TOT Review - Customer Translations and Email Snapshots

TOT Instructions

Instructions for TOT folks to follow before sending:

** Note this template is for customers who use Token of Trust to do the review. If the customer are using Vendor Review use this document.

Make a GSuite folder for the customer if one does not already exist (Title: Customer Name - appDomain) - search for their appDomain if you’re not sure.
Place it on Google Drive in this directory: Customer Shares
Share the folder with key representatives of the customer’s organization. Here we recommend that you turn off the email notification that Google sends with an invitation to the file and write something more personalized to them/us (see below).
Make a copy of THIS document if the customer is using Token of Trust reviews (otherwise use this document) . (It and others you might need can be found in _Templates for Customers.)
Rename the document and move it into the folder you just created.
Copy the Customer Email Example into an email to the customer - but don’t send yet.
Take a moment to peruse the document - delete any sections you’re sure don’t pertain to the customer - especially the top section down to the part titled "---- Remove to here before sharing ----".
Send the email to the customer.

Customer Email Example

Copy/Paste into an email to the customer.

Hi ,

Here’s a document outlining some of the dialogs and emails that you might want to customize before you go live. They may not all pertain to you but please take a few moments to review. If you’d like to have anything changed - follow the directions in the document and send a note to support@tokenoftrust.com. They can also help if you’ve got any questions!

The Case for Automation

Costs (~2 hours)

(10 minutes) SDR to find these instructions (sometimes asking support). Then following the instructions, tailoring them to the customer and sending out the email.
Customer goes through everything (maybe) and sends us what they’d like to change.
(45 minutes) Support making changes to api keys, with one cycle back to the customer for clarification.
Additional changes over the lifetime of the customer (1 hour).

Risks (Moderate/High)

(Moderate/High) One time out of 4-5 we mess up the json file which causes errors on our servers.
Customers may not like or be thrown off by the theme/logo we show - we should show theirs and show their changes.

Instructions

Token of Trust works hard to get messaging right. We’ve tweaked and tuned over time to get things right for most situations. However, sometimes there are words that will make more sense for your situation.

In the sections below are different emails and views that we’ve found make most sense to review before you go live.

If you’d like to have anything changed

Leave the original copy, and add your suggestions under the “Changes” heading in each section below. Feel free to skip any items you don’t need to change.

When you’re finished customizing your copy, please send us an email to support@tokenoftrust.com with a link to this document. If you don’t make any changes it’s okay to send us a quick note “Looks perfect. We’re not making any changes at this time!”

Key Screens

The Review / When the User has Submitted Everything

After the user has submitted everything this screen is displayed to let them know what to expect next.

Verification Submitted

Nice Work! It can take up to 5 business days to process your verification. Please watch your email (the email). We will let you know when the process is finished and of course if we run into any problems.

Internal Use Only:

verifications.realWorld.submitted.title

verifications.realWorld.submitted.body

Changes:

If you are happy with this message, that’s great. If you want to make changes, type the adjusted message here:

Emails

The sections below outline emails that are sent to the end user. Not all may be relevant to your situation but they take just a moment to go through. We’ve included a sample screenshot as well as the copy to make it a bit easier to modify.

First Invitation

This is the invite the users will see when you first invite them.

Subject line: Verify your identity for {YOUR COMPANY}

<NAME>, let’s

get started…

We partner with Token of Trust to verify your identity in a safe and secure way that only takes a few seconds.

Order <your order number>

Button: Verify me

Internal Use Only:

email.vendor.verified.initial.subject

email.vendor.verified.initial.intro

email.vendor.verified.initial.header

email.vendor.verified.initial.topMessage

email.vendor.verified.initial.callToActionText

email.vendor.orderNumber

Changes:

If you are happy with this message, that’s great. If you want to make changes, type the adjusted message here:

Questions Section

At the bottom of every email we show the customer a means to contact you in case they have questions. We highly recommend you supply a phone number or email address here. You may also personalize the message with the name of a support contact which we’ve found is a nice touch even if that person won’t always be the person responding.

For emails:

Questions? Write us at yourCustomerCare@yourcompany.com.

Internal Use Only:

email.questions.header

email.vendor.questions.callMessage

email.vendor.questions.emailMessage

Changes:

If you are happy with this message, that’s great. If you want to make changes, type the adjusted message here:

[ CHANGES HERE ]

Reminder Invitation

This is the invitation the users see when they are reminded to finish their verification.

Subject line: Verify your identity for {YOUR COMPANY}

<NAME>

we need your help…

We cannot proceed because we’re waiting for you to get verified.

Order <your order number>

We partner with Token of Trust to verify your identity in a safe and secure way that only takes a few seconds.

Button: Verify me

Internal Use Only:

email.vendor.verified.reminder.subject

email.vendor.verified.reminder.intro

email.vendor.verified.reminder.header

email.vendor.verified.reminder.topMessage

email.vendor.verified.reminder.callToActionText

email.vendor.orderNumber

Changes:

If you are happy with this message, that’s great. If you want to make changes, type the adjusted message here:

Request for More Info / Correction

This email is sent to the customer when something isn’t quite right with their verification and we need them to supply additional information - generally another photo or document.

Subject Line: <Customers Name> please help us complete your Verification!

We're contacting you because we had some problems while trying to complete your verification. Please click on 'Complete Verification' below to help us fix the following issues:

Button: Complete Verification

Internal Use Only:

email.reviewComplete_MoreInfoRequired.subject

email.reviewComplete_MoreInfoRequired.bodySendMoreDetail

Changes:

If you are happy with this message, that’s great. If you want to make changes, type the adjusted message here:

Declined “Order”

This email is sent to the customer when you want to decline their order.

Subject line: <customer’s name> were unable to verify your ID!

<NAME> we’ve

declined your order…

We were not able to approve your order at this time and are closing it out. If you have any questions about why this happened please contact us.

Internal User Only:

email.vendor.reviewComplete_Failed.subject

email.vendor.reviewComplete.failed.intro

email.vendor.reviewComplete.failed.header

email.vendor.reviewComplete.failed.topMessage

email.reviewComplete_Failed.subject

email.reviewComplete_Failed.bodySendMoreDetail

Changes:

If you are happy with this message, that’s great. If you want to make changes, type the adjusted message here:

Approved “Order”

This email is sent to the customer when they have been verified.

Subject line: <customer’s name> we have completed your verification

This is just a quick note to let you know we have completed your verification. You don't need to take any further action. <Vendor name> will be in touch with you regarding next steps.

Internal Use Only;

email.reviewComplete.subject

email.reviewComplete.bodySendMoreDetail

Changes:

If you are happy with this message, that’s great. If you want to make changes, type the adjusted message here: