My Account Helpful Scripting

What is My Account:

The LifeSafer My Account is an easy-to-use tool our clients can use to manage their account. My Account will allow clients to make real-time changes to their account, update contact and billing information, confirm and reschedule appointments. Clients can also access useful resources, user manuals, and helpful videos.

Benefits of the My Account:

• Conveniently and quickly view, schedule, change, and cancel appointments

• Securely view and set up payments

• Add or change payment methods

• Access handy resources about your device – videos, user guides, and troubleshooting – all at your fingertips

• Easily stay on track with automatic notifications about appointments

• Manage your profile should personal information change

Scenario Scripting:

Client calls to confirm their next appointment…

● I’d be more than happy to assist you with this, I just want to remind you that this can also be done online through My Account. Have you had a chance to access your account yet?

Client calls to reschedule their next appointment…

● I’d be more than happy to assist you with this, I just want to remind you that this can also be done online through My Account. Have you had a chance to access your account yet?

Client calls to update account information…

● I’d be more than happy to assist you with this, I just want to remind you that this can also be done online through My Account. Have you had a chance to access your account yet?

At the end of the call - Closing

● I want to make you aware of our My Account, where you can manage your account and schedule appointments. Have you received an email to register your account?

○ Yes - Great, feel free to access My Account to view your account and access additional helpful features that our clients love.

○ No - Allow me to confirm the email address we have on file for you, If the email address is incorrect - we will send a registration email to reset your password.

My Account Issues - What to do

If a client is calling in stating they are experiencing any of My Account issues listed below, agents will submit a request UTR/Form > CSG > Client Portal Issues

• Issues logging in

• Incorrect Info/client not able to update