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Kustomer✉️
Kustomer✉️
When customers email us at customercare@gumps.com this communication is routed and managed through Kustomer. This app also manages any chat correspondence that originates from our website.
Unlike Zendesk, there are no tickets with ticket numbers, but "conversations" with timeline notes that can be added, much like Shopify.
You can find a list of helpful terms, definitions, etc, in the Kustomer Glossary
**⭐NOTE: Ticket responses can take us 24-48 hours, so please keep that in mind when you are speaking with a customer and giving them an ETA for their requests. We always want to be sure we are setting the proper expectations**
How To Create A Ticket in Kustomer - Vid needed
How To Create A Ticket in Kustomer - Vid needed
Just like Zendesk, you will create a ticket when the customer needs anything outside of creating an order. Instead of making a brand new ticket, you will create a "note" on your call ticket.
The "Reply" option is only when we respond to customers directly, which you will never need to do🙂
Here is a video below explaining how to create an action ticket in Kustomer for Tier 2 to review.
Conversation Options
Conversation Options
Although you will only be using a few of the options in Kustomer, it doesn't hurt to learn about more of the options available to give you better insight into the lifecycle of your ticket.
Let's take a look at some of the most commonly used options
Follow a Customer: Select to follow a customer and conversation to receive automatic updates!
Timeline Map: The timeline map shows a history of the customer's conversations with your organization.
Snooze a Conversation: Need more time to gather an answer for a customer? Select snooze conversation to automatically receive a prompt to respond to your customer after a selected time interval!
Mark as Done: Once a customer's inquiry has been satisfied, mark the conversation as done.
Conversation Options: Kustomer has several options and settings to apply to conversations, such as pinning a specific customer conversation to the top of their timeline, forwarding, CC/BCCing a customer conversation, and more
Reply: Select reply to respond to a customer, choosing a variety of available response options such as emojis, snippets and shortcuts, images, dynamic text, and more.
Note: Tag internal team members and converse about customer needs via the Kustomer note option. These notes are not visible to customers, but help keep thoughts inline and organized with customer needs.
Reasons For A Ticket
Reasons For A Ticket
There are a multitude of reasons why a customer will write or call in. Here are some of those reasons below!
Returns: Customers usually want to return something that they are not happy with. Always politely ask for the reason for the return and add any important notes to the ticket. We need as much information as possible. Please review our Return Policy to make sure the customer is eligible for a return before creating the ticket. Return labels are sent to customers in the form of an email with a PDF attached or mailed a hard/physical copy of the label.
Refund Request: Sometimes the customer feels there was an error with a shipping charge, taxes on the order, etc. and it will need further review.
NCR: (No Cost Replacement) When an item arrives damaged, the customer received the wrong item, wrong color, etc. We will need to create an NCR. An NCR is similar to an Exchange, with a few minor differences in how it's handled on the admin side, however, for phone agents, this will always be a ticket. Customers will never have to pay for the return label on returns or NCRs.
⭐Note: For damaged items, we cannot process a replacement order without photo proof of the damage. Politely ask the customer if they can send a photo or two showing the damages. You can let the customer know they can email their photos to our cc email, or, If they prefer text, please provide the number they can text their inquiry to. ETA's for NCRs can vary depending on a few factors. If a customer wants an ETA for an NCR it is best to let them know that their order will ship promptly and they will receive an email with some tracking information to follow. We don't want to make any promises that we cannot fulfill. We understand not all customers have the ability to take and send photos, however. If a customer cannot provide photos, please note that in your ticket and Tier 2 will reach out to the customer with the best course of action.
Order Cancelations: If a customer changes their mind about their order, we will need to get this canceled as quickly as possible to avoid fulfillment of the order. Once an order is fulfilled it cannot be changed, so this could possibly lead to an upset customer who now has to wait for delivery and return the item instead of the order being canceled if it is not handled promptly. You will want to kindly ask the reason for the cancelation and notate as much info as you can in your ticket.
Shipping Refund: This is most common when a customer signs up for emails on our website and doesn't realize a promo code is sent to their email and it is not automatically applied to their online order.
Exchange: Sometimes customers choose the wrong item, color, etc., and want to exchange for a different item. Please review our Exchange Policy to make sure the customer is eligible for an exchange before creating the ticket
Address Change: Customers may have entered the wrong address or did not double-check the shipping address before checking out. Please note that the shipping address can ONLY be changed while the order is in "Unfulfilled" status. Once an order is "fulfilled" and has begun the fulfillment process, we cannot make any changes to the order. If the error was made by us, please create a ticket and we can see if anything can be done, but it is difficult to stop an order during the Holidays, our fulfillment team is very busy at this time.
Order Changes: Customers may want to add a gift box or a gift message after the order has been placed, or wants to change something on the order. A ticket will be created and an Admin will reach out to the customer.
Manager Escalations: Customers may request to speak with a manager/supervisor. Since we do not have the ability to transfer, you will take down as much information as possible about the situation, ask for their contact information, and create a ticket for review
Catalog Requests - Opting In/Out: Customers will call and request to be added or removed from our catalog mailing list. You will create a ticket and an admin will add or request IT to remove them from the list. There will be no follow-up, please assure the customer we will take care of it!
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