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To effectively assist customers with website issues and ensure internal alignment, consider the following objectives.
· Prevent Revenue Loss: Ensuring flawless order completion is crucial in maximizing revenue generation and minimizing potential revenue loss due to unsuccessful orders for our company
· Prevent Issue Recurrence: Implement proactive measures to prevent recurring website issues, saving time for both customers and our team.
· Enhance Online Experience: Ensure a seamless online experience to boost positive feedback and enhance customer retention.
· Efficient Order Management and Customer Service: Smooth order management and customer service provision to ensure efficiency for all Catch Creation employees.
· Reduce Repeat Caller: Aim to decrease or eliminate repeat calls related to website issues through effective resolution and preventive measures
Step 1: Website Assistance — Discovery Scripts
A. EMAIL CS
Thank you for reaching out, [Customer Name].
[Acknowledgment + mirroring empathy + assurance]
I'd like to get this in front of our technical team right away. To help them find the problem, could you answer the questions below? Short answers are perfectly fine, and if you're not sure about any of them, just skip it — no problem at all.
Is this your first time ordering with us?
If No: Could you please provide your name so I can locate your record?
If Yes: May I please have your first and last name?Could you please describe the error or issue you encountered?
What device are you using? (iOS, Android, or Web)
On which platform did you see the advertisement (YouTube, Facebook, TikTok, Google ads, etc)
Can you please provide the website link?
Have you reached the payment method page where you enter your payment information? If yes: What mode of payment did you try to use? (identify whether Visa, Mastercard, AMEX, Discover or Paypal)
Which state are you located in?
Is your internet connection stable? Are you connected via wired, wireless, or mobile data? 9.Have you tried closing and reopening the page to see if that resolves the issue?
You're welcome to place your order on muddymats.com instead. One important note: if you were already charged during the failed attempt, please let me know before re-ordering so I can confirm the charge status and make sure you aren't billed twice.
As soon as I hear back from our technical team, I'll update you here.
B. PHONE CS
Same information, spoken. Do not read the list aloud like a form — ask, listen, and acknowledge between questions.
Opening
"Thank you for calling, and I'm sorry you ran into that on the website. That's frustrating, especially when you were ready to place your order."
[Mirror what they said in your own words, then assure.]
"Here's what I'll do: I'll ask you a few quick questions so I can submit this to our technical team with everything they need, and then we'll look at getting your order through today."
Is this your first time ordering with us?
If No: Could you please provide your name so I can locate your record?
If Yes: May I please have your first and last name?Could you please describe the error or issue you encountered?
What device are you using? (iOS, Android, or Web)
On which platform did you see the advertisement (YouTube, Facebook, TikTok, Google ads, etc)
Can you please provide the website link?
Have you reached the payment method page where you enter your payment information? If yes: What mode of payment did you try to use? (identify whether Visa, Mastercard, AMEX, Discover or Paypal)
Which state are you located in?
Is your internet connection stable? Are you connected via wired, wireless, or mobile data? 9.Have you tried closing and reopening the page to see if that resolves the issue?
Live troubleshooting (while still on the call)
"Let's try one thing while I have you. Could you close that page completely and reopen it? … If it does it again, let's try a different browser."
Wrap-up
"Thank you, I have everything I need. I'm submitting this to our technical team now. In the meantime, you can place your order over at muddymats.com — that page is working normally. And I'll follow up with you as soon as I hear back from the team."
Short version — for a frustrated or rushed caller
Get these four, then let them go and fill the rest from the ticket: what happened (with the error wording) · device and browser · the page link or which ad they came from · payment method and whether they were charged.
"I don't want to keep you — let me just get four quick things and I'll take it from there."
Richpanel ticket link / Summary of the website issue reported by the customer / WA form submitted on RP
Example:
ggn.to.link / Cx reported unable to receive order confirmation due to the page freezing when payment was made - no order found on the system / WA form submitted on RP
Rules: submit the Agent Form first, one post per ticket, updates go in the post's thread, and duplicate reports of the same issue go as a reply to the original post.
Step 2: Fill Out Richpanel Agent Forms
Before closing the ticket, fill out the Agent Form first.
On Richpanel Conversation Details > Update the Order Number, Interaction Reason > Complaint - Website Error, and Resolution Provided.
A form will show up under Agent Forms = Website Assistance.
Fill out the details you're able to gather from the customer. Put N/A if information is not available.
Make sure details are accurate based on what the customer provided. Send the response first then close the ticket. For phone VAs, close the ticket once the form has been filled out.
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