Hoverbyrd | Zendesk

Joshua Carrasco

Last edited 795 days ago by Joshua Carrasco.

Context: Hoverbyrd is the brand name and the product is a rechargeable flying fidget spinner.

Goal: Answer all of our brands' emails from customers to ensure the highest customer satisfaction

How: Quick, friendly responses that solve customers' problems

When: Daily

How to Access Zendesk

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https://bemaco.zendesk.com/agent⁠

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Email:

support@bemadesigns.com⁠

Password: Support123!

⁠

⁠

Go to Views on the left Navigation bar:

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⁠

Here, you will see the 'tickets' are categorized by the Shopify sites. Hoverbyrd emails are in the "Hoverbyrd Tickets" tab

When you process refunds or need to put in replacement orders, you login to Shopify:

Shopify access:

hoverbyrd.com/admin⁠

⁠

Email:

support@bemadesigns.com⁠

⁠

Password: Support123!

There are 5 types of emails that usually come up:

Refunds and replacements

Order status

Corporate/Enterprise Order

Notifications

General Inquiries

1. Refunds and Replacements

Customer says that the toy broke from usage:

Respond with this email (only if this is a New ticket):

Hi {First-Name},

Ava here to help! I'm sorry that your Hoverbyrd is malfunctioning.

We can process a refund for you or send a replacement Hoverbyrd.

Please let me know, and I can get whichever option processed for you ASAP! 🙂

Best,

Ava

Customer Support

Submit ticket as Pending

Mark Resolution Type as Replacement

Customer says that the Hoverbyrd is not working:

Respond with this email (only if this is a New ticket):

Hi {First-Name},

Ava here to help! Please try charging the Hovebyrd overnight

if you haven't already. And make sure you flick on the power switch

before shaking it to activate the Hoverbyrd.

If it still does not work, we can send you a refund or a replacement Hoverbyrd.

Please let me know, and I can get whichever option processed for you ASAP! 🙂

Best,

Ava

Customer Support

Submit ticket as Pending

Mark Resolution Type as Replacement

Customer says they don't like the Hoverbyrd

Respond with this email (only if this is a New ticket):

Hi {First-Name},

Ava here to help! I'm sorry that you are not satisfied with the Hoverbyrd.

Please mail it back to us at:

Hoverbyrd

50 Prince St

Boston, MA 02113

and we can process a refund for you 🙂

Best,

Ava

Customer Support

Submit ticket as Pending

Mark Resolution Type as Replacement

Customer says they want a replacement (from a Pending email)

Respond with this email:

Hi {First-Name},

Ava here to help! I can certainly get a replacement Hoverbyrd processed for you,

You should receive an email with a new order number and a tracking number email

will follow in 1-2 business days

Please let me know if you have any more questions 🙂

Best,

Ava

Customer Support

Submit ticket as Solved

Mark resolution type as Replacement

hoverbyrd.com/admin⁠

⁠

Find their order. If you can't find their order with their order number, find it by searching their email. If you can't find their order with their order number or email, ask them for their order number with this email :

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Hoverbyrd.com

Duplicate their order

Add a 100% discount

Mark as paid

If an email asks for a Refund:

Respond with this email (for New tickets only)

Hi {First-Name},

Ava here to help! I can certainly get a return processed for you,

and I apologize that the Hoverbyrd you received isn’t up to your standards.

I wanted to run another option past you.

I can put in a replacement order for you (on us, of course!) and have it shipped

to you free of charge. Otherwise, I can offer a full refund for your order and

send you a pre-paid return label.

Please let me know, and I can get whichever option processed for you ASAP! 🙂

Best,

Ava

Customer Support

If it's an existing ticket and they are replying to your email and asking for a refund, reply with this email:

Hi {First-Name},

I can certainly get a return processed for you.

No need to return the Hoverbyrd to us.

You should receive an email with a refund confirmation shortly.

Thank you and please let me know if there is anything else I can do for you 🙂

Best,

Ava

Customer Support

Hoverbyrd.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Hoverbyrd.com

Click refund and refund the order. If you refund the order, the order should be cancelled unless DJ and Emy say otherwise

2. Order Status

Customer asks for the status of their order or asks "where is my order?"

Check to see if the order has shipped yet in Shopify

hoverbyrd.com/admin⁠

⁠

Search for their order in Shopify

Click on the tracking number

If it has not shipped yet, tell them:

Hi {First-Name},

We are facing some unusual delays due to COVID-19. We expect your order to ship out

within a week. If that is unacceptable to you, we can go ahead and cancel your order

and send you a full refund.

Thanks,

Ava

Customer Support

If you do this, mark the email as pending until they reply.

If they reply with "yes, I want a refund", submit a refund and mark this ticket as "resolved".

If it has shipped, send them the tracking number and tell them to contact the postal service.

Hi {First-Name},

Ava here to help! I've just pulled up your order in our systems and am seeing the same thing -- definitely odd!

I understand that there have been some recent issues with our shipping carriers given logistical delays due to COVID-19. Often times, packages that are stuck or marked as delivered will show up within one or two business days. Please let me know if your package shows up.

If this order still has not shown up within the week, please let me know and I can get a full refund processed for you.

Thanks so much, and please have an awesome day!

Best

Ava

Customer Support

Mark ticket as resolved

3. Corporate/Enterprise Order

If an email asks to purchase bulk orders or they want to do a special order or a partnership:

Please Slack me and let me know right away

Forward those emails to

dhungjookim@gmail.com⁠

and

emy.han@gmail.com⁠

⁠

The emails will say something like:

"Partnership" "Collaboration?" "Could I get an estimate for 100 Hoverbyrds?"

"Do you guys offer bulk purchases?"

"Do you offer bulk discounts?"

"Could I get a quote for a corporate order?"

4. Notifications

Notification emails can be deleted. They usually look like this:

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Click on the email

Submit as Solved

Mark Resolution type as General

5. General Inquiries

TBD

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