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Welcome On-board Guide

Feb 09 2023

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Karl Liang

Caseborne By ArmadilloTek Inc

Frisco Texas

United States

Overview

  1. Thank you to join us as our content writer and customer service representative
  2. Your job will be writing for our blogs and websites. We will provide the software we use to help you better master your job. ( Ahrefs, Quillbot, Grammarly, and Chat GPT)
  3. Also need to take care of our customers on our emails, amazon store, Shopify, etc!

Accounts for you

  1. Business email

  1. Others

We have sent invitations to access our amazon store, and Shopify to the business email above. Please login into your email, and set them up!

About Content writing:

You are responsible for creating written materials for websites, marketing materials, and other forms of online and offline content.

The goal is to engage the target audience and promote a product, service, or idea through well-written and optimized content.

Key tasks include conducting research, writing, editing, and publishing content, as well as staying current with industry trends.

  1. Research and writing
  2. SEO optimization
  3. Editing and proofreading
  4. Collaborating with team members
  5. Content management and distribution
  6. Analyzing performance
  7. Staying current with industry trends.

  1. Tools For You

Please be aware that we do provide lots of tools, but you still need to manually check or rewrite to add some touch it makes it pass AI Content Detection, and easier to read for our customers.  AI is a tool, not a way to replace the original works.

  1. Chatgpt: please use the google chrome extension: AIPRM, it has very rich prompts to help you make the job easier.
  2. Quilbot:  Account: vipacademictools1@gmail.com Password:@16Bqg2O#RbO, please use least rephrase strength, and do not change the password
  3. Grammarly: Will provide later
  4. You need to use Midjourney (an image ai)
  5. Canvas: serine@getcaseborne.com, we have sent you an invitation to the email
  6. Ahrefs:

  1. One more thing

Because of Shopify blog has a very limited function or very basic theme, we do have a landing page builder called Pagefly, there are some templates to help us create better-looking articles.  We can do a video meeting to guide you through it.

  1. Learning resource

As we talked about during the interview, you need to spend at least half hours per day learning new skills/tech and following the trends

Please follow these YouTubers to grow your knowledge and skills, please be aware that you need to learn from the videos that can help you. You can also find more channels to learn.

  1. Ahref: https://www.youtube.com/@AhrefsCom 
  2. https://www.youtube.com/watch?v=chhuYT6jVPQ 
  3. Income stream surfers https://www.youtube.com/watch?v=cscMzoIWTYI
  4. Learnwire https://www.youtube.com/watch?v=9-qWU05Ko-M
  5. Adam Enfroy https://www.youtube.com/watch?v=VZFg3E0WzX4

  1. What kind of content?

  1. Reviews of our products
  2. Tips on how to use phones
  3. The gifts list included our brand
  4. Rumors/New Tech/Leaks
  5. Comparisons
  6. Reviews of phones
  7. And more

Please make sure we need to have a perfect internal links system, Not just for blogs, but also need to link to the landing page, catalog page, and more.  Please learn some SEO from ahrefs to understand it better!

Chatgpt extension on google chrome; AIPRM will help a lot. Please play around to make sure you find the support/tools/info you need!

Jeff will guide you through the customer service part, please scroll down to find the next chapter!           By Karl Liang

About customer service

We are a small business, and customer satisfaction is one of the most important things to us.

 Reply in a timely manner and calm customers down, so they can feel we are taking them very seriously. And don’t forget the formal email construction, make sure to tell them your name, and your position and add your department: Customer Service Department  of Caseborne)

Also, we need to appreciate them, and make sure to emphasize that we will take good care of them.

We can provide a formal Business Email course if needed!

Again, the core of our service is to help customers to solve problems, give them confidence and support, build loyalty and satisfaction, and hopefully, that can help us build a long-term relationship.

  1. Know about the phones.

(Please make sure you spend time to learn our products on our website www.getcaseborne.com. To provide support and solutions, you need to know about our products mantra: the smile when the phone drops, reliable protection, and customer-first friendly service)

Initially, it's crucial to possess a foundational understanding of the variations between various phone models. For instance, the iPhone 14 lineup consists of four models: the iPhone 14, 14 Plus, 14 Pro, and 14 Pro Max. On the other hand, the Samsung Galaxy S23 series includes three models: the S23, S23 Plus, and S23 Ultra. This information is crucial as it is a common problem that customers frequently order the incorrect phone case. As a customer support representative, it's essential to have a better understanding of phone models compared to the customers.

  1. Know about our products.

Most of our cases cater to Samsung Galaxy and iPhone devices, while we also offer options for less popular phone brands such as LG, Moto, and OnePlus, although some of these models have been discontinued. Our best-selling product line is the V Series, also known as the Vanguard Series, which is a double-layered case with a built-in kickstand. The V Series cases for iPhones come equipped with built-in screen protectors that are glued to the front frame. Samething as other V Series cases for phones without an on-screen fingerprint sensor, such as the Note 9, A21, A11, A12, Moto G Stylus, and LG Stylo 6.

