Systems
You use this to chat with Specialist and get help with questions.
What is Slack?
This is what GCC means.
What is Global Consumer Care?
This status means the order is preparing for shipment.
What is Released/In Warehouse?
We do this when a customer is missing an item from their order.
What is Reship?
We need this information to properly verify a customer..
What is First/Last Name and Billing address?
This system we use to chat with our customers.
What is Live Engage?
We transfer to this person if a gift message is missing or incorrect.
What is a Brand Specialist (SMEs)?
We do this when a forwarding company was used and the customer has a missing, damaged or lost items.
What is refer them back to the forwarding company?
We do this when a non-spotlit customer wants to return an item.
Team A - What is refer to self service portal?
Team B - What is send them a return label?
These should always be used when responding to a customer in Chat.
What are PDC's?
This system is used to escalate cases.
What is Salesforce?
Your case status should be this, when escalating to another group.
What is Open?
This happens when there are 2 tracking numbers for 1 order.
What is a Split Order/ Split Shipment?
We do this if a customer is still not happy with the resolution.
What is provide a Delight Action?
We transfer a chat to this person for product recommendations.
Who are Product Experts?
This is used as a resource for promotional information and promo codes.
What is the Promo Spreadsheet?
Escalate to them, if a customer complains that a product made them break out or experience other AAE issues.
Who is GCC.
If an item is going to be backordered for more than _______ days past the 2nd notice (2 weeks after order placement), it will automatically cancel.
What is 30 days?
This Delight Action is used when a timely delivery of the next order is important.
What is provide a Free Expedited Shipping Code?
A Chat goes into this status if the customer doesn't get a response within a few minutes.
What is Overdue?
This system is used to gather information about who the customer is and what their orders look like and is considered the back-end of our websites.
What Is .NET?
This queue is for action items such as website issues, account deletions, and gift card issues when Cashstar can not assist.
What is ELC Online Operations?
We do this when a Spolit customer has not received their order and the tracking says "Delivered".
What is escalate/transfer to a Brand Specialist/SME?
This Delight Action should be used when errors have occurred, or they express disappointment in their experience and it’s unclear if they will shop with us again.
What is provide a Gift of Samples?
This should be reviewed prior to your first response.
What is the Chatbot?