1StopBedrooms
Zendesk and Acquaintance with ticket procedures
Plan for the lecture:
Zendesk
Zendesk is a ticketing system where we communicate with customers and solve their issues.
Ticket statuses are marked in red. See the next slide.
Ticket statuses
New ticket — unsolved and not assigned to anyone yet.
Open ticket — assigned to a specific group or a specific 1StopBedrooms Representative. A customer is waiting for us to reply.
Pending ticket — we’re waiting for a reply. On this status, a customer will receive an automatic reminder from us every 24 hours.
On Hold ticket — we’re working on this case now and checking some information with Third Parties. Once we send tickets ‘On Hold’, customers receive automatic notifications letting them know we’re working on their cases.
Solved ticket — customer’s issue has been solved.
Closed ticket — if the ticket is in the status ‘Solved’ for 4 days and the customer doesn’t reply in that ticket any longer, it goes into status ‘Closed’ automatically. After that, we cannot make any changes in that ticket or send replies there. But we can create follow-up from the closed ticket.
1. Brand — ‘1StopBedrooms.com’ brand when replying to customers. ‘Payless Furniture Inc’ brand when replying to Third Parties.
2. Assignee — Name of the person\group the ticket is assigned to. Click on ‘Take it’ if you decide to work on the ticket.
3. Followers — Email addresses you want to add on CC.
4. Tags — These are added automatically, we don’t change anything.
5. First name and last name of the customer. Usually are added automatically.
6. ‘Do not Followup’ — Tick this one if you don’t need the requester to get automatic reminders every 24h.
7. ‘Is Third Party’ — Tick this one every time you send a request to Third Parties (MFR, Freight Carrier, LDC).
8. ‘Escalated to Manager’ — Tick this one if a customer is asking to speak to the manager once you escalated this one and agreed with a manager.
9. Public reply — Choose this one if you want the requester to get your message.
10. Internal note — Choose this one if you want to make an internal note for yourself or your colleagues and it won’t be visible for the requester.
11. Child Tickets — see the picture at the right side. We cannot solve a parent ticket until child tickets are solved.
12. Choose the status for the ticket before submitting it.
Customer Service Professional Email
Hello Brian,
Thank you for contacting the 1StopBedrooms Customer Support Team.
We deeply apologize for the delay in your order shipping out, as a vendor, we fully depend on manufacturers.
Due to the ongoing situation with the Covid-19 Pandemic, all operations have slowed down considerably. I understand how difficult it must have been for you to go through all of it.
Your cancellation request has been received and is currently being processed.
In the meantime, we would like to offer you an alternative option, in case you would like to forfeit this request.
I have just double-checked your case with our management and in this particular situation, we could offer you either $100 credit back or $125 credit in-store to keep waiting for this order to be shipped out at the end of November.
Alternatively, we could offer you to split the delivery. If you agree, the 'Brinxton Black King Poster Bed' may be delivered at the local delivery carrier the week of 11/08.
Once they receive and process your order, they will reach out to you for scheduling.
The rest of your order will be considered as a "special order" and we will make sure that the products are reserved for you when they become available and are not sold to anyone else.
Again, I apologize for any inconvenience you have experienced thus far.
Please let me know if you still would be interested in proceeding with your order, with one of the compensation options above being applied.
We value our customers and look forward to hearing back from you.
Have a nice day!
Carol
1StopBedrooms
Customer Support Team
Greeting with addressing the customer by name
1
2
3
4
5
6
7
Apology if needed
Explaining what may have gone wrong, expressing empathy
Summarizing a customer’s request
Thanking the customer for contact
Offering a solution
Encouraging to respond with further questions
Closing
ETA inquiries with Ashley items
Ticket link: 756774; Order # 8804105
5. Check the Delivery Status in the Ashley's backend.
As at 11/26/2020 the status of the order and the shipping date are the following:
Status ‘Est. Delivery’ means the order hasn’t been assigned to the Trip yet and dates can still be pushed back.
6. Compose a reply to the customer. ��When a CS Representative was replying to the customer on 10/14/2020, the situation with estimated shipping dates was the following:
7. Submit the ticket as solved. If the customer doesn’t reply, it will be closed automatically in 4 days. If the customer replies, the ticket will appear in your ‘Open tickets’ folder. In this case, the customer did reply.
In such cases we can apologize for the situation and explain that as a vendor, we fully depend on manufacturers. And submit the ticket as solved again.
2.
One more example: Ticket link: 878877; Order # 8794657
As at 11/26/2020 the status of the order and the shipping date are the following:
The Est. Load Date:
The Delivery Status in the Ashley's backend:
Status ‘Trip Assigned’ means that the order will be shipped out soon. So, we can confirm the shipping date to the customer.
And the ticket has been submitted as solved.
ETA inquiries with other manufacturers
Ticket link: 873175; Order # 8817779
As at 11/26/2020 the status of the order and the shipping date are the following:
To check the status of the order, we should track it in the MFR backend, with the Freight Carrier and LDC.
2. To check the delivery status with the Freight Carrier, we should go, in this particular case, to the Zenith backend: https://secure.zenithcompanies.com/orderTrack-Home.asp
From this information we could see that the order was in transit from the Freight Carrier to the LDC.
3. To check the status with the LDC, we should click on the ‘Track with Ryder’ button from our backend.
As at 11/26/2020, we can see that the order departed on 11/25/2020. However, the CS Representative had to reply to the customer on 11/24/2020 so he had to provide the customer with the information he got from the Zenith Backend.
The information from the customer’s account wasn’t updated on 11/24, so we could have added an apology for this inconvenience to our reply.
CS Representative submitted the ticket as solved with this reply:
Customer’s reply:
2.
One more example: Ticket link: 859115; Order # 8816204
As at 11/27/2020 the status of the order and the shipping date are the following:
The information about the Freight and the LDC isn’t available. And we also don’t have the backend for the MFR ‘Bush Furniture’, so first of all, we need to check available emails with this order ‘8816204’ in Zendesk.��When the CS Representative was checking the information on 11/18, there were only 2 emails available that didn’t mention any information about the delivery. That’s why the CS Representative had to contact the MFR directly.
The CS Representative created a new ticket to contact the MFR: 859225
And replied to the customer that we would check the delivery status with the manufacturer, and put the ticket on hold:
After that, the CS Representative has linked a child ticket to the main (parent) ticket with a customer:
On 11/22/2020 we received the tracking information from the manufacturer: 870449
The whole order was sent with FedEx and all tracking numbers were showing the following:
The CS Representative informed the customer about the estimated delivery date and solved child and parent tickets:
Price adjustment
Ticket link: 805844; Order # 8814437
The order had been placed on 10/21/2020 and when the customer contacted us on 10/30/2020, the status of the order was already ‘Awaiting Acknowledgement’, therefore, the price adjustment wasn’t possible.
Sales transfer
We advise to contact our Sales Team if customers:
Ticket link: 878295; Order # 8828610
The status of the order is ‘Processing’ until the address is verified. The ticket can be submitted as solved.
Ticket link: 760427
Price matching
Ticket link: 827038