipping pipeline. Refer to Shipping Requests for the CSS-specific responsibilities regarding ticket requests for the shipping pipeline. https://view.genial.ly/6266af7fd26a55001239fa2b/guide-landl-hs-ticket-request

Director of Operations: Jen RiversManufacturing Specialist: Joe Allessio Manager of Operations: Kyle KadashEquipment Coordinator: Chelsea Newton ( callbacks )

Trial procedures

Consumer Channel

Re-Opening deals

Clinical Conversations

Nov 2022

sales Team Training

VA DEALS

VA SLP

NON VA SLP

process flowchart

SWITCHING CHANNELS

MOVE DEAL TO/FROM CONSUMER

REOPENING DEALS THAT HAVE CLOSED When a deal closes, it is often because timing is off for the PWA, the insurance isn't active, the PWA is living in a setting where the insurance won't cover a device, etc. It is not unusual for a PWA to return to Lingraphica and want to start another trial. Click here to learn more about Reopening a Closed/Lost Deal

CONSUMER TRIALS Every trial at Lingraphica will either go through the SLP Sales Channel or the Consumer Channel. SLP Sales Trials are for people who are working with an SLP. These are traditional trials. Consumer Channel Trials are for people who either don't have consistent access to their SLP or who do not have an SLP with whom they work. These trials are closely vetted so that we can ensure maximum success. Click on this link to learn about Consumer Trials Occasionally, a trial will need to switch from a Consumer Trial to an SLP Trial or vice versa. In these instances, there are HS Playbooks that will walk the CC through the steps to accomplish this. The first step in switching a trial from one channel to the other is always to talk with your manager! Go to HS, search "Switching Deals from SLP Channel to Consumer Channel" in Playbooks. Then, search "Switching Deals from Consumer Channel to SLP Channel" and read through this Playbook.

CLINICAL CONVERSATIONS There are cases, usually based on diagnosis or sometimes with multi-lingual users, where a clinical conversation is needed to discuss concerns and potential limitations of our equipment. A form is completed to document this, it is called the Acknowledgement of Accessory Limitations Form (AAL) Click this link to see a list of diagnoses that require Clinical Conversations

VA DEALS Only specific CDSs handle VA cases. Currently, NaShae Broadway and Stephanie Kurtz handle these. For CSS submitting intake, refer to this Tettra: Intake Process - VA VA SLPs DO NOT submit any paperwork. This includes Patient Forms!

Lingraphica has two separate sales channels where device trials take place. The SLP channel and the Consumer (at-home) Channel. It is not extremely common but deals can move from one channel to the other. When dealing with this situation refer to the Tettra page below: Procedures for switching sales channels

Clinical Consultant Training Videos

Nov 2022

sales Team Training

TALKpath Therapy

To assist customers as well as CS&E employees the link below opens to a Vidyard Room with 5 videos going over TalkPath Therapy, from the consumer (CG/PWA) perspective. https://rooms.vidyard.com/rooms/0LEJtzSQMQKEEJ1V8U-lagThe videos are in order on the page: 1. Into2. Create Account and Login3. Navigating the Program4. Menu, Account, and Settings5. Common Questions and Issues

LLP for SLPs/ots

Virtual Connections

Device Trial forms

AOR

ACK of Limitations

aBN

ARPHI

rule out

PP/ order form

VMS

Mount MN

PIF

AOb

FAA

unlock

Warranty

STAP

GATEDP

CADDTP

MAT

Patient/Mount Alt FundingDeviceCustomization

sales Team Training

June 2022

Device Interest - Non Trial Options

sales Team Training

University INservices

Lingraphica Certification Program

Capital Purchase

Often enough we get requests from professors, program managers, or other professionals involved in a conference wanting to learn more about our devices or have a Lingraphica rep present to a class or at an event. Any request like this can be tasked to either Rachel Diamond or Julie Buehrer. Create the task in your ticket and associate it with the contact so Rachel/Julie can reach out.

competitor device information

cOMPETITOR DEVICE INFORMATION

sales Team Training

AAC APPS - DEMO VIDEOS

compliance

more info on emailing phi

sales Team Training

When to encryptBelow are the relevant policy details regarding email and attachments that contain PHI to share with your teams:

Use Outlook with encrypted option (app or web version) to send PHI, with or without attachments (do NOT send PHI from HubSpot)
When emails are sent through Outlook using encryption, the response is also encrypted – recommend using this approach to request PHI (unless portal or DocuSign are used)
File any incoming attachments with PHI into DocMan or other secure SharePoint location using an appropriate naming convention (patient initials)
If it came in through HS, delete the attachment once it has been saved to SP
If it came in through Outlook, delete the email

Lingraphica Sales Process - the clean machine

NOV 2022

Customer Service foundation

device Trial options

Lingraphica's offerings

LG's Clean Machine

Why choose lingraphica?

customer service impact

customer service Team Training

EXtended PTO for CC

Who are our customers?

