Team Meeting - October 26, 2023

Created by George Picardal, Modified on Thu, 26 Oct, 2023 at 8:33 AM by George Picardal

Team Meeting Agenda

Date: October 26, 2023

Time: 10:00 AM Israel Time | 3:00 PM Manila Time

Location: Slack: Fortect Support Team Channel

Meeting Agenda:

Urgent | Trending Issues

Bitfender blocking Fortect – we have received multiple reports that some users are having issues with running Fortect as Bitfender is blocking it completely, placing Fortect in quarantine.
License Key Issues – users are reporting that they’re not able to use the license keys after reinstalling Fortect or replacing any components in their system.

Action: For any emerging issues, kindly request log files on every occasion. Promptly obtaining these log files enables us to proactively address these concerns, ultimately enhancing the user experience by swiftly identifying and resolving any potential problems.

Action: Please report these kinds of issues in Slack, making sure to include the ticket number, a detailed description of the problem, and the number of times you've come across these issues.

Account Verification and Info Gathering

Discuss the importance of verifying customer accounts, especially email addresses, to ensure accurate communication and support.

DLL Issues Resolution

Explore strategies for effectively addressing DLL issues, which are a core function of Fortect.
Highlight the provision of manual fixes and the need to collect log files for better troubleshooting.

Handling Competing or 3rd Party Applications

Clarify the approach for dealing with competing applications or third-party software to ensure consistency and alignment within the team.

Personalized Customer Communication

Celebrate the significant improvement in personalizing communication with customers.
Commend the entire team for their efforts in enhancing customer interactions.

Reminder: Offering Free License Keys

Remind the team about the opportunity to provide up to 2 free license keys to customers in exchange for positive TrustPilot reviews.
Outline the process for customers to provide screenshots and initiate contact with Amit to obtain the keys.

Top Agent Recognition for October: Mikey

Mikey as the top agent for the month of October.
Sharr Mikey's impressive performance statistics, including 635 tickets created and 622 tickets resolved.
Bonus for Mikey in acknowledgment of his outstanding contributions.