In contrast, other V Series cases do not have built-in screen protectors and instead come with a separate front frame that needs to be installed on the phone before attaching the back cover. Most front frames come pre-installed to the back cover, some customers may have difficulty locating them.

Additionally, our V series case for Fold4 comes with 2 tempered glass screen protectors and Thinborne case come with 1 tempered glass screen protector.

Please spend some time exploring our listings on Amazno and Shopify, most of our products are listed there.

  1. Know about our common customer support-related issues.

The majority of customer support inquiries include but are not limited to: warranty claims, fitment issues with phone cases, product-related questions (such as holsters, wireless charging, glass screen protectors, etc.), installation difficulties, order cancellations, shipping address updates, feedback, suggestions for improvement, inquiries about case availability for specific phone models, and more.

While I will provide a template, it may not cover all possible questions. If you encounter any inquiries that you're unable to answer, don't hesitate to reach out to me through messaging platforms like Messenger, Skype, or any other app we may be using. Additionally, please make a note and update the template for future reference.

  1. Customer support template

Start your first message with Hi [customer’s first name], and make sure to get the order # from the customer by asking “In order to better assist you, can I start with your order #?”

  1. Inquiries related to warranty claims.

If the customer inquiries about our warranty policy

We stand behind our cases with a limited lifetime warranty. To start the claim process, simply visit our website https://getcaseborne.com/pages/contact-support and submit your claim.

To ensure swift processing, kindly include your Order Number, Full Name and Shipping Address along with the claim.

Note: If customers ask about warranty policy via Amazon message, direct them to file a claim on our website use the same answer and answer their question from there, do not discuss anything related to payment, S&H & reviews on Amazon message.

If the customer files a claim

I'm sorry to hear that, we can send you a replacement case under our warranty, but we'll need you to pay $10 for the S&H, will that work for you? Thanks.

Note: If the customer asks to replace the kickstand or front frame (no screen protector) that we have in stock (such as S21 Ultra, S22 Ultra, or S20), change the “replacement case” to “replacement kickstand” or “replacement front frame” and change S&H from $10 to $5.

Note: For Canada orders, charge $20 for the S&H, for EU orders, charge $25 for the S&H.

Note: We are experiencing a very high warranty claim rate for our V series for Z Fold4, the hinge connector that connects the front frame and the hinge cover will break relatively easily. You’ll find that most of the warranty claims are coming from this product.

If customers ask why they need to pay S&H

We're delighted to offer a lifetime warranty on our cases and understand that a shipping and handling fee may be required to prevent any misuse of our policy. Thank you.

Note: Under some situations:

a) If the customer only has the case for a very short period, and mentions that he/she will return the case to Amazon instead;

b) The customer is very insisting on not paying the S&H, and have the case for less than a year;

c) The customer threatens to leave a negative review;

d) For All other situations that are not listed above, but you feel it’s necessary, reply:

I can waive the S&H this time as a courtesy, but we’ll need you to pay for it for your next claim, will that work for you?

If the customer agrees to pay for the S&H, create an invoice in Shopify and send it to his/her email.

Instructions:

Find the customer’s original order on Amazon, for EU orders, you’ll need to log into Amazon EU to find them.

Go to “Manage Orders”, put the order # in the search bar, and click search, if you can’t find the order with the order # provided

Apologies for the inconvenience. I'm unable to locate your order using the provided number. Could there be a possibility of an error with the number you have sent? If possible, could you please send us a screenshot of your order with the order number clearly visible? This will help us to assist you better.

If you can find the order, make sure it’s not refunded. If the order is already refunded, ask the customer:

It looks like your order was already refunded, please advise.

If it’s not refunded, click into the order, and leave a note under the Seller Notes box such as replacement invoiced by JL(use your initials) on 2/11/23. Then go to Shopify, click on Orders on the left menu, click on the “Create order” button on the top right corner, and put the order # and the same note that you left in the Amazon order notes in the Notes box.

Find the correct product in the search bar, for example, if I want to add a black Fold4 case with an S-pen holder, search fold 4 in the search bar, check black, and click on add (Note, the fold4 case has 2 different types, one with S-pen holder and one without, please make sure which one the customer ordered and do not mix them up), click on “Add discount”, choose “Percentage”, and enter 100% as the discount value, click on “Add shipping”, choose Custom, and input $10 in Price, if the customer is not located in TX (you can find the address info in Amazon order page), click on “Estimated tax”, uncheck “Charge taxes”, click on “Apply”, click on “Send invoice”, input the customer’s email address under “To”, click on “Review invoice”, and click on “Send invoice”.

If it’s a replacement part, click on “Add custom item”, and type the part name under Item name, for example: front frame - S22 Ultra black.

