Meeting Title: KB Database and Quick Links Sync Date: 2025-10-07 Meeting participants: Henry Zhao, Katie Sullivan
WEBVTT
1 00:00:49.740 ⇒ 00:00:52.139 Katie Sullivan: Hello, sorry I’m a couple minutes late.
2 00:00:52.540 ⇒ 00:00:56.909 Henry Zhao: No worries at all. I don’t think we need the first full 30 minutes anyway. How are you doing?
3 00:00:57.220 ⇒ 00:00:58.140 Katie Sullivan: Good, how are you?
4 00:01:00.700 ⇒ 00:01:01.510 Henry Zhao: Good, thanks.
5 00:01:03.040 ⇒ 00:01:04.300 Henry Zhao: Alright.
6 00:01:04.750 ⇒ 00:01:06.640 Henry Zhao: Okay.
7 00:01:08.740 ⇒ 00:01:12.110 Henry Zhao: So, I think we can jump right into it,
8 00:01:12.660 ⇒ 00:01:16.709 Henry Zhao: Can you give me some context on what the KB Database and Quick Links are?
9 00:01:28.430 ⇒ 00:01:30.629 Henry Zhao: I’m guessing KB is knowledge base? Is there, like.
10 00:01:30.630 ⇒ 00:01:33.760 Katie Sullivan: Maybe it’s not… right, I’m trying to understand this in the context of, like.
11 00:01:34.160 ⇒ 00:01:49.470 Katie Sullivan: what you’re asking. So yeah, KB is, like, our internal knowledge base, both for our agents, our team internally, and public-facing for, you know, customer-facing communications.
12 00:01:51.050 ⇒ 00:01:53.090 Katie Sullivan: It’s currently housed within Zendesk.
13 00:01:53.860 ⇒ 00:02:00.240 Katie Sullivan: I’m not 100% sure what the ask is for, like, the UTM stuff, but that’s the basis.
14 00:02:01.760 ⇒ 00:02:02.360 Henry Zhao: Okay.
15 00:02:02.790 ⇒ 00:02:03.360 Katie Sullivan: Yeah.
16 00:02:04.120 ⇒ 00:02:10.140 Henry Zhao: Do these, does the knowledge base or these quick links, do they convert any… Orders into order completed.
17 00:02:10.729 ⇒ 00:02:11.369 Katie Sullivan: No.
18 00:02:12.019 ⇒ 00:02:14.239 Katie Sullivan: These are purely, like, reference documents.
19 00:02:15.330 ⇒ 00:02:16.080 Henry Zhao: Okay.
20 00:02:18.200 ⇒ 00:02:20.389 Henry Zhao: Okay, let me ask Cutter.
21 00:02:24.390 ⇒ 00:02:28.279 Henry Zhao: I’m speaking with… Katie, now…
22 00:02:32.190 ⇒ 00:02:37.050 Katie Sullivan: I know he’s in, like, a Google meeting, so it might… he might be… Tied up.
23 00:02:40.520 ⇒ 00:02:41.630 Katie Sullivan: But…
24 00:02:48.910 ⇒ 00:02:52.990 Katie Sullivan: Yeah, I’m not seeing, like, what the KB… Has to do with it.
25 00:02:53.380 ⇒ 00:02:55.839 Katie Sullivan: But I’m, like, not a technical person, so I don’t know.
26 00:03:03.200 ⇒ 00:03:04.619 Henry Zhao: We’ll see what he says.
27 00:03:04.810 ⇒ 00:03:06.099 Katie Sullivan: Okay.
28 00:03:07.970 ⇒ 00:03:15.599 Henry Zhao: And then, if we do need to implement it for some reason, I will tag you in what you do need to look at.
29 00:03:16.160 ⇒ 00:03:16.720 Katie Sullivan: Yep.
30 00:03:18.460 ⇒ 00:03:22.630 Henry Zhao: It is in, I think… external…
31 00:03:23.780 ⇒ 00:03:25.660 Henry Zhao: I don’t know, so many things.
32 00:03:29.540 ⇒ 00:03:33.049 Henry Zhao: If we do need to set up UTMs, then there is a…
33 00:03:33.180 ⇒ 00:03:38.230 Henry Zhao: There’s a loom that I sent out that just needs to be, watched, basically.
34 00:03:38.610 ⇒ 00:03:39.120 Katie Sullivan: Okay.
35 00:03:39.120 ⇒ 00:03:41.460 Henry Zhao: So I’ll tag you if that’s needed.
36 00:03:41.460 ⇒ 00:03:43.060 Katie Sullivan: Perfect. Yep, perfect.
37 00:03:43.060 ⇒ 00:03:51.950 Henry Zhao: Other than that, I’m trying to build a refund dashboard for Qatar, just to understand, NCAC creep.
38 00:03:52.000 ⇒ 00:03:55.730 Katie Sullivan: I just wanted to know where you get this data prep. This is your data, right?
39 00:03:55.900 ⇒ 00:04:02.530 Katie Sullivan: This is my data, yeah, so it is a… .
