GimMe | Internal Support Communication

Part 1: Memo from Product Team at GimMe

Objective: Review memo from Product, and draft a Knowledge Base article for GimMe Customer Support Agents. List any questions or assumptions you'd ask the stakeholders.

GimMe is partnering with VIN Audit to provide users with more information about cars posted on GimMe. Posting in the Cars & Trucks category will now include an VIN number field. If a seller enters their VIN number the Title and Accident Report information will appear in the Item Details for that posted vehicle. This will also offer users a link to purchase the full vehicle history report via VIN Audit. The email address that Customer Support can share with users who have questions about their report is help@va.com.

Expect that we should create a macro for Support so they can redirect users to VinAudit for questions. Note: the seller can remove this information by editing the item and removing the VIN. (But we don't necessarily want to encourage them to do this.) When a buyer purchases the report they will see the report in their mobile screen. They will also receive an email from VinAudit (VinAudit.com ) which includes a link to the report as well as a PDF attachment.

Expected release: Sept 10th

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Part 2: Pre-Launch KB Article

Partnership Update: VIN Audit x GimMe - Pre-Launch Knowledge Base Article

Key Details:

• Beginning September 10, 2025, GimMe is partnering with VIN Audit to provide customers with more information about vehicles posted in the Cars & Trucks category. 

• Sellers will now have the option of entering a VIN number when creating a listing.

• If provided, the following will display in the listing details:

  • Vehicle title information

  • Accident history

  • A link for buyers to purchase the full VIN Audit report with additional information

Pre-Launch Toolkit for Support:

• New Macros: to ensure unified messaging and prompt responses to customer inquiries, we have created two new macros available now in Zendesk.

  • VIN Audit Partnership - FAQ: directs customers to Help Center FAQ 

  • VIN Audit Partnership - Contact VIN Audit Support: directs customers to help@va.com for further questions about their VIN Audit report 

• Case Categorization: mark as Issue Type: Partnership > Sub-Category: VIN Audit for tracking. 

• Enablement Resources: please review the VIN Audit Partnership FAQ located in the Help Center no later than EOD September 9. It will be available internally by September 1. Additionally, all internal stakeholders including Support team members have been added to the vin-audit-launch Slack channel. 

• Escalations: if the Seller indicates the VIN Audit information is inaccurate, or any other issue with the report itself, such as report failure, refer them to contact VIN Audit support using the macro noted above. If a bug or other issue is identified within the GimMe platform itself, escalate to Tier 2 for additional troubleshooting. 

• Note: Sellers may remove the VIN from their listing by editing the item, though we should not encourage this behavior.

• Questions? Check out the vin-audit-launch Slack channel. Here, you can review the channel canvas, review previously asked questions and answers, or ask new questions. 

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Part 3: Stakeholder Questions & Assumptions

Stakeholder Questions (assumed responses italicized):

• Should agents categorize VIN Audit cases for tracking in Zendesk? Yes.

• Will a FAQ on the VIN Audit partnership be available in the Help Center before launch? Yes, it will be available internally by September 1. It will include presumed customer FAQs and sample screenshots of the customer view on listings where the VIN has been provided for both clean and unclean titles. It will also include a sample screenshot of a purchased VIN Report from the VIN Audit website. Please ensure agents have familiarized themselves with this FAQ prior to the September 10 launch. 

• Are there any other pre-launch resources? Yes, all stakeholders including Support will be added to a new Slack channel #vin-audit-launch by EOD Friday. Any questions should be directed to that channel until further notice. 

• Is there a scenario where we expect Tier 1 agents to need to contact VIN Audit directly, on behalf of the GimMe customer? Not at this time. Tier 2 may need to do this but Partnerships will work with them directly if this becomes necessary. 

• Is the VIN number field optional? Yes.

Additional Assumptions: 

• Stakeholders who responded to the questions above include members of the Product and Partnerships teams. 

• We will publish a VIN Audit Partnership FAQ internally by September 1, and it will go live to customers on launch day, September 10. Directing Support team members to this longer enablement resource that includes visual aids (screenshots) will keep the internal KB article high-level (“need-to-know”) and succinct. 

• We will create macros as noted in the memo prior to September 10. 

• Zendesk is set up to categorize cases as noted in the memo. 

• Slack is being used as a communication hub for crowdsourced info sharing. 

• The VIN Audit team is aware of this partnership and prepared to field requests from shared customers, including failed or inaccurate reports. 

• Tier 2 is proficient in troubleshooting potential UI bugs, working with Product/Engineering via Jira if necessary, and there is an existing process in place for escalating cases of this nature to Tier 2 including a feedback loop with impacted customers. 

• Tier 1 handles general inquiries, Tier 2 handles bug/defect escalations. 

• We are referring to a VIN as a “VIN number” as a stylistic choice to match colloquial speech.   

• Since this is a pre-launch “toolkit” KB article, it will be updated shortly after launch to reflect any lessons learned or additional info/workflows needed to support this customer base. 

• This article is published and distributed to agents in late August, a few days after communicating with stakeholders, which allowed time for the creation of resources.