Omni-channel customer service

Jobs to be done by customer segmentation

Customer Service Function Our goal within this function is to offer standout service to existing and prospective customers leading to strong customer retention and acquisition on the frontline. The role of customer service specialist embraces all Lingraphica values, and priority is given to empowerment behavior: Put the customer first. A customer service specialist is expected to offer insights and overall feedback on the customer's journey in different areas, such as frontline interactions, which include chat, emails, and calls. While most feedback will center on improving customer service processes and related interactions, a specialist's insight may help improve processes and systems outside of this function that impacts the overall customer experience. Since customer service is the gateway to information for many of Lingraphica's existing and prospective customers, a CSS's role is critical in effecting change toward an improved experience across all customer touchpoints. “Your customers are the lifeblood of your business. Their needs and wants impact every aspect of your business, from product development to content marketing to sales to customer service.” – John Rampton

When CC's have extended PTO, TCs will aid in communication to SLPs/PWA/CPs

CC will add snippet to out-going emails prior to PTO, letting SLPs know their PTO dates.
CC will make TC aware of PTO dates
TC contact info (phone/email) will be added to OOO reply and voicemail message
TC will direct any clinical questions to the CC's Manager
If TC receives Loaner Ordered or New Trial tasks for CC during their PTO, alert CC Manager ( Katherine or Jennifer Hanson)

Customer Service foundation

Call documentation Best practices

Email Best Practices

Chat management

customer service Team Training

EXtended PTO for CC

When CC's have extended PTO, TCs will aid in communication to SLPs/PWA/CPs

CC will add snippet to out-going emails prior to PTO, letting SLPs know their PTO dates.
CC will make TC aware of PTO dates
TC contact info (phone/email) will be added to OOO reply and voicemail message
TC will direct any clinical questions to the CC's Manager
If TC receives Loaner Ordered or New Trial tasks for CC during their PTO, alert CC Manager ( Katherine or Jennifer Hanson)

Customer Service foundation

device Trial options

Omni-channel customer service

Lingraphica's offerings

LG's Clean Machine

Why choose a lingraphica?

Jobs to be done by customer segmentation

customer service impact

customer service Team Training

EXtended PTO for CC

Who are our customers?

TCs may receive requests from CCs to order equipment via slack or tasks. STEPS TO ORDERING EQUIPMENT 1. Ordering a label

labels are needed to return equipment
https://www.thinglink.com/video/1489364682312515587

2. Ordering equipment

In SLP Contact, go to Launch User Tasks
Request Equipment
Shipment Type: SLP Loaner
Fill in Name, Phone, and Address if not already provided
Select Equipment
Regular Shipping unless it needs to be expedited, denote
Complete process and submit

If you are ordering a device because an SLP/CC/PWA/CP's loaner has an issue, please make sure the loaner equipment property issue in the device ticket is filled out. https://www.thinglink.com/video/1490104776967323651

When CC's have extended PTO, TCs will aid in communication to SLPs/PWA/CPs

CC will add snippet to out-going emails prior to PTO, letting SLPs know their PTO dates.
CC will make TC aware of PTO dates
TC contact info (phone/email) will be added to OOO reply and voicemail message
TC will direct any clinical questions to the CC's Manager
If TC receives Loaner Ordered or New Trial tasks for CC during their PTO, alert CC Manager ( Katherine or Jennifer Hanson)

Customer Service foundation

device Trial options

Omni-channel customer service

Lingraphica's offerings

LG's Clean Machine

Why choose a lingraphica?

customer service impact

Jobs to be done by customer segmentation

customer service Team Training

EXtended PTO for CC

Who are our customers?

When CC's have extended PTO, TCs will aid in communication to SLPs/PWA/CPs

CC will add snippet to out-going emails prior to PTO, letting SLPs know their PTO dates.
CC will make TC aware of PTO dates
TC contact info (phone/email) will be added to OOO reply and voicemail message
TC will direct any clinical questions to the CC's Manager
If TC receives Loaner Ordered or New Trial tasks for CC during their PTO, alert CC Manager ( Katherine or Jennifer Hanson)

customer segmentation

Customer Service Team Training

Learn about Speech Language Pathologists

Learn about Caregivers

Learn about Persons with Aphasia

Jobs to be done

Customer Service Team Training

Jobs-to-be-Done framework by Anthony W. Ulwick People "hire" products and services to perform certain tasks for them. This is opposed to buying goods, customers are looking for ways to get certain jobs done. Why are customer's hiring our products and services?

