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OPS HANDOFFS LAUNCH

11.20.23

Objective: To replace our #sme_questions slack channel with a more efficient, trackable method for handing off Ops assist requests in Zendesk.

Benefits: Fewer steps for the CS agents; keeps everything inside the ticket thread!

Level setting: The Ops team owns the task; But the agent still owns the customer

Go to the next page

To find out how….

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What does the current communication look like?

All Ops related concerns and questions are posted in the #sme_questions slack channel everyday.

These include but not limited to: order status, billing, referrals and returns etc

SLACK CHANNEL

COMMUNICATION

CONS OR DISADVANTAGES

Communication threads are hard to track
Not organized

Current Process

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J categorized in this table different types of Zendesk Group Assignments dedicated to our Ops team. These assignments are LIVE for when we launch the new hand off process to the CS TEAM.

CS OPS: Retail Team

CS OPS: Referrals Team

CS OPS: Warehouse Team

CS OPS: Returns Team

CS OPS: Billing Team

CS OPS: Tech Team

NOTES

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OPS HAND OFF LAUNCH (CHECKLIST: THINGS THAT NEEDS TO BE DONE)

OPS HANDOFFS LAUNCH- CS TEAM GUIDE

Category	Concern	Manual HandOff	Internal Note	TICKET STATUS			ZD GROUP
Category	Concern	Manual HandOff	Internal Note	OPEN	ON-HOLD	SOLVE	ZD GROUP
Retail Transactions	TARGET	✅	Indicate if CX is requesting a refund. Indicate where the product was purchased Reminder: Handoff is only for Refund Requests	✅			CS Ops: Retail Team
	Walmart	✅		✅
	PetSmart	✅		✅
Friend Referrals	Validation Requests	❌	Validation Requests: N/A		✅		CS Ops: Referrals Team
	Broken Referral Links	✅	Broken Referral Links and Invalid Referral Codes: Indicate who is having an issue with the referral (Advocate or Friend) Indicate what is the issue Indicate the Referral Code if given	✅
	Invalid Referral Codes	✅		✅
Warehouse Outreach	Order Ship Status	❌	N/A Reminder: CS will utilize Side Conversation> Tickets. This means CS will directly email CS Ops.		✅		CS Ops: Warehouse Team
	Order Cancellations	❌			✅
	Order Prioritizations	❌			✅

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CATEGORY	Concern	Manual HandOff	Internal Note	TICKET STATUS			ZD GROUP
CATEGORY	Concern	Manual HandOff	Internal Note	OPEN	ON-HOLD	SOLVE	ZD GROUP
Returns Processing	Return Status	✅	Indicate if CS wants to confirm return status before refunding the order	✅			CS Ops: Returns Team
	Eligible DTC Orders	❌	Return Label Requests 1st Approved Returns: N/A Reminder: No changes. CS will continue to solve the ticket as per usual. No manual hand offs to CS Ops. For returns on separate orders: Only 1 order should be entered in the ticket field. Indicate the additional orders on the internal note. Indicate if it’s a 2nd, 3rd or so return request of the same order Indicate if it’s an additional return request for orders with multiple shipments			✅
	Return Label Requests	❌				✅
Billing Issues	Unknown Charges	✅	Name: Email Address: Billing Address: Amount: Charge Date: Last 4 of card: Card expiration date: Brand of card: Country: US/CA/MX	✅			CS Ops: Billing Team
	Charge Disputes	✅	Indicate Order Number More details on CX Charge Dispute concern	✅
	Fraud Claims	✅	Indicate Order Number More details on CX Fraud Claims	✅
	ARN	✅	Indicate Order Number More details ARN Request	✅

Technical Help	Website Errors Customer Portals Error Message Received	✅	Indicate: Website: US/CA/MX Specific issue Error Message Troubleshooting Steps Taken Type of Device Type of Browser More details	✅			CS Ops: Tech Team

OPS HANDOFFS LAUNCH- CS TEAM GUIDE

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New Process

Step by Step

Guide

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Step 3

Once the CX replies with the information, the CS agent will now change the assignee from their name to CS OPS: BILLING TEAM

Next steps:

Agent needs to include an internal note. Agent needs to complete all the necessary details so the OPS team can understand what we need to get from them

Then submit the ticket as OPEN

Step 1

The agent got a handoff ticket about EX: BILLING ISSUES: UNKNOWN CHARGES

The OPS Team provided us with the following template that we need to ask from the customer, as shown above.

Step 2

The CS agent will then need to respond to the customer using the right language, combined with the list of questions that we need from them. The agent also need to give the customer a heads up that we are already working on with their request.

Next steps:

Tag the ticket accordingly
Then submit as pending
Wait for the customer to respond

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Step 6

The CS Rep will now:

Respond to the customer with all the information that they received from OPS

Note: If there’s no other concern and the CS rep is able to cater all the necessary concerns the ticket can now be submitted as solved

Step 4

The ticket will be routed to the OPS Team’s bucket. Once they have the information you need, one of them will leave a message in the internal note then assign the ticket back to the original CS rep.

Ticket status: OPEN

Step 5

The CS rep will now check the internal note to get the information and any additional instructions from the OPS TEAM, before replying to the customer.

Click this button for the sample ticket

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HEADS UP TEAM!

No Hands Offs to CS: Operations Team.

Reason: Concerns that need CS Ops assistance are already categorized in the above assigned groups.

In case we encounter new concerns that we didn’t cover in the available assigned groups in the table, this is a great talking point for discussion. We can propose it to John for possible additions or changes.

Exceptions:

In case there are tickets in the Email queue that are not supposed to be there and we're not sure what the concern is or what assigned group to tag, we can hand off those tickets to our default assigned group: CS: Operations Team.

Ticket Examples:

Proofpoint Alerts
Employee Order Request
Carrier Alerts (FedEx/USPS, etc)
Vendor Alerts (Recharge/Shopify, etc)

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