FOLLOW-UP TICKETS
WORKING
Here are some clear guidelines you need to keep in mind when working on the follow-up bucket since we have either email and backoffice agents working on the same interactions:
Guidelines
Please keep in mind most of these follow-ups are in regards to your responses when working on open cases.
email
Agents
troubleshooting steps
troubleshooting steps
troubleshooting steps
Troubleshooting steps
troubleshooting steps
troubleshooting steps
troubleshooting steps
troubleshooting steps
It is common to find these scenarios as the customers when reporting the issue don’t include enough feedback for you to determine the issue and provide a resolution. Make sure to send instructions on how to solve the issue based on the tools and additional resources you have handy.
POP Validation Requirements
POP Validation Requirements
To escalate tickets for replacement or service orders, update contact and product information to allow the BO Team to work efficiently. Avoid sending follow-up emails setting expectations due to uncertainty about stock availability or timely service. Validate warranty requirements and escalate cases to avoid back and forth with the BO Team.
Ecommerce/Encompass/SAP/BATES
Tracking information
To check order status, use magnifying glass icon or Cockpit for e-commerce orders, Encompass website for spare parts orders, and ask supervisor for tracking ID for SAP and Bates.
Marketing, Personal Injury/property
damage and safety related tickets
Please make sure to ask all relevant information and externally escalate it using personal action to direct this type of tickets to upper management
Product general inquiries and features
Product general inquiries and features
Product general inquiries and features
All subjects related to DeLonghi and Braun products can be easily addressed by all the agents working follow ups.
Duplicate tickets
Duplicate tickets
Follow up with customers, set expectations, provide a reference, close related tickets, and update the main ticket with relevant information to continue the normal process.
Note: all upgrade and refund inquiries must be directed to their respective buckets.
agents
office
Back
office
office
office
back
back
back
steps
Troubleshooting
To assist a customer with TS issues, refer to the units' manuals for basic steps. If uncertain, consult your supervisor or advise the customer to call the helpline for a techsee session with a subject specialist to diagnose the unit issue.
upgrades
Since you have access to the SAP tool, it is a must to follow up on any upgrades offer. It is expected to escalate the ticket to in process only when the replacement order needs to be processed.
POP Validation Requirements
Tracking information Ecommerce/Encompass/SAP/BATES
Marketing, Personal Injury/property damage and safety related tickets Product general inquiries and features
Duplicate tickets
All other scenarios should be handled the same as the email agents.