Attention to Detail
Name one markdown under Accuracy/Attention to Detail.
Incorrect customer name
Incorrect order number
Incorrect number of items
Incorrect tracking link
Incorrect Oodie product
(Product should be referred to correctly as it is on the website)
Name one markdown under System/Process Knowledge.
- No/Incorrect Shopify actions that resolve the query
- No/Incorrect 3PL actions that resolve the query
- No/Incorrect sheets/ forms correctly filled on time with an -internal note confirming this
- No/Incorrect Gorgias actions when handling the ticket (i.e. snoozing/ closing, setting the customer, tagging a ticket, filling in the ticketing fields correctly etc)
Name one markdown under Correct Macro(s) Used.
- Incorrect greeting/ sign-off macro
- Does not use the best and correct body macro(s) according to the relevant SOP
- Does not answer the query fully
- Does not include all necessary details required by macro I.e. tracking link, store link, etc.
Name one markdown under Correct Email Formatting/Flow.
* Incorrect spacing/ formatting
- There should be a 1pt space between lines/ photos in a response unless there is a technical error.
- There should be no extra empty space before/ after the written lines in a chat response.
How can you see how many items does the customer have in their order?
Check Shopify.
Why is it necessary to set the customer?
So that it is easy to view and access the customer's information along with the customer's order details.
Why is it necessary to use the best macro in your responses?
So that we are able to completely answer the customer enquiry.
Where was the markdowns for spacing the most?
Chats.
What were the total markdown for Attention to Details under Non-Topic Specific Markdowns?
A - 20
B - 80
C - 100
D - 50
B -80
What were the total markdown for System/ Process
Knowledge under Non - Topic Specific Markdowns?
A - 62
B - 105
C - 33
D - 78
A - 62
What were the total markdown for Macros under Topic Specific Markdowns?
A - 63
B - 98
C - 123
D - 125
C - 123
What were the total markdown for Product
Knowledge under Topic Specific Markdowns?
A - 15
B - 56
C - 84
D - 28
Why is it necessary to mention the correct name of the customer in our email responses?
- So that the customer does not get offended.
- So that our responses do not seem robotic and automated.
Where do we archive orders?
Shopify.
Which tag under macros had the most markdowns?
WIMO
If there was a spacing glitch in your response, what is the recommended action?
Leave an internal note stating "Gorgias Spacing Glitch"
How should our products be referred to/written in our responses?
The product should be referred to correctly as it is on the website.
Name 3 things that you are supposed to leave as an internal note on your tickets?
- 3PL enquiry link.
- New ticket created from chat on the chat ticket and vise-versa.
- Monday forms filled in.
- Sheets filled in.
- Anything that is informative and relates to the order/ticket.
- Website/Store link.
- Tracking links.
- Gift PDF.
- Order confirmation sent screenshot from Shopify.
- 3PL responses (in some cases).
What is recommended to avoid unnecessary spacing in our chat responses?
Put the cursor at the end of your response and press delete a couple of times to remove any spacing.