Verifying the App Version

Purpose: To determine if the customer has all the latest updates Available to: All Spotio subscribers Goal: Make sure that customers have all the updates and latest bug fixes that we may have implemented to insure proper operation of Spotio. The Process: When is it appropriate to ask what app version they have? If the issue they are experiencing is one that you know was previously fixed by our devs team If while troubleshooting you determined through intercom that they have an older version(always verify the version with themas this may not be accurate at all times) How can the customer determine their app version? The app version is located in the about section within the mobile app. They will go to their Settings>About>App Version. Either have the customer provide you with the number or send you a screenshot if possible. If the customer has the wrong app version they can update it 2 ways. By going to the app store or google playstore, search Spotio and select “Update” OR By uninstalling and reinstalling the app Scenario 1: Customer “My pins aren’t saving, no one else on my team is experiencing this issue. Do you know what could be causing this to happen?” You “Just to clarify you stated that you are the only one on your team experiencing this issue? When was the last time you’ve updated your app? If possible would you mind sending me a screenshot of your about sectio?”  Scenario 2: Customer “ I haven’t done any updates since i’ve been using the app. Yes that  is correct, no one else is having issues. {Screenshot sent” You “Ahhh, I think I may have found the issue, looks like you are on a later version of Spotio, we have since updated the app. (Provide update instructions)