SLPs - Jobs to be done

Customer Service Team Training

Continuing Education

Keeping current with advances in clinical information

Need for professional resources

Understanding when high-tech AAC device is appropriate
Opportunities for continuing education units approved by ASHA to meet licensure requirements

Lingraphica Certification Program - LCP certification

SLPs - Jobs to be done

Customer Service Team Training

TalkPath and TalkPath News

Free task-based online speech therapy solution for SLPs' clients

Create customized plans of care for clients
Track client's accuracy and progress in seven exercise areas: reading, writing; listening, speaking, memory, reasoning and daily living
Modify homework based on results

SLPs - Jobs to be done

Customer Service Team Training

Device Trial

Increase productivity - save time in understanding how to use the device for communication and therapy needs.

Assistance with paperwork to ensure device coverage from patient's insurance (Smart Paperwork)

Support with funding reporting to patient's family
Complete clinical support during the trial for SLP, patient and patient's family

Caregivers - Jobs to be done

Customer Service Team Training

The Aphasia Community

Reduce feelings of depression/isolation by connecting with others who are on a similar path.

Feel part of a community that offers support and guidance through forums and Virtual Connections
Increase hope through success stories and docuseries
Increase education on aphasia, and communication options through courses and Aphasia Library

Caregivers - Jobs to be done

Customer Service Team Training

TalkPath Therapy and TalkPath News

Provide loved one with a therapy platform to help improve communication and independence

Confidence that platform is aphasia friendly and clinically supported by SLPs
Access to task-based exercises based on different areas suca as understanding language, reading ,spoken language and memory.

Caregivers - Jobs to be done

Customer Service Team Training

SmallTalk Apps

Ipad based apps centered on communication apps designed for people with aphasia
Offer a quick solution to allow loved one to communicate their needs
Choose apps based on need - such as communicating pain, needs to HCPs, or conversational words such greetings, responses, and requests (available in Spanish)
Practice speech through therapy apps centered on practicing numbers, days, months, dates
Opportunity to get a glimpse at device language system

Caregivers - Jobs to be done

Customer Service Team Training

Device Trial

Improve their ability to understand their loved one

Access to technology specifically designed for people with aphasia
A language system that focuses on therapy exercises for more indepenedent communication
Support from Lingraphica clinicians and support specialists to help navigate the language system
Provide an option to loved one that may ulitmately improve their quality of life

Person with Aphasia Jobs to be done

Customer Service Team Training

The Aphasia Community

Reduce feelings of loneliness and depression

Forums and Virtual Connections specifically for them - not alone in their journey
Success Stories to help accept their new normal with dignity and expectancy

Person with Aphasia Jobs to be done

Customer Service Team Training

TalkPath Therapy and TalkPath News

Self-paced therapy platform designed for their speech therapy needs

Confidence that platform is aphasia friendly and clinically supported by SLPs
Keeping their minds nimble on exercises based on different areas such as understanding language, reading, spoken language and memory

Person with Aphasia Jobs to be done

Customer Service Team Training

SmallTalk Apps

Offer a quick solution to allow them to communicate their needs to others such as caregivers, communication partners and HCPs
Choose apps based on setting of care SNF, out-patient clinic or home care
Speech therapy on the go - Small Talk Oral Motor exercises, Letters, Numbers
Opportunity to get a glimpse at device language system

Persons with Aphasia - Jobs to be done

Customer Service Team Training

Device Trial

Regain independence by communicating their needs and wants

Reduce social isolation and loneliness by reconnecting with friends and family
Access to technology specifically designed for people with aphasia
Improve their outlook on life by learning how to communicate more meaningfully with a device (LPAA)
A communication tool that focuses on therapy exercises to aid in independent communication

Work with a company that will help with device funding
Access to customer support for successful device use

compliance

more info on emailing phi

sales Team Training

When to encryptBelow are the relevant policy details regarding email and attachments that contain PHI to share with your teams:

Use Outlook with encrypted option (app or web version) to send PHI, with or without attachments (do NOT send PHI from HubSpot)
When emails are sent through Outlook using encryption, the response is also encrypted – recommend using this approach to request PHI (unless portal or DocuSign are used)
File any incoming attachments with PHI into DocMan or other secure SharePoint location using an appropriate naming convention (patient initials)
If it came in through HS, delete the attachment once it has been saved to SP
If it came in through Outlook, delete the email

Best Chat Management Practices

Customer Service Team Training

Use personal pronouns to give chat a human touch (I, we, you)
Keep chat exchanges short, as if you're speaking to the customer - concise interaction
Identify and acknowledge your customer's concerns
Create memorable chat experiences!

