Salesforce & Zendesk
A CRM that logs or documents customer interactions.
What is Salesforce?
The amount that is in grey and in bracket.
What is Authorization Hold?
Specialists offer this to customers reporting order item issues and then send the customer a summary email.
What is a resolution?
This is the fastest delivery option, usually within 30-60 minutes, and varies based on shopper availability.
What is Priority Delivery?
A quick way to communicate with the shopper after an order has been reschduled.
What is SMS Message?
A knowledge management system that has articles that are used to asssit during customer contacts.
What is Knowledge Base?
Another name for failed or declined transactions.
What are Orphaned Transactions?
The only time you cannot provide a resolution for item the customer did not receive, as they were not charged for the item.
What is Out-of-Stock Item?
This is where the customer has to confirm the last 4 digits of their phone number, sign for the delivery and have their ID scanned as proof of receipt.
What is a Certified Delivery?
If a customer has never been charged this before, don't charge them when cancelling the order.
What is Late Cancellation Fee?
This is used to log a higher level of information about why the customer is contacting us.
What is Case Type and Case Reason?
Where you can quickly review the customer's history of applying credits and appeasements as well as the events.
What is Promos/Credits?
You should follow this KB guidance if you tried to give a resolution or appeasement and got an error message in Admin.
What is Resolution/appeasement blocked by Admin?
Kroger Connect order issues get escalated to this team.
What is T2?
This is the status of an order that is awaiting customer pickup or FSS pickup/delivery.
What is Staged for Delivery?
This is used to assign interactions to offline teams for customer assistance that you may not be able to provide.
What is Case Transfer?
Not used by T1 agents, but used by the Missing Order Queue when filing an order issue.
What is Resolve Delivery Issue?
When the price on the item's sticker is less than what the customer was charged, due to a difference in weight and quantity.
What is Incorrectly Charged Item?
This order should always be escalated to T2, even though T1 specialists can successfully process the credits and refunds.
What is Storefront Pro?
We provide the shopper with this when rescheduling an order not yet picked.
What is a $5 Bump?
This feature allows you to search for a customer's information in order to update the Contact if it did not populate with the case.
What is Advanced Search?
This feature in Old Admin allows you to see all the batches an order has been assigned to.
What is Order Drivers?
Customers should contact their support directly through the app for any common/live delivered order issues, or for any issues with the delivery person.
What is Uber Eats Support?
This is a company owned experience in which we do not own the delivery, and instead only support Customer Service.
What is Direct-to-Customer?
With Team Lead approval, this has been provided to customers who were missing critical items from their order that were urgently needed.
What is Redelivery?