Please Read All Content Thoroughly
Open
Tickets should only be left open if you have not responded to the customer yet.
Pending
Mark cases as pending if you require more information from Product Managers, Warehouse/Logistics Team, or other relevant teams.
Also mark cases as pending if it is not yet solved.
Make sure that you communicate and follow up with customers regularly when cases are marked as pending, so that they know what is happening to their order.
If you require more information to solve the case, mark it as pending and create an Asana for the relevant person. It is your duty to follow up and make sure the case is resolved.
For pending cases waiting for customer response:
(i) Send a follow-up email in 48 hours reminding them about the information needed to resolve the problem
(ii) If no response to the first follow-up, send a second follow-up after 48 hours letting them know that we are closing the ticket as no information was received. Mark the ticket as closed.
Solved/Closed
Only close and mark cases as solved if the customer's original problem was resolved.
Do not mark cases as closed and solved if the issue has not been resolved, because the customer will only get angry and re-open a new case.
Customers will get an email every time we close cases. They will also be asked to leave a Positive or Negative feedback, so it is important to only close cases once they are happy and the issue is resolved.
Automated AI responses:
Turn on AI responses for the most commonly asked questions (i.e. where is my order? when will you guys ship my items?
Escalation process:
When the question is too technical and agent does not know the answer, develop a proper escalation process so that the answer gets a proper response from the relevant product manager.
Timely response:
Monitor how long it takes for each ticket. If it take longer than x days/months, a proper escalation process is in place to make sure the ticket is being handled properly.