How should we handle a client who wants the same plan they purchased one year ago?
⚡Quick answer -
The next step depends on whether the client is buying a new plan or renewing an existing one.
• New plan: The sales team should check the Accounts Panel. If the identical plan is still available, it can be offered to the client.
• Renewal: The sales team must send the details to the Success team via chat or email. The Success team will then determine whether the same plan can be provided.
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What happens to panel features when a client downgrades their plan?
⚡ Quick answer - Any feature that exists in the current (higher) plan but not in the new (lower-tier) plan must be removed before the downgrade, or the system will keep it active and continue to bill the client as an extra (chargeable) add-on. When ...
How should an agent handle a client’s security-deposit payment—and what if the deposit is wrongly settled?
⚡Quick answer • Correct handling: Do NOT settle any amount received as a security deposit. Instead, raise a Zoho CRM ticket (Payment Tracking) so the Accounts Team can record and manage the deposit. Advise the client to pay by NEFT, RTGS, or IMPS; ...
Can a client who paid last year but never used the service activate it now, and what do I need to do?
⚡Quick answer - Activation might be possible. Confirm: (1) the client’s reason for non-usage and (2) whether they ever asked Sales or Support for a late start. In both cases, discuss the final decision with your Team Lead (TL) before replying to the ...
Can I change a client’s plan in the middle of the month, and how does it affect billing?
⚡ Quick answer - Yes. You can upgrade or downgrade at any point in the month. The new plan starts immediately, the entire month’s usage is recalculated under that plan, and any features you drop are billed separately as a One-Time Charge (OTC). When ...
What payment modes can MyOperator clients use, and how does each one work?
⚡ Quick answer - There are 6 payment modes (listed in priority order): Billing section of the MyOperator panel Auto-settlement payment link (via BAN or via registered contact number – anonymous link) Auto-generated emails with payment links (Monthly ...