Recent Articles
Zoho Email
Email Templates have been created within Zoho for some of our most common email communications. When sending out an email using a template from Zoho, be sure you are reviewing the body of the email and making any edits that need to be made. Process ...
Zoho Macro's
A Zoho Desk macro is a tool that automates multiple actions with a single click. When you run a macro on a case, it can create tasks for a specific team and/or send email updates to keep internal and external customers informed about the status of a ...
Water Heater Non-Covered Charges (NCC's)
Purpose Provide a response when a Customer calls to follow up on an email/voicemail they received advising of replacement approval with non-covered charges. The goal is to have customers discuss the charges with the service provider. NCC Email ...
Single Point of Contact (SPoC) Program
Purpose To understand the SPoC role in assisting Service Providers, and when Leadership can contact a SPoC to move a service job along. SPoC Specialist SPoC specialists are Authorizations agents who take service reports from a specific group of ...
Customer Service Talking Points
Purpose Provide agents with approved empathy statements, response options, and communication guidance for common customer scenarios. These responses help ensure consistent, professional, and customer-focused interactions while setting clear ...
Popular Articles
Goodman Home Warranty
Cinch and Goodman have partnered to offer Goodman customers a customer centric home warranty program, branded Goodman Home Warranty. Goodman will also send out their own technicians to service specific appliance brands, only in the specific zip codes ...
Parts Procurement Note Template
These Note Templates are used when a Parts Procurement job needs to be created due to Sears, GE, or Whirlpool not being able to locate the needed part, the part was NLA through their suppliers, or are recommending a replacement. Customer Service ...
Part Line Statuses
When a customer calls in to follow up on the status of an ordered part/replacement, the agent will need to review the Service Job to verify where the part is coming from, if it has been ordered yet, and if there is an ETA to give. Who is supplying ...
GE Appliance Service Requests
Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy ...
Research Escalation: Creating Exception
The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority. This exception is ONLY to be created by Escalations, Authorization ...