Vendor Review - Customer Translations and Email Snapshots

TOT Instructions

Instructions for TOT folks to follow before sending:

** Note this template is for customers doing vendor review. If the customer is using Token of Trust to 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 doing Vendor Review (otherwise use this document). (It and others you might need can be found in _Templates for Customers.)
Rename the document (“<App Title>: Token of Trust Customizations and Email Snapshots”) 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 ----".
Before you send this out you should use the partners API keys to send yourself a test invitation from the Token of Trust dashboard (app.tokenoftrust.com/signup/dashboard). Ensure the branding is correct and take a screenshot of it . Place it into the ‘First Invitation’ section below to ensure they have an image of their branding for that first section.
Finally customize and send the email to the customer from ‘Customer Email Example’.

Customer Email Example

Copy/Paste into an email to the customer. This should go to all parties noted in the white glove service.

Good morning -

We’ve been putting some of the final touches on your Integration this morning. Everything is going smoothly and we look forward to our launch meeting today.

While it is not required we recommend that you take a look at this document outlining some of the key dialogs and emails that you might want to customize before you go live: <link to the customer version of this document after adding share privileges - when you share deselect the option to send an email>

These dialogs cover a variety of use cases not all of which might pertain to you immediately 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.

Also note that this support email is the first and best place to get help should you need anything moving forward.

All the best,

Darrin @ support@tokenoftrust.com

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 right away but they cover some edge cases that are likely to eventually come up. We’ve included a sample screenshot as well as the copy to make it a bit easier to modify.

Note that the colors and branding in all of the emails will be yours. However, we populate only the ‘First Invitation’ below with your branding as part of this template - so if you see anything related to branding or colors you would like to change please let us know. For the remaining sections - we ask you to ignore the placeholder branding that we’ve used below and instead just look at the messaging.

First Invitation - (does not apply to integrations).

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: <customer’s name> please help us complete your verification

<NAME>

we need your help…

We’re not able to approve your order just yet. Generally this is because one or more of your photos was missing, too dark or blurry. Please click the link below to help us correct the following issues:

Button: Complete Your Order

Internal Use Only:

email.vendor.reviewComplete_MoreInfoRequired.subject

email.vendor.reviewComplete.moreInfo.intro

email.vendor.reviewComplete.moreInfo.header

email.vendor.reviewComplete.moreInfo.topMessage

email.vendor.reviewComplete.moreInfo.callToActionText

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 you approve their order.

Subject line: <customer’s name> congratulations your ID is approved!

<NAME>, we’ve

approved your order…

We’re working hard to get your order out the door and into your hands as quickly as possible. You don’t need to take any further action but if you have any questions please let us know. Thanks you for being a valued customer!

Internal Use Only:

email.vendor.reviewComplete_Approved.subject

email.vendor.reviewComplete.approved.intro

email.vendor.reviewComplete.approved.header

email.vendor.reviewComplete.approved.topMessage

email.vendor.reviewComplete.approved.secondMessage

Changes:

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