40 00:04:03.910 ⇒ 00:04:05.030 Henry Zhao: Is it from Zendesk?
41 00:04:07.330 ⇒ 00:04:08.640 Katie Sullivan: Let me see…
42 00:04:08.890 ⇒ 00:04:18.669 Katie Sullivan: direct and unassigned traffic from Zendesk, but I’m still not sure, like, why any traffic would be coming through the KB. Anyway…
43 00:04:20.380 ⇒ 00:04:30.970 Katie Sullivan: For the refunds, this is a Slack workflow that the team fills out and auto-populates this sheet, so we can approve refunds and understand why people.
44 00:04:30.970 ⇒ 00:04:31.350 Henry Zhao: People are asking.
45 00:04:34.270 ⇒ 00:04:38.969 Henry Zhao: So, when it’s pending confirmation, we haven’t refunded it yet. So, like, this hasn’t been refunded yet.
46 00:04:39.250 ⇒ 00:04:53.270 Katie Sullivan: Exactly. We do need to come up with a process for going back and confirming, but if it’s pending confirmation, these would be pending… the order can still be canceled at the pharmacy. It can physically be not shipped out.
47 00:04:54.750 ⇒ 00:04:55.420 Henry Zhao: Okay.
48 00:04:56.320 ⇒ 00:05:00.809 Katie Sullivan: But we can adjust this to make it…
49 00:05:01.830 ⇒ 00:05:05.370 Katie Sullivan: make sense for you. Like, this is an easy lift for us to…
50 00:05:05.370 ⇒ 00:05:05.709 Henry Zhao: No, no.
51 00:05:05.710 ⇒ 00:05:06.140 Katie Sullivan: Okay.
52 00:05:06.140 ⇒ 00:05:06.780 Henry Zhao: No need.
53 00:05:07.010 ⇒ 00:05:12.029 Henry Zhao: I will check in, and I might have additional questions for you, but for now, I just wanted to get that basic understanding.
54 00:05:12.030 ⇒ 00:05:12.420 Katie Sullivan: Okay, yeah.
55 00:05:12.530 ⇒ 00:05:16.229 Henry Zhao: Of where this data comes from. If it’s Slack, let’s… okay.
56 00:05:16.410 ⇒ 00:05:16.850 Katie Sullivan: And then…
57 00:05:16.850 ⇒ 00:05:17.720 Henry Zhao: Like the re…
58 00:05:17.720 ⇒ 00:05:22.210 Katie Sullivan: refunds? I know that’s, like, an open field, so it’s gonna be hard to parse out, but,
59 00:05:22.380 ⇒ 00:05:26.930 Katie Sullivan: we can… Change that to a drop-down moving forward.
60 00:05:27.040 ⇒ 00:05:28.969 Katie Sullivan: Once we have those kind of, like, reasons…
61 00:05:28.970 ⇒ 00:05:29.549 Henry Zhao: For now.
62 00:05:29.710 ⇒ 00:05:30.720 Katie Sullivan: Okay, cool.
63 00:05:30.720 ⇒ 00:05:36.280 Henry Zhao: No need for now, I think I might have just some follow-up questions for you once I check that data.
64 00:05:36.660 ⇒ 00:05:39.559 Henry Zhao: Okay, that should be fine. And then what did purchase say?
65 00:05:45.610 ⇒ 00:05:47.710 Katie Sullivan: Care impact on reorder volume.
66 00:05:57.960 ⇒ 00:05:59.010 Katie Sullivan: Okay.
67 00:05:59.550 ⇒ 00:06:01.220 Katie Sullivan: Kind of makes sense?
68 00:06:04.280 ⇒ 00:06:05.649 Henry Zhao: To carry impact
69 00:06:07.400 ⇒ 00:06:13.710 Henry Zhao: Can you… can you share your screen and show me an example of these quick links? I think that’ll help me understand if we need it or not.
70 00:06:15.310 ⇒ 00:06:16.230 Katie Sullivan: I mean…
71 00:06:23.930 ⇒ 00:06:28.770 Henry Zhao: Anything that Cutter says might lead to reorders. So if there’s no bank, then there’s nothing to track.
72 00:06:29.460 ⇒ 00:06:31.290 Katie Sullivan: Yeah, so…
73 00:06:36.920 ⇒ 00:06:40.130 Henry Zhao: And then KB, if that’s the agent’s using it, I don’t think we would need to track that.
74 00:06:41.310 ⇒ 00:06:43.150 Katie Sullivan: Exactly. There is an element.
75 00:06:43.150 ⇒ 00:06:44.859 Henry Zhao: That wouldn’t be tied to the customer.
76 00:06:45.220 ⇒ 00:06:45.920 Katie Sullivan: Right.
77 00:06:46.290 ⇒ 00:06:51.470 Katie Sullivan: so… Can you see my screen?
78 00:06:52.180 ⇒ 00:06:52.830 Henry Zhao: Yep,
79 00:06:53.190 ⇒ 00:07:02.540 Katie Sullivan: Okay, so basically, this is our public-facing KB. We have a handful of public articles just for, you know.
