Conversocial
This is how your queue should be organized.
Prioritized First > Then Oldest
A comment about sodium would be tagged as this.
Nutrition/Ingredients>Sodium
A customer is angry about another delayed delivery.
Press emails will be forwarded to this email.
SocialSupport@Freshly.com
When responding to any message on Conversocial.
We
Messages where we need more info from the customer or even internally, would be placed here.
Hold Box
A random comment advertising vacuum cleaners would be simply tagged as this.
Spam
A potential customer has a question about shipping.
Neutral
Zendesk emails.
Me
Emojis and templates can be found here.
Clipboard
A complaint involving a delivery delay would be tagged as this.
Customer Service > Delivery
People talking amongst one another, not necessarily negative or even about Freshly.
Neutral
Extreme escalations where customers request to chat with the CEO or a high level executive can be found here.
Mike W.
Absolutely any review site ever (not including the app stores).
Me.
When working in Conversocial, you should always work in this "mode."
Play Mode
A question about Freshly meals would be tagged as this.
Service Question > Meals
Amazing feedback about all our meals.
Positive
You can always be yourself, except when you're responding to an email in this Zendesk view.
Megan M.
We
Messages that have selected to be closed will sit in closing for this long
2 hours
Positive praise about a specific meal would be tagged as this.
Feedback > Specific Meal
A food safety claim.
Negative.
Emails sent to the regular support view that have Marketing keywords, will automatically be triggered to this view.
Social Support
DOUBLE JEOPARDY:
Replying to this email, we are neither the Freshly collective nor ourselves. In fact, we respond as a whole other person entirely.
Megan M.