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Hoverbyrd | Zendesk

Joshua Carrasco

Last edited 269 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

⁠

https://bemaco.zendesk.com/agent⁠

⁠

Email:

support@bemadesigns.com⁠

Password: Support123!

⁠

⁠

Go to Views on the left Navigation bar:

⁠

⁠

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},

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