Hello! I'm Paola with the customer service team. How can I help you today, Sandra?

Use a consistent brand voice with all our customer service interactions - more formal approach
Always handle interactions with professionalism

How to create customer rapport using chat?

Best Chat Management Practices

Customer Service Team Training

Use personal pronouns to give chat a human touch (I, we, you)

Best Chat Management Practices

Customer Service Team Training

Open-ended questions- help customers to express needs
Probing questions- allow you to follow-up and develop a plan to help
Close-ended questions- confirm understanding that customer is satisfied with interaction

Types of Questions

Best Chat Management Practices

Customer Service Team Training

Open-ended questions- help customers to express needs
Probing questions- allow you to follow-up and develop a plan to help
Close-ended questions- confirm understanding that customer is satisfied with interaction

Types of Questions

Best Chat Management Practices

Customer Service Team Training

Open-ended questions- help customers to express needs
Probing questions- allow you to follow-up and develop a plan to help
Close-ended questions- confirm understanding that customer is satisfied with interaction

Types of Questions

Best Chat Management Practices

Customer Service Team Training

Keep Chat Exchanges Short

Chat as if you're sitting across from your customer

In short sentences - limit chats to 40 words or less
Don't give too much information for a customer to read in one exchange -it's overwhelming.
Pause to let the customer respond
Keep your dialogue easy to understand
If you need to provide a paragraph worth of information - set this expectation.
Keep it natural
Match the customer's level of formality
Narrow your closing statement to the area you offered help in

I'm glad I could help with your account needs. Do you have any other questions about managing your account?

Best Chat Management Practices

Customer Service Team Training

Acknowledge your customer's concerns

The customer states their issue, agent responds with one sentence to acknowledge their concern
Use chat not just to answer questions but to create memorable rapport
Handle delays with grace

Inform customers that you are looking

into their request

Give time approximation
Communicate outcome

Best Chat Management Practices

Customer Service Team Training

Acknowledge your customer's concerns

Handling customer's delays

Customer's will need to obtain requested information- let them know you will be waiting for their return so you can continue to provide support

After 3 minutes of no response, provide an expectation

of how much longer you will wait ( another 2 minutes)

It seems like you've had to leave our chat. I'll wait another couple of minutes for you to come back.

No response after 5 minutes, let the customer know you will end the chat.

I haven't heard from you in five minutes, so I'm going to wrap up our chat now. We are here if you need further assistance. Have a great day!

Best Chat Management Practices

Customer Service Team Training

Confirm the customer's understanding

Provide the steps for the solution, and then confirm they understand the steps

Use phrases like "I can wait while you check your account, Let me know if you see your courses when you log back in"

Suggestions to browse our website to learn about our products and apps

Use phrases like "Here is the web page about our devices, I will wait here to field any questions you may have about them. Does this work for you?

Best Chat Management Practices

Customer Service Team Training

When is it better to get a customer on the phone?

The customer is not able to follow the directions you are giving

An caregiver is not able to access TalkPath Therapy

Customer's native language is not English and you are having

a very difficult time understanding their inquiry/concern

Customer begins to provide or needs to provide PHI details

Best Chat Management Practices

Customer Service Team Training

Chat can be a juggling act!

Customers will ask multiple questions
Go with the customer's flow- be prepared to acces the customer's questions as they come.
Don't limit the customer to one topic at a time.
Keep track of and answer all of the customer's questions
Use words to signal you're returning to an early topic.

To return to your question about... , You mentioned earlier you're loved one has problem communicating his needs.

Customer service requires multi-tasking and chat is no different

Best Chat Management Practices

Customer Service Team Training

Chat Resources and Examples

Show you care by using free text
Use templates to offer great information that is frequently asked in this medium
One chat - two writing styles - handout
A few examples

Not so great chat in action
Great chat in action

Best Chat Management Practices

Customer Service Team Training

Not So Great Chat Examples

Not so Great Chat Examples

Customer Service Team Training

Chat world- Class in Action!

Customer Service Team Training

Chat world- Class in Action!

Customer Service Team Training

Copy - Customer Service Team Training May 2023

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