Trial Account
Retention Tactics:
Always attempt to resolve the reason for the cancellation request prior to cancelling the customer’s account. See below common tactics to help fix the customer’s issue.
The TeenSafe system will not accept my Apple ID and Password. The Device will not list for setup.
- Reply: Explain that the teen’s device will need a manual backup done by Apple to get the device to list for setup. Ask if the customer would like to have the instructions sent to them by email to complete this manual backup.
All I see is old data, nothing current.
- Reply: Explain that the reason for this is that the teen’s device has not been backed up by Apple recently. The user will need to do a manual backup of the teen’s device. Ask the customer if they would like to have the instructions sent to them by email to complete the manual backup. Also let them know that Apple will do an automatic backup once a night as long as the teen’s device has the iCloud Backup setting turned on, the device must be plugged into the wall recharging, the device needs to have WIFI connectivity, and the device cannot be in use at all, so that Apple can complete the backup without interruption
I do not have the Apple ID and Password.
- Reply: Ask the user if they will be able to get this information? Do they need more time to retrieve this information? You can suggest that they may need to make up a story to the teen that they need to have this information for the warranty of the device. (This one seems to work the best). If the user would like more time for the trial, then assign the ticket to Jim Dolliver to deal with the trial time line
I have no access to the teen’s device.
- Reply: Ask if and when they think they may have access to the teen’s device? Do they need more time to have the access to the teen’s device? If the user would like more time for the trial, then assign the ticket to Jim Dolliver to deal with the trial time line.
I cannot see deleted data.
- Reply: Explain that TeenSafe will be adding this feature to the iPhone service by the end of December, as currently Apple does not record the deleted data. Ask the user what type of iPhone does the teen have and what is the iOS software version currently on the device? If the device is a 4s or 5 with the newest iOS 7 or higher software, explain that there are no other services that support this software at this time and that TeenSafe is the only solution to monitoring this software.
The data is not in real time.
- Reply: Yes, Apple does not allow monitoring of any kind on their devices. To be able to monitor the teen’s device without jail breaking the device TeenSafe is the only solution. Ask the user what type of iPhone does the teen have and what is the iOS software version currently on the device? If the device is a 4s or 5 with the newest iOS 7 or higher software, explain that there are no other services that support this software at this time and then TeenSafe is the only solution to monitoring this software.