Inbound Call/Chat/Direct Email - LASOO

A. Inbound Call

• If the customer called us directly about their order due to faulty item for example, please assist customer properly (ask for proof) and advise them to send an email with the proof to Lasoo Customer Service: Email Address contact@lasoo.com.au

• Also, instead of RECAP email, please ensure to send an email to Lasoo Customer Service by creating a New Ticket in Kayako under Crazysales - General Department.

1. Please create a new ticket under Crazysales - General Department

2. Use the subject: Lasoo OrderID : xxxxx (where xxxxx is the Transaction Reference / Lasoo Order#)

3. Recipient Email Address: contact@lasoo.com.au

4. CC: vian_wei@crazysales.com.au

Note: You are communicating with Lasoo Customer Service and not directly to the customer so please address the recipient properly.

Sample Email:

Hi Team,

We received a call today from the customer of the order# xxxLasooOrderxxx and they informed us that the item they received is defective. In this case, in order to assist them we have requested for a short video to be sent to your email address (contact@lasoo.com.au). Kindly let us know once the customer sends the email with the requested information so that we can move forward with the procedures in resolving their case.

Thank you so much for your help.

Kind Regards,

xxx
Customer Service

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B. Chat

• If the customer contacted us directly via online chat about their order due to faulty item for example, please assist customer properly (ask for proof) and advise them to send an email with the proof to Lasoo Customer Service: Email Address contact@lasoo.com.au

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C. Email

• If the customer contacted us directly via email and Lasoo Customer Service email address is not yet in CC, please add contact@lasoo.com.au in the CC section when sending a reply. In this why, Lasoo Customer Service will be looped-in in the communication.