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Welcome to our Support Center
HOP Doc 2 – KAT Inbox Management for the Crew & Opps Team
DOWNLOAD THE FULL TRAINING & REFERENCE PDF HERE & SEE SUMMARY BELOW
HOP = Human Operating Procedures
- All Hop Docs can be found in the Live Smart Connect Support Portal HERE and you can request updates with this form. Updates must be approved by a team leader before publication
Purpose
- To Provide Crew Members with step-by-step directions for interfacing with KAT as needed to resolve Fan issues and/or answer Fan questions that KAT is unable to address.
- To set clear parameters for Crew members to know when to respond as a “live” person to Fan’s needs and wants.
- To provide a resource for FAQ’s by Fans and Crew.
- To provide tracking for process updates and improvements.
Expected Response Times
It is expected that someone from the Crew will be monitoring KAT’s inbox, reviewing at least once per hour and responding to notifications within 2 minutes when the fan is awaiting a response.
Responsible Crew
As assigned by Leader overseeing KAT and Customer Service Initiatives
- Crew/Opps: All other KAT requests Eg – Support, Invoice Folio, F&B etc.
- General Lobby Crew
- Food & Bev Mgr & Crew
- NOTE: A member of the sales team will be checking in and handling all items related to: Room Reservations, Meetings, Events, Parties & Celebrations and can be reached at Info@innatgreatneck.com