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Initial Contact & Ticket Management
Initial Contact & Ticket Management
Channels -IVR customer support numbers: 9711558877 or 9667499699
Whatsapp no: 9711558877.
Email ID: customercare@lifelongonline.com
Website: Lifelong Online Store – Sports, Fitness, Massagers & Appliances
Ticket Creation: Tickets are automatically created and assigned to the Inbound Queue in real-time.
Duplicate Management: If a customer contacts us using different details for an existing issue or product, manually merge the tickets. Update the alternate contact number in the "Work Phone" field within the Freshdesk (FD) Contact Details profile if required.
MANDATORY INFORMATION ON NEW TICKET
MANDATORY INFORMATION ON NEW TICKET
Subject line to be edited in ticket first
Subject line to be edited in ticket first
Product + Exact issue . Eg: Gas stove leakage issue
Product + Exact issue . Eg: Gas stove leakage issue
In the contact details & properties field, check and fill in the following details
In the contact details & properties field, check and fill in the following details
- Customer Name
- Customer mobile number with prefix “91”-
-Customer Address- (can be taken through WA automation)
-Customer Pincode-
-Customer State
- Customer City
Ticket properties Contact details
Product details should also be filled properly by asking customer what actual product customer is having.
Ask customer for product(sub category)first
-based on product if entire subcategory is marked as serviceable or non-serviceable. Model no. is not blocker for customer. Take further action as per product classification.
- Select ERP category, ERP subcategory as mentioned by cx , model no. to be selected randomly in case cx is not able to provide (clearly mention the same in remarks)
- For serviceable - Model no. would be identified further by technician at the time of visit
-For non-serviceable- Model no. would be confirmed through the invoice provided by cx .
Ask product exact issue
-mention in product issue tab. Ensure it is clearly described as mentioned by customer.
Ask for purchase portal
-Amazon-check for B2C data in ERP through customer mobile no. for invoice before asking it from cx.
If available, take all details from there rather than asking cx. paste the screenshot on ticket for others reference as well.
If not available+ Rest other portal- then customer needs to provide the invoice for bill validation as per applicable SOP.
IMPORTANT
Scenarios where customer is having two different products. New ticket to be created manually for second product.
Different issue with same product should also be catered on new ticket if previous one is already resolved.
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