If the customer says he/she didn’t find the invoice or asks to have the invoice sent to a different email, reply or repeat the same steps with a different email address:

Did you check your spam or promotion folder?

  1. Customer ordered the wrong case

If we don’t have the case the customer needs

We are sorry to hear that. This case should be eligible for a free return, you can send it back to Amazon for a refund. Please make sure to choose "Bought by mistake" as the return reason, so it doesn’t affect our seller performance on Amazon.

If we do have the case the customer needs

We are sorry to hear that. This case should be eligible for a free return, you can send it back to Amazon for a refund. Please make sure to choose "Bought by mistake" as the return reason, so it doesn’t affect our seller performance on Amazon.

If you prefer to exchange it directly through us, here's the return address:

ArmadilloTek

124 Rose Ln, #203

Frisco, TX 75036

We'll send the correct one out once we receive the tracking number for the returning package.

Also, here’s the link for the correct case: [type the Amazon listing link for the right case].

  1. The customers asks why their case doesn’t have a screen protector

Ask the customer what case he/she ordered, and make sure it actually does not have a built-in screen protector

Please note that, as indicated in the product listing, this case does not come with a screen protector. There are two reasons for this:

In-screen fingerprint sensors are often incompatible with third-party screen protectors.

We suggest that our customers opt for tempered glass screen protectors for enhanced protection and a better user experience.

However, the case does feature a raised front frame that offers a degree of screen protection in most situations. Additionally, it is compatible with many tempered glass screen protectors available on the market. If you're interested in purchasing a screen protector, there are a variety of high-quality tempered glass options available on Amazon.

If the case is supposed to have a screen protector and the one the customer received does not, offer a free replacement.

  1. Customers ask about the refund status, and fulfillment status of an Amazon fulfilled order (FBA order), check the order with the order #

Payment pending

Your order is still on payment pending status, Amazon will not ship your order unless the payment is cleared, you may want to contact an Amazon agent, I'm sure they will fix it for you.

Late delivery

Your order was fulfilled by Amazon, we as the seller have no access to Amazon's fulfillment process, you may want to contact an Amazon agent, I'm sure they will fix it for you.

Late refund

Your order was fulfilled by Amazon, we as the seller have no access to Amazon's payment process, you may want to contact an Amazon agent, I'm sure they will fix it for you.

  1. Customers ask if they can replace the built-in screen protector with a tempered glass one.

We do recommend our customers replace the built-in screen protector with a tempered glass one for better protection and user experience. You can remove the old one by pushing it out, heating the glue first will make it easier. Also please make sure to shop for “case-friendly” ones.

Thank you for your business, and you are one of our most important customers to us.

Please kindly let me know if there are any questions or problems.

  1. Customers ask about wireless charging, in most cases

This case should be compatible with most strong signal wireless chargers that support a case’s backplate that is 5mm thick and under.

for iPhone 13, iPhone 14 cases

I’m sorry but this case is not compatible with most wireless chargers unless it has a very strong signal.

  1. Customers ask about holsters

Unfortunately, we don't offer belt clips. However, a popular alternative is a belt pouch, which can be easily found on Amazon.

  1. Customers have troubles installing case with no screen porotectors

The front frame is pre-installed on the back cover, you’ll need to take it out first before installing it.

Here's the video instruction, you can start at 3:35.

https://www.youtube.com/watch?v=CNIT5phdwyQ&t=217s

  1. Customers ask why the fold4 case can’t close all the way

I'm sorry to hear that, the fold4 use magnetic force on the edge of the screen to stay closed, the frames all around the edge of the screen will block the magnetic force, so the phone will open a little bit, however, this will not interfere with the phone's normal use.

  1. Customers ask why fold4 screen protector are bubbling

When folding and unfolding the phone, some pressure may be placed on the front case, causing the frame to push against the screen protector. To alleviate this issue, we recommend folding and unfolding the phone slowly. Should a bubble appear, it can usually be pushed out. Additionally, we have included an extra screen protector in the package for your convenience.

  1. Customers want to order more screen protectors for Fold4

We can sell the screen protectors for $3 each plus $5 for the shipping, how many do you want to order?

Create an invoice for the customer after finding out how many.

  1. Customers ask why Flip4 case’s hinge can’t go all the way down when unfolded

This is a common issue among our cases for Flip4, sorry about that.

  1. Customers shows gratitude to our customer support or have good words with our prodcut

We hope that you are enjoying our case. If so, we would be incredibly grateful if you could take a moment to leave a review on Amazon. Your feedback helps us continue to improve and provide the best product possible.

Please be aware that this template is not exhaustive and some situations may require a unique approach. You are responsible for creating and maintaining your own customized template to ensure accuracy and currency.

If you have any questions or need assistance, don't hesitate to reach out via messaging or live chat. I will do my best to provide the support you need to quickly get up to speed with our customer service.

February 14, 2023 — Karl Leuang
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