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Shopify
Shopify is the e-commerce platform utilized by Gump's to power our website and order placement. This is where all orders are placed whether it be over the phone or via the website.
You will log into Shopify every morning. This is where our orders live and where you can look up existing/past orders, and find customer info like phone number, address, etc.
You will mostly be on the Orders tab
Or on the Create Order screen
Create Order Vid.webmTimeline (TL) Notes In Shopify
Timeline (TL) Notes In Shopify
It is best practice to notate your phone calls in Shopify. While you don't have to note when a customer places an order or if a customer calls because they forgot their order number, you want to make sure you notate anything that you feel should be shared with the team should that customer call again and speak with a different agent. This is especially important when a customer requests something to be changed on an order, requests an ETA, wants to add a gift box, or anything that requires a change to their order or if we need to reach out to a different team for an update.
Here is an example of an order that was successfully stopped to accommodate the customer's request. Had there been no notes and us staying on top of this, the customer would have received the wrong item. Please view the order and the TL notes.
Please search Order#267378 in Shopify and view the Timeline notes
A more common request is for ETA's. If we are able to provide one by checking Netsuite, we want to notate that we updated the customer.
Your note can be as simple as "172272 on BO until 07/25. Customer notified over the phone" This tells us that the specific item the customer was calling about is on backorder until 07/25 and the customer was updated during the phone call. This is important because now if the customer calls back, we have a "paper trail" showing that we are keeping the customer in the loop. Backorder dates can change, so we definitely want to keep note of that.
Reaching Out To Other Departments in Shopify
Reaching Out To Other Departments in Shopify
There are certain times when we will need to reach out to other departments such as Fine Jewelry, SLC fulfillment, SF Fulfillment, Product, and specific Team members regarding an order. This is done by Tier 2 or manager. You will just create a ticket detailing what the customer needs, update on an order, change of address, etc. and you let the the customer know that someone will reach out to them regarding their concern.
Reaching Out To Your Team in Shopify
While we do have the ability to tag team members in Shopify, those can easily be missed. As phone agents, it is also hard to keep track of who you've tagged on which order. The best way for immediate assistance is to create a ticket and escalate it to T2 especially if the order is time-sensitive ie: A customer needs something changed before shipment. You can also put "Urgent" in the subject of your ticket.
You want to be sure to still notate in Shopify, however, do not rely on tagging, just create a ticket!
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