Optimus: Shopping Reward Dollars

Optimus: Shopping Reward Dollars

Optimus is a reward partner that Cinch has partnered with to provide Cinch Customers discounts across dining, online shopping, travel, and more!
  1. Reward Dollars are NOT to be confused with a Gift Card or Pre-Paid Reward Card.
  2. Customer is given a one-time reward ($100-$500 Reward Dollars).
  3. Customer can then use those Reward Dollars to gain access to discounts/savings in dining, online shopping, travel, and even local partners. For example:
    1. A customer is given $100 Reward Dollars.
    2. Customer uses $10 Reward Dollars to claim a BOGO (Buy One Get One) coupon to a local restaurant.
    3. Customer prints BOGO coupon and heads to their local restaurant.
    4. Customer’s bank now has $90 Reward Dollars.

Process

  1. Customer will receive an email from Optimus.
  2. Customers click on Optimus's email (www.homeserviceperks.com) and enter their 10-digit phone number and 5-digit zip code to log in.
    1. For Local Shopping, the customer will enter their address or zip code, select a local retailer, print their coupon, and the “cost” of the coupon is subtracted from available rewards.
    2. For Dining Savings, the customer will enter their address or zip code, select a local retailer, print their coupon, and the “cost” of the coupon is subtracted from available rewards.
    3. For Online Shopping, the customer can browse types of products and then drill down to the product of interest, site will show them the retail price, the rewards dollars applied, and their total. Customer then proceeds to checkout providing their shipping address and credit card number. Product will ship in 5-7 business days.

Scripts

Customer Has Not Received the Email from Optimus

Customer is within 30-day review period.

Agent: “Thank you for calling <Department Name>. My name is <Agent Name>, how may I assist you today?”

Customer: “Hi <Agent Name>, this is <Customer Name>, I’m calling regarding the shopping dollars that I was supposed to receive as part of the warranty I recently purchased. Could you please tell me when they will be available?

Agent: “OK, thank you <Customer Name>. Your shopping dollars are made available once you have had your warranty for at least 30 days and made your first payment. Typically, you will receive your shopping dollars email the week following your 30-day review period.”

Customer: “Great, thank you!”

Agent: “OK, thank you and have a great day. Goodbye.”

Customer is outside 30-day review period, first payment has been made, BUT less than a week outside review period.

Agent: “Thank you for calling <Department Name>. My name is <Agent Name>, how may I assist you today?”

Customer: “Hi <Agent Name>, this is <Customer Name>, I’m calling regarding the shopping dollars that I was supposed to receive as part of the warranty I recently purchased. Could you please tell me when they will be available?

Agent: “OK, thank you <Customer Name>. Typically, you will receive your shopping dollars email within a week following your 30-day review period. If you have not received your email within the next few days please don’t hesitate to give us a call and we’ll make sure it gets to you.”

Customer: “Great, thank you!”

Agent: “OK, thank you and have a great day. Goodbye.”

Customer is outside 30-day review period, first payment has been made, over a week outside review period.

Agent: “Thank you for calling <Department Name>. My name is <Agent Name>, how may I assist you today?”

Customer: “Hi <Agent Name>, this is <Customer Name>, I’m calling regarding the shopping dollars that I was supposed to receive as part of the warranty I recently purchased. Could you please tell me when they will be available?

Agent: “OK, thank you <Agent Name>. We do apologize for the delay. Please confirm the following details so we can quickly get your shopping dollars out to you: Customer First/Last Name, email address, phone number.”

Agent will email information to:

  1. Juan Rodriguez – jprodriguez@cinchhs.com

Customer: “Great, thank you!”

Agent: “OK, thank you and have a great day. Goodbye.”

Customer Experiencing Issues with Optimus Reward Site

Agent: “Thank you for calling <Department Name>.  My name is <Agent Name>, how may I assist you today?”

Customer: “Hi <Agent Name>, this is <Customer Name>. I received an email from Home Service Perks regarding my $250 shopping dollars; however, the site does not appear to be working.”

Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. To help get this resolved quickly, we have partnered with Home Service Perks to handle all customer service that is needed for your shopping dollars. Since this is an online reward program, you’ll just need to follow a few simple steps to make sure everything is working as it should.

  1. Just visit www.HomeServicePerks.com and click “Support”.
  1. Fill out your phone number, and zip code, and you’ll be able to submit a support ticket which will be responded to shortly.
  1. The Home Service Perks support team is available online 24/7/365 and will make sure you can use the reward you’ve earned.”

Customer: “Okay, thank you.”

Agent: “Is there anything else I can assist you with today <Customer Name>?”

Customer: “No.”

Agent: “OK, thank you and have a great day. Goodbye.”

Customer Has Not Received A Response From Optimus

Agent: “Thank you for calling <Department Name>.  My name is <Agent Name>, how may I assist you today?”

Customer: “Hi <Agent Name>, this is <Customer Name>. I’m calling regarding to an inquiry I have placed with Home Service Perks, and I have been unable to reach anyone.”

Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. May I ask how long ago you reached out to Home Service Perks?”

Customer: “I reached out to them over the weekend [or other variation outside of business hours].”

Agent: “Thank you. Can I also ask what the ticket number was for that online support submission?”

Customer: “Sure. It’s <Ticket Number>."

Agent: “Thank you for the additional detail. What I’m going to do is contact Home Service Perks to make sure that your online support ticket is answered within 24 hours. If you don’t get a response via email by this time tomorrow, please don’t hesitate to call me back so I can escalate this further.”

Customer: “Ok, great, thank you.”

Agent: “Is there anything else I can assist you with today <Customer Name>?"

Customer: “No.”

Agent: “OK, thank you and have a great day. Goodbye.”

Agent will email the customer’s information/issue to product team:

  1. Juan Rodriguez – jprodriguez@cinchhs.com
  1. Maria Paan – mpaan@cinchhs.com






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