Blue Admin
What can you search in the Solr Search bar in Admin
First Name-Last Name
Phone Number
Where can I view my solved tickets, open tickets, good csats, and bad csats?
By clicking the 'Home' button to the left in Zendesk.
How many recipes does our Signature for 2 customers have to select from each week and what's the max and minimum number of recipes they can order each week?
How many recipes does our Signature for 4 customers have to select from each week and what's the max and minimum number of recipes they can order each week?
Signature for 2: 11 options weekly and they can order 2-3 each week.
Signature for 4: 6 options and they can order 2, 3, or 4 each week.
What's the difference between 'Mismeasured' and 'Partial Serving'.
Mismeasured=ingredient is under/over weight or amount.
Or if the customer gets 2 ingredients that are uneven in weight /size. (Proteins ONLY).
Partial Servings=Customer should have received a specific number of the ingredient, but received less.
How can I locate E-gifts bundles?
By hovering over the tag icon in the upper left corner of Admin and click gifts in the middle and that'll take ya to the Gift Bundle page.
Which box tells us the status of an account? So, is it cancelled, incomplete, zip code not supported, active, etc...
Subscription information.
If I need to put a ticket on-hold because I'm waiting for help from leadership for this ticket... walk me through this and what must you make sure before you put the ticket on hold?
You click the 'Take it' button in the upper left hand corner of the account so it goes into your tickets that're on hold, then MAKE SURE you have NOT applied a macro to the text box or it will send to the customer once you place it on-hold or even open. Then you click the little drop down carrot arrow in the lower right side of the screen and select 'On-Hold'.
What information can we find about a recipe in the online recipe card? Please give at least 3 examples.
What do you do if a customer writes in and they have a worm in their bok choy?
Escalate to Tier 2
What requirements does someone need to meet in order to redeem a Free Trial offer?
They need to be a New customer with no other promotions on their account. The CANNOT be a reactivation customer, they have to be NEW. And their account CAN already be completed. If that's the case we would just manually apply it for them.
What do I click to go to the 'Order Details' page?
The date of said order...
What buttons do we click to get to our assigned Qs? What if the Q we were assigned doesn't show there? Once we find our Q, what do we click to open said Q.
You would click on the little box to the left right below your 'Home' button, and it's called 'Views'. If you don't see your assigned Q in the options once you've clicked 'Views', then you click 'More' all the way at the bottom under all those options and you'll type in the Q you're assigned.
Then if you have to search under more Qs, once you've found your Q, make sure you hover over it with your cursor and go all the way to the right hovering and click the 'OPEN' button. Otherwise this will take you to a place you've never been before LOL
Where can customers view ALL recipes we've made?
Online Cookbook
Where would you log a missing KK bag? Walkthrough?
Under Recipe Issues
What kind of credit would you apply for a damaged ingredient or missing ingredient, if they paid for that order with $20 of an E-gift, Groupon, or Costco Gift card?
We would apply a 'Paid' credit for legal reasons so it will never expire. Even if they only paid $5 with one of those gift cards we would still want to apply a 'Paid' credit. However, do NOT get this mixed up with Free Trials and Promotions!
Where do we look to see what changes were made and by whom in the account?
The Audit Log
Account History
And....you can also view this for a specific order by going to the 'Order Details' page.
How do I triage-walkthrough
How do I escalate-walkthrough
You triage by clicking the 'Apply Macro' button at the bottom of the page and type in 'Triage', then find the correct Q that ticket should be in and submit it as 'New' or if 'Open' is the only option that's fine also. However the only time you should be triaging tickets is when you're not trained in that Q quite yet.
To escalate you click 'Apply Macro' button at the bottom of the page and type in Tier 2. At a T1 level it won't allow you to escalate to T3 so if a ticket needs to go to T3 then you'll send it up to T2 so they can pass it along. Please be mindful that you're not escalating simple T1 issues by mistake.
How can a customer tell which recipes are vegetarian?
The little Green leaf.
What would you do if it's too late to log a missing ingredient for a customer? In other words it's past the 4 weeks to log the issue.
You'd leave a comment on the front of their Blue Admin with the order date/issue, then you'd apply the appropriate credit under the coupons sections on the front page of their Admin page.
Extra: Since this customer waited 5 weeks to email us, we definitely wanna make sure we combine the missing ingredient macro with the 'Ingredient Issue::Freshness::Freshness Guarantee - About (Legal Approved)' macro and remember what's the rule about 'Legal' macros?
What is a tricky customer and what should you do if you come across one?
Tricky customers are customers that abuse first time promotions on multiple accounts. Escalate to T2 in all cases.
Walkthrough of how to apply a coupon in Admin.... and when should we be applying a coupon to the front page of a customer's Admin account? I just need one example as there are a couple.
Make sure you have the correct amount or code, then below the comments field, you'll click the 'Plus' button where 'Coupons' are..Once you do this, you have to make sure you click the drop down after copy and pasting or finding the correct coupon you want.
How do I merge and when do I merge versus changing the requester?
If the phone number matches or the customer emails in from a different email than the one associated with their account, but it's clear this is also their email they're writing in from-We MERGE.
If the phone number doesn't match the one on their account (like if you're in voicemail and maybe they called from a work number or our toll free number) then we change the requester.
What other things do we offer at Blue Apron?
Wine
Gifts
Market Items
Gift Cards
What's the rule on crediting our LTV chefs?
That can receive a one step credit increase for any pushback and pretty much get what they want within reasonable guidelines.
What are the top 3 common strategies we use to offer our customers promotional offers?
Acquisition = We acquire new customers by offering a discount on their first order(s).
Reactivation = We try to get cancelled customers back by offering discounts on their first order(s) back after they reactivate.
Retention = We incentivize existing customers to take certain actions by occasionally discounting their order(s).