RH - Repair kit assembly guide 

SOP: RH - Repair Kit Assembly Guide

Macro: Range Hood: Repair Kit Assembly Guide

Purpose:

To provide customers with guidance and resources for assembling repair kits for their range hoods, including a video link to aid in the process.

Step-by-Step Procedure:

1. Respond to the Customer Using Macro in Zendesk:

   • Open the customer’s Zendesk ticket.

   • Select the Range Hood: Repair Kit Assembly Guide macro.

   • Insert the customer’s name where appropriate if required by the response.

Macro Text: Range Hood: Repair Kit Assembly Guide

Hello {{ticket.requester.first_name}},

Thank you for reaching out regarding the repair kits for your range hood. We’re pleased to provide you with a detailed guide to assist in your update.

This video may assist as well: [Insert Video Link Here]

If you have any further questions or need additional support, please don’t hesitate to contact us. We’re here to help!

Thank you for choosing us for your range hood needs.

2. Attach or Link Video Guide:

   • Include the link to the Repair Kit Assembly Video Guide.

   • Verify the link is correct and accessible to the customer.

3. Provide Clear Instructions:

   • Confirm that the macro message is clear and provides essential instructions on using the repair kit.

   • Make sure the customer understands that the video is a supplemental tool and the primary guide is the written instructions included with the kit.

4. Log and Document in Zendesk:

   • Record the provided information in the Zendesk ticket.

   • Track the ticket status depending on the customer’s needs (mark as “pending” if awaiting a response, or “resolved” if all information has been provided).

5. Additional Assistance:

   • Encourage the customer to contact support if they encounter any difficulties during the assembly.

   • Note in Asana if further follow-up or specialized technical support is required.

Additional Notes:

• Guide Clarity: Regularly check that the video link and written instructions remain accessible and clear for customer use.

• Assembly Support: Ensure all team members are familiar with this SOP in case follow-up questions arise.

• Customer Service Reminder: Reinforce the message that our team is here to assist if the customer needs further help.