80 00:07:05.810 ⇒ 00:07:18.420 Katie Sullivan: like, basically anything with a lock is not public, so they can see how to update payment methods, managing your plan, how do I reach out to you, if my order is delayed.
81 00:07:18.420 ⇒ 00:07:18.800 Henry Zhao: Stuff like that.
82 00:07:18.800 ⇒ 00:07:19.350 Katie Sullivan: that.
83 00:07:19.850 ⇒ 00:07:26.830 Katie Sullivan: But… I can pull reporting on how often this is, like, used, and it’s not frequent.
84 00:07:27.030 ⇒ 00:07:31.480 Katie Sullivan: For the most part, we’re talking… they’re talking directly to members.
85 00:07:31.650 ⇒ 00:07:33.280 Katie Sullivan: To… sorry, to agents.
86 00:07:36.150 ⇒ 00:07:37.630 Katie Sullivan: Does that help? Like, I don’t…
87 00:07:37.740 ⇒ 00:07:38.909 Katie Sullivan: I feel like I’m still not grabbing.
88 00:07:38.910 ⇒ 00:07:42.229 Henry Zhao: Can you click on one of those? Like, how to apply the credit to your order, maybe?
89 00:07:44.590 ⇒ 00:07:47.659 Henry Zhao: Is there any links in here that somebody could click to order?
90 00:07:48.410 ⇒ 00:07:49.000 Katie Sullivan: No.
91 00:07:49.200 ⇒ 00:07:50.830 Katie Sullivan: Not on any of them.
92 00:07:52.620 ⇒ 00:07:54.609 Henry Zhao: Okay, so this might be something for Mixpanel.
93 00:07:56.180 ⇒ 00:07:57.610 Henry Zhao: And how…
94 00:07:57.610 ⇒ 00:07:58.189 Katie Sullivan: Then you pulled her…
95 00:07:58.190 ⇒ 00:07:59.079 Henry Zhao: Reporting on this stuff?
96 00:08:00.290 ⇒ 00:08:01.120 Katie Sullivan: Sorry?
97 00:08:01.810 ⇒ 00:08:04.210 Henry Zhao: Where do you… where do you pull reporting on this?
98 00:08:04.210 ⇒ 00:08:04.710 Katie Sullivan: It’s just in…
99 00:08:04.710 ⇒ 00:08:05.200 Henry Zhao: Bet you did.
100 00:08:05.200 ⇒ 00:08:06.120 Katie Sullivan: Zendesk.
101 00:08:06.670 ⇒ 00:08:07.340 Henry Zhao: Okay.
102 00:08:07.830 ⇒ 00:08:15.479 Katie Sullivan: The links are only to, like, log into their member portal, so I guess, in theory, you could log into your member portal and, like.
103 00:08:16.630 ⇒ 00:08:17.460 Katie Sullivan: re…
104 00:08:17.460 ⇒ 00:08:17.910 Henry Zhao: Reorder.
105 00:08:17.910 ⇒ 00:08:18.430 Katie Sullivan: Porter.
106 00:08:18.430 ⇒ 00:08:18.860 Henry Zhao: Yeah.
107 00:08:18.860 ⇒ 00:08:21.289 Katie Sullivan: But it’s not directing people to that specifically.
108 00:08:22.400 ⇒ 00:08:23.060 Katie Sullivan: You know?
109 00:08:23.060 ⇒ 00:08:25.840 Henry Zhao: Okay, let me think about this.
110 00:08:26.200 ⇒ 00:08:32.019 Henry Zhao: For now, you don’t need UTM, but let me think about how I would track this if I needed to track it.
111 00:08:32.919 ⇒ 00:08:39.859 Katie Sullivan: Okay, yeah, and I can send you, like, reporting on it, but it’s, it just lives within the Zendesk, like.
112 00:08:40.139 ⇒ 00:08:43.019 Katie Sullivan: explore… Reporting.
113 00:08:44.340 ⇒ 00:08:50.260 Henry Zhao: When you said quick links, are you talking about the links inside this knowledge base, or is it something else?
114 00:08:50.540 ⇒ 00:08:59.480 Katie Sullivan: I think it must be the links inside, but it’s literally only just saying, like, log into your portal, go to your account, like, do all of those transactional things yourself. Like, this is, like, the self-service.
115 00:09:04.940 ⇒ 00:09:06.599 Katie Sullivan: So yeah.
116 00:09:12.600 ⇒ 00:09:16.419 Henry Zhao: Okay, I will… I will do some research and see how we want to do this.
117 00:09:16.590 ⇒ 00:09:17.340 Katie Sullivan: Cool.
118 00:09:17.340 ⇒ 00:09:18.570 Henry Zhao: Thank you, this is really helpful.
119 00:09:18.930 ⇒ 00:09:22.309 Katie Sullivan: Was it? Okay, good. Let me know how I can help. See ya.
120 00:09:22.560 ⇒ 00:09:23.430 Katie Sullivan: Bye.
121 00:09:23.430 ⇒ 00:09:24.410 Henry Zhao: Sounds good. Thanks, Katie.