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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
All Website Related Issues shall be communicated via CS - Website Assistance Google Space.
NOTE: submit the information gathered to Website Assistance Form
Thank you for reaching out, [Customer Name].
Acknowledgment phrase + Mirroring Empathy + Assurance statement
To assist you with this issue, I'll start by asking a few questions to gather the information needed to submit a ticket to our technical team. After getting the details, I'll work to identify the best resolution for you.
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?
2. Could you please describe the error or issue you encountered?
3. What device are you using? (iOS, Android, or Web)
4. On which platform did you see the advertisement (YouTube, Facebook, TikTok, Google ads, etc)
5. Can you please provide the website link?
6. 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)
7. Which state are you located in?
8. 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?
We're looking forward to receiving your response on these details. With this information, we will be able to submit a ticket to our Technical Team to investigate further.
Let's perform some basic troubleshooting steps together:
Can you try visiting this page instead? Here's the link to our alternative 'active' product website: [provide link]
Please clear your browser's cache and cookies, and then try accessing the page again.
Could you try using a different browser to see if the issue persists?
If possible, can you attempt accessing the page from a different device?
If no previous transaction:
Thank you for your interest in our product. I can request a callback for you so we can assist you in placing your order over the phone. If you would like to proceed, please provide us with the following details:
- Best time to call you
- Best contact number to reach you
We can resolve your issue over the phone so that there are no miscommunications and we can get things settled as soon as possible.
We appreciate your confirmation so we can properly endorse your concern to our Escalations and Resolutions Department.
If with previous transaction paid via card:
I can see that you have placed your order with us last [Last Order Date]. If you agree, we can process this for you using the same payment method you used on your recent purchase from us. Can you verify the last four digits of your card?
Your payment details are encrypted and for one-time use only. Once we receive your confirmation, we will then process the additional order. Kindly include your desired product and its quantity.
We look forward to hearing from you soon.
If with previous transaction paid via PayPal:
While we're looking into this matter, would you mind using a card for payment so that our support/supervisor can assist you in placing your order over the phone?
If customer agrees to use a card payment: For your account's security, I will connect you to our Support/Supervisor who will assist you in completing your order. please provide us with the following details:
- Best time to call you
- Best contact number to reach you
We can resolve your issue over the phone so that there are no miscommunications and we can get things settled as soon as possible.
We appreciate your confirmation so we can properly endorse your concern to our Escalations and Resolutions Department.
If customer disagrees: No worries, we can give you a call back when we've heard back from our Technical Team. Does that sound good?
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