Difference between revisions of "QUALITY UPDATES"

Revision as of 15:37, 13 May 2020

13/MAY/2019

Guidelines in Merging Tickets
Before merging the tickets, please make sure that they comply with the following conditions:
1. The emails are from the same customer.
2. The emails are of the same email address.
3. The emails must be about the same item / order.
4. If the emails have different email addresses, they can still be merged if they are from the same customer and the concern/s are about the same item/order.

How to merge tickets properly?
If the tickets comply with the above conditions, you also need to consider the Status of the tickets to be merged:

1. Merging NEW ticket with another NEW ticket/s. - Regardless if the other tickets are already assigned to other staff or unassigned, you can simply copy the Ticket ID of the one assigned to you, go to the other ticket/s, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on "Update". Do the same for the remaining tickets if there 2 or more tickets to be merged. After merging, make sure to answer all the concerns stated on the merged tickets. Observe proper Ticket Type, Status and Ticket Notes before sending your reply. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

2. Merging NEW ticket with Awaiting-reply ticket - If the message on the New ticket is related to the concern on the Awaiting-reply ticket, simply copy the Ticket ID of the Awaiting-Reply ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from Awaiting-reply to Customer-reply. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

3. Merging NEW ticket with Customer-reply ticket - If the message on the New ticket is related to the concern on the Customer-reply ticket, simply copy the Ticket ID of the Customer-reply ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

4. Merging NEW ticket with In Progress ticket - If the message on the New ticket is related to the concern on the In Progress ticket, simply copy the Ticket ID of the In Progress ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from In Progress to Customer-reply. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

5. Merging NEW ticket with Resolved ticket - If the message on the New ticket is related to the concern on the Resolved ticket, simply copy the Ticket ID of the Resolved ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from Resolved to Customer-reply. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

27/APR/2020

Ticket Status:

• Awaiting-Reply - use this status if you are still waiting for customer to reply. For example, if you asked the customer to provide any information like proof of the issue, confirmation of acceptance of our offer, correct address, etc. No need to use this status for eBay tickets. Do not just change ticket status to Awaiting-Reply without replying to the ticket.
• In Progress - use this status if the customers concern/inquiry/issue is not yet resolved and you still need to go back to the customer to provide an answer, a resolution or update. For example, if you are waiting for the purchaser to provide product information, manual or resolution for an issue; for loss cases, etc. In Progress tickets should not be changed to Resolved without any reply or update from us. Always use the Wechat Reminder or scheduler so you can provide updates on time. Do not just change ticket status to In Progress without replying to the ticket.
• Resolved (EXTERNAL) - use this status if you answered/replied to the inquiry/email outside the Kayako ticket. For example, if you answered a Q&A via TradeMe or an eBay Case via eBay, you sent an invoice via eBay for eBay Total, or you cancelled an order via eBay for a cancel order request ticket.
• Resolved - use this status if you already have fully answered the customer's inquiry or if you have already solved the buyer's issue or concern.
• Closed (NO ACTION) - use this status for tickets that do not need any reply like a ticket of an eBay confirmation about a cancelled order, a Q&A with closed listing, a newsletter or advertisement.
• New - this ticket status is set by the system for any new email that enters Kayako or any reply outside an email thread. This status is also used for Loss Tickets.
• Open - this ticket status is set by the system if the ticket receives a DSAT score for the survey. The ticket needs to be replied cased on the customer's inquiry, concern or issue. Open tickets should not be changed to Resolved without a reply from us.

22/MAY/2019

Mandatory backend note format for voice:

Complaint/Inquiry Source: inbound call (phone number)

Issue:

Resolution/Recommendation:

25/APR/2019

1. Standard Note Format (Ticket and Backend)

Follow the standard note format below for both Kayako Tickets and on the Backend.

-For Tickets:

Order ID: xxxxxxx

SKU: xxxxxxx

-On the Backend:

Complaint/Inquiry Source: xxxxxx

Issue: xxxxxx

Resolution/Recommendation: xxxxxx

2. Acknowledging Customer's Contact

Acknowledge customer's contact during the initial reply. The acknowledgement can be expressed as below:

-Thank you for email.

-Thank you for contacting us.

-Thank you for your inquiry.

3. Recap (Based on Chat, Call, FB Messenger)

Include a recap of the previous contact, agreement and discussion on their replies to emails from customers who have already contacted via chat, phone call, or FB messenger.

4. Positive Language vs Negative Language (Professionality)

Use positive language when assisting customers and avoid negative language to maintain professionality.

Avoiding to say NO, CANNOT, and other negative response is advised.

5. Modifying Supplier's/Purchaser's Update/Resolution to Customers

Before forwarding the supplier/purchaser's message to the customer, it should be modified properly to avoid confusion and further issues. Due to a number errors observed during the previous weeks, it was decided that before forwarding the issue to the purchaser and before sending the update/resolution to the customer, it should be checked first by the SME

05/FEB/2018

• PICK UP REQUEST (ORDER ID: XXXXXXXX) should be used as the email subject for requesting pickup with TIG. Please change XXXXXXXX with the correct Order ID.

16/NOV/2017

Starting today, use the following templates for TIG returns:

• TIG returns for replacement
• TIG returns for refund

14/SEP/2017

New process for TIG returns:

TIG Return (Arranging pick up)

11/SEP/2017

• Starting today, for all aftersales cases, the agents of CSPH are required to log notes in the Kayako with the ORDER ID and SKU. The format should be:

24/MAY/2017

• Starting today, eBay postage calculator also includes a drop down option for suburb which should be chosen to get the exact postage fee. For postage inquiries, the email template should include this.

08/JUL/2016

• Customer service representatives are required to choose the correct TYPE (type of customer's issue/concern) in Kayako emails. Incorrect choices of types will be marked down in their QA scores related to Tools from 11-Jul-2016 onwards.

10/FEB/2016

• As the ebay messaging upgraded it's feature, we don't need to ask the customer to send the photo/s to ozauction@gmail.com just ask customer to directly send the photo/s via ebay messaging.