Ticket Titles
Customer calls in wanting to place an order. What would be the best ticket title?
Checkout
When the customer chats in and selects "account related" as their reasoning for contacting us will they have the "speak to rep" option from the opening option buttons?
No, based on data collected from Pepper's conversations, most Account Related questions can be answered by Pepper. If Pepper is unable to assist, the customer will be prompted with the button 'Speak to a Rep' as a response during the chat.
We are giving the customer store credit as the resolution. What education needs to be provided to this customer?
A confirmation email with instructions will be sent
What would be the 2 instances when we would contact outbound transportation on behalf of the customer?
-The customer received an error when completing the red shipping tool box.
-The customer did not hear back within the 1-2 business days.
In what order are the case notes displayed in Briefcase?
-The most recent case note is listed at the top of the Action Center
*It is displayed this way to match how you read an email chain – Newest at the top
Customer contacts us requesting information about coupon codes. What would be the best ticket title?
Pricing
When will Briefcase display a photo of other users?
Briefcase will display a photo of other users actively viewing a case. Viewers will stay displayed on the case as long as the case is open in any tab, but will disappear as soon as the viewer closes out of the case.
A customer contacts us to cancel an order. The order has not shipped or been picked therefore, we are able to complete the cancelation. What education needs to be provided to this customer? (we have not captured funds)
A cancellation confirmation email will be sent
Who do you contact when there is a red box with a star on admin?
-The buyer
When do you need to note a case?
-Leave a case note for every interaction. Even if the case does not pertain to a specific order. An exception would be a case you mark as attempted contact.
-When there is new information about the case.
Customer contacts us regarding an order that is partially in stock. They request we ship the quantity that is in stock and B/O the rest. What would be the best ticket title?
Post-Order Shipping Question
With the continued expansion of our product lines, we are attracting a variety of customers. In recent years, we have started to see our products purchased by offices, medical companies, cosmetic companies, and more. When working on a warranty claim with one of these companies what education to the customer is important?
It is important to note that we cannot guarantee warranty coverage, functionality, or longevity for our products - especially equipment intended for the food industry and used in a unique application.
*Product Specialists have encountered scenarios such as an Avantco mixer used to make bath bombs and a Backyard Pro dehydrator used to dry car parts.
A customer calls in wanting to set up a return. What education needs to be provided to this customer?
- Must be unused, in the original packaging, and free of damage
- Fees involved (20 or 30% restocking fee depending on customer type and shipping costs)
- Labels included
- Unavailable for consumable items
- Cannot guarantee a DS item can be returned
- If the customer pushes back: why we charge the restocking fee
Who would you contact for lead time on a Special Order item?
Why is it important to tag the order number first before making a note on a case?
If you do not tag the order number your note will not be shown in Admin. This is important as not everyone uses Briefcase at this time.
The customer would like to order an item that is not listed on our webpage. We provided the link to the special orders form. What would be the best ticket title?
Special Order
If a customer is told we will follow up to confirm an MFR cancellation or return, will the auto-email that is sent confirming the cancellation/RMA details from the RA be an adequate form of follow-up?
Yes, all you need to do is confirm that the email contained all the information required and was sent to the correct customer email address.
A customer contacts us wanting to sign up for WebPlus. What education needs to be provided to this customer?
$99/monthly subscription
- Additional addresses are $49
- Free shipping on Plus eligible items for orders over $29
- Eligible items have a blue "Plus" banner under the item's price
How would you contact Product Specialists for Product or Defective Questions?
-You would use the PS defective units and product questions templates in breifecase.
Briefcase also offers the option to leave a note at the ticket level. When is this helpful?
-When there are multiple tickets on a case.
-You want to add a note for a specific ticket to post in BC.
The customer contacted us because they are not seeing the free shipping with Plus discount in their cart. What will be the best ticket title?
WebPlus
If a customer contacts us for consumable certifications and we provide what is listed in internal notes but the customer states that the available documentation is not suitable and they insist upon a specific type of document to be compliant with their inspector requirements who will we want to contact?
We need to email the Product Specialist team at productapplicationspecialist@webstaurantstore.com. They will contact Procurement as needed to research the situation.
*If a customer threatens to take legal action against the company as a result of a certification request, then reach out to Procurement as listed in Internal Notes - do not reach out to Clark's Legal team. Procurement will determine if the complaint should be escalated to the legal department.
Customer contacts us to add call before delivery to their common carrier order. What education needs to be provided to this customer?
- Carrier will call 1 business day prior to delivery
- Typically a 4-hour delivery window will be provided
- This may add 1 business day to delivery
Who would you contact for consumable certification?
-Review Internal Notes for Who to Contact under Buyer. If not listed contact Product Specialists Team.
*Verify certifications is not already provided on the Resource and Download section on the items page.
The manufacturer confirms something but we are still waiting for the customer to respond back. Would we need to note our case?
Yes, in this case, we would want to note the manufacturer update even though we have not actually sent any outgoing communications.