Description:
B2B clients and B2B partner Premium Sports will contact Customer Service via mail address help@business.dazn.com to enlist assistance from CS regarding technical support related to their existing account or with issues accessing PPV entitlement.
Tools needed:
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Salesforce
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Zendesk (to come)
Step by step guide:
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B2B clients and B2B partner Premium Sports will be provided the pre-existing mail address of help@business.dazn.com to contact CS regarding account access issues, streaming issues, PPV entitlement issues, or any general concerns the client or the partner may have concerning the account.
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These contacts will be routed into B2B Salesforce and will be routed to the Canada CS email queue and will be worked by CS agents in order to resolve the outstanding issue.
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These cases are to be treated as priority once received due to the nature of the client and the impact that the existing issue could present to their establishment.
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Issues are to be handled using pre-existing troubleshooting steps and the agent should follow the pre-approved escalation guidelines as outlined within this article How to Escalate cases to DSC/Incident Escalation. Should there be an issue that needs to be escalated to DSC, please ensure that the proper DSC channel is utilized.
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Should there be a situation where the client or partner is requesting verbal communication, please follow the procedures outlined by management on how to handle said request.