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Mammoth& | Zendesk

Joshua Carrasco

Last edited 269 days ago by Joshua Carrasco

Context: Mammoth& is the brand name and the product is a Sensory Toy for Children

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

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How to Access Zendesk

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https://bemaco.zendesk.com/agent⁠

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Email:

support@bemadesigns.com⁠

Password: Support123!

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Go to Views on the left Navigation bar:

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On the left, you will see the 'tickets' are categorized by the Shopify sites. Mammoth emails are in the "Mammoth& Tickets" tab

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

Shopify access:

mammothand.com/admin⁠

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Email:

support@bemadesigns.com⁠

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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

[For new tickets] Customer says the product is not working properly and is requesting a refund:

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

Hi {First-Name},

Ava here to help! I apologize that the Mammoth& Sensory Sock you received isn’t working properly or up to your and your children's standards.

I can certainly either send you a refund or put in a replacement for you (on us, of course!) and have it shipped to you free of charge. Otherwise, I can send you a pre-paid return label and provide a full refund for your order.

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

Best,

Ava

Customer Support

Submit ticket as Pending and wait for customer response before issuing either replacement or refund.

[For new tickets] If they say they want a replacement directly

Respond with this email:

Hi {First-Name},

Hope your day is going okay! I can certainly get a replacement processed for you, we definitely strive to offer the best customer care for all families in our community.

I've just entered a replacement order (on us!) in the system here. 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

Go to the Mammoth& Shopify Orders by going to

mammothand.com/admin⁠

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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

Duplicate their order

Add a 100% discount. Make sure the replacement costs the customer $0.

Mark as paid to create a $0.00 order for the warehouse to fulfill.

[For not-New tickets] If an email asks for definitely a Refund:

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. Please feel free to keep the Sensory Sock in case it may come in handy in the future. No need to send the

Sensory Sock back to us (we definitely don't want to hassle you further with the return process!).

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

mammothand.com/admi⁠

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Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Click Refund. Uncheck the box for restocking the product. Do NOT restock the product if the customer is not returning the product. Click confirm to refund the order.

2. Order Status

Customer asks "What is my tracking number?"

Check to see if the order has shipped yet in Shopify

mammothand.com/admin⁠

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Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

If there is a tracking number, copy and paste it with this email:

Hi {First-Name},

Ava here to help! I've just pulled up your order in our system. Here is your tracking number: {INSERT TRACKING NUMBER HERE}

Please let me know if I can do anything else for you, and please have an awesome day!

Thanks,

Ava

Customer Support

If it has not shipped yet, tell them:

Hi {First-Name},

Ava here to help! Your order will ship within 2 business days of ordering. However, we are

