How to Onboard a New CX Team Member to Tools & CRM

🎯 Purpose:

To ensure every new Customer Experience (CX) team member is properly onboarded to all required tools, with access, basic training, and usage protocols.

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🪜 Step-by-Step Onboarding Process

🧾 Step 1: Access Provisioning (Day 1)

Ensure the following access is created:

Tool	Access Needed	Who Provides
CX Genie (cx.cashkr.com)	Agent login to handle tickets	CX Manager
Admin Panel	View/limited access (based on role)	Ops or Tech team
Cashkr App (Customer + Vendor)	Download to test and understand flows	Self-install
Shared Email ID / Gmail	If needed for support responses	HR or Admin
Slack/Chat Tool (if used)	For team communication	Admin/HR
Training Notion/LiftOS Docs	SOPs, Templates, FAQs	CX Manager

🎓 Step 2: Tool Walkthrough (By Senior or CX Lead)

Deliver hands-on training:

• How to log into CX Genie and assign/respond/resolve tickets

• How to search and review orders in Admin Panel

• Understanding the order flow (lead → booking → pickup → payout)

• Where to find support scripts, SOPs, and common replies

🧪 Step 3: Practice Round (Shadowing)

• Let them observe 5–10 live chats/tickets

• Assign mock tickets with sample queries

• Review how they respond using templates/SOPs

🔒 Step 4: Compliance & Etiquette Briefing

Train on:

• User privacy (never share or save personal info)

• Tone guidelines (friendly, professional, non-argumentative)

• Escalation protocol and ownership handling

• What not to say (e.g., “We don’t know”, “Not our problem”)

✅ Step 5: Go Live & Daily Check-In

• Assign real cases (with backup support)

• Maintain a buddy system for 1 week

• Ask for daily check-in report: “What I handled, what I learned, doubts I have”

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🗂️ Documentation Checklist

✅ Must Know Before Go-Live
Ticket lifecycle in CX Genie
SOP for key complaints (price, pickup delay, vendor behavior)
How to escalate to Ops/Tech/Founder
Where to find templates/scripts
How to update disposition statuses