Zoho Reasons/Call Categories and Sub Reasons/Call Sub Categories
- Account Maintenance: Customer is reaching out regarding their contract.
- Account Management: Customer is reaching out regarding the initiation of a claim.
- Customer Feedback: Customer has specific feedback related to their claim/contract/experience. Also includes Dead Air and Misdirected Calls.
- Job Decision: Customer is looking for an update on what decision has been made for their claim or concerns about the decision.
- Job Follow Up: Customer is following up on the claim post visit or has concerns after the initial visit.
- Miscellaneous: Variety of reasons related to Consumer Electronics and Price Increase.
- Part Status: Customer contact is related to parts/equipment/replacement for their claim (status, delay, damage, etc.)
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REASON/CALL CATEGORY |
SUB REASON/CALL SUB CATEGORY |
WHEN TO USE |
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Account Maintenance |
Billing Issue |
Membership billing inquiry |
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Cancel Request |
Customer requested to cancel their contract |
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DNC or No Solicitation Request |
Customer is requesting to be placed on the Do Not Call List |
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Job History Request ONLY |
Inquiry or request for information only, no action needed in the Service Job |
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Options Additions Not Added |
Customer requesting to add an additional options/items (transfer to membership) |
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Presales Question |
Customer has membership questions (pre-enrollment, transfer to membership) |
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Update Contact Info |
Customer requested to update their contact information |
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Account Management |
Contract Not Found |
Unable to locate customer contract from any Cinch Platform |
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Deductible Dispute |
Customer is refusing to pay or has already paid deductible |
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Reassignment |
Service needs to be reassigned to another Service Provider |
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Recall |
Customer is requesting service within the 180-day time frame for same failure |
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Service Initiation or Inquiry |
Customer is requesting to place a Service Request or asking about coverage |
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SJ Cancel Request |
Customer is requesting to cancel a Service Job that is no longer needed |
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SNAD Locating a Provider |
Dispatch is unable to find a Service Provider |
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SP Appointment Needed |
Customer does not have a scheduled service appointment for new or follow up visit |
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Customer Feedback |
Agent Conduct |
Customer has a complaint about a specific Customer Service Agent |
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Compliment |
Customer has a compliment for Cinch, the Service Provider, or an Agent |
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Conduct SP Unprofessional |
Technician was unprofessional with the Customer |
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Dead Air |
There is no one on the line |
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IVR Issue |
Customer complained about using the IVR (ONLY reason for contact) |
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Misdirected Call |
Caller was misrouted and transferred to another Cinch Department |
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MyAccount Issue |
Customer complained about using the website MyAccount (ONLY reason for contact) |
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Spam Contracts |
For email or calls that are unrelated to Cinch (SPAM) |
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Job Decision |
Acct Exec PR Request |
FOR REAL ESTATE CASE MANAGERS ONLY: Requests from Account Executives to PR an expense for the customer |
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APO Reimbursement Dispute |
Customer is upset about the delay or amount approved for their APO |
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Coverage Denial Dispute |
Customer is disputing the denial due to coverage |
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Non-Covered Charges |
Customer is inquiring about the non-covered charges for their Service Job |
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Options Not Satisfactory |
Customer is not satisfied with the options given to them, such as claim credit amount, replacement option, repair option, etc. |
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Reimbursement Not Processed or Received |
Customer is inquiring about their reimbursement check or ECH |
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Replacement Deductible Dispute |
Customer is reaching out regarding the replacement deductible |
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Second Opinion Request |
Cinch is requesting a second opinion on a job |
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Job Follow Up |
Customer Unresponsive |
BACK OFFICE USE ONLY: Customer has not responded to emails or calls |
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Documentation Needed from SP |
Pending Service Report or additional information from the SP |
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Incomplete Replacement or Repair |
SP not responding for approved repair or replacement |
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Installation Credit Requested |
Item was not installed, customer requesting a credit for installation |
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No Status Update Provided |
Customer does not know the status of Service Request and next steps |
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Pending Customer Decision or Documentation |
Waiting for information from the customer (APO Receipt, Options Decision, etc.) |
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SOS Escalation |
Customer or Service Provider is contacting Cinch due to an unsafe situation (Priority Escalation Process) |
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Workmanship Damaged Item |
Technician caused damage to an item (Priority Escalation Process) |
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Workmanship Damaged Property |
Technician caused damage to the property (Priority Escalation Process) |
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Miscellaneous |
CE Pitch Declined |
Consumer Electronics – Customer declined offer |
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CE Pitch Enrolled Complete |
Consumer Electronics – Customer accepting offer for enrollment (Complete Plan) |
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CE Pitch Enrolled Essentials |
Consumer Electronics – Customer accepting offer for enrollment (Essentials Plan) |
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CE Pitch None |
Consumer Electronics – No Valid Offer |
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HM NonEscalation |
Home Manager – General Customer Contact |
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HM Onboarding Contact |
Home Manager – Onboarding Contact |
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MidYear Price Increase |
Customer is contacting due to the mid-year price increase communication |
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Part Status |
Cinch Provided Parts |
Parts/Replacement ordered by Cinch have not been received and is past the ETA |
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Purchasing Damaged Order |
Parts/Replacement received damaged |
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Purchasing Tracking |
Parts/Replacement have not been received and there is no tracking information in the job |
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Research Pending Order Equipment |
Parts/Equipment have not been ordered, and customer decision has been received |
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Research Process Error |
Delay is caused by a research processing error, such as missing information, not sent to research correctly, incorrect order, etc. |
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SP Provided Parts |
Parts/Replacement ordered by Service Provider have not been received and is past ETA |
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