Overview
Use this article as a guide for educating your support team on the ins and outs of Extole and your program.
What is Extole?
Extole powers the technology behind your company's engagement program.
What is a Refer A Friend program?
A referral program rewards existing customers when their share your brand with their friends and family and their referral becomes a new customer.
For example, "Refer a friend, get X."
A reward is given to both the "Advocate" (the existing customer making the referral) and their "Friend" (the person being referred who becomes a new customer).
About the Extole Customer Support Team
The Extole support team is based out of San Francisco, CA (PST).
Support Center Hours: Monday–Friday, 9:00 AM–5:00 PM PST (excluding scheduled holidays)
All communications are handled via email and through a ticket-based help system.
When to Escalate a Customer to Extole
When you receive an inquiry directly related to your program, attempt to resolve the questions on your own before escalating to Extole Support.
It may be helpful to read the program terms and conditions set by your company.
If your company created an FAQ for your customers, become familiar with the answers and direct customers to it as needed.
Common questions/issues:
How do I refer my friend? For customers looking to sign up and participate in the program. Direct the customer to the program URL, point out any relevant CTAs they can click on, and explain the sharing channels.
I referred my friend. When will I get my reward? An advocate asking when they will receive a reward for referring their friend. First, ask the customer how long ago their friend transacted (made a purchase, signed up for a trial, submitted a quote -- whatever the rules of your program may be), and determine if the pending period has passed or not. If it has not yet passed, inform the customer that their reward will be sent after the pending period for qualified referrals. If the pending period has already passed, you will need to use My Extole Support.
Why didn't I get my reward? An advocate or friend asking why they haven’t received a reward. Ask the customer if they met all of the referral requirements (e.g., they didn't refer themselves, the friend is not an existing customer, participants are US residents, the order was not returned, the order met minimum cart value of $X, etc.). If they met all the requirements and did not receive their reward and have passed the pending period, you will need to use My Extole Support.
How do I opt-out of the referral program? For customer’s who want to unsubscribe from referral communications. At the bottom of their most recent referral email, have the customer click on the unsubscribe link.
When in doubt, send the customer a link to the program terms and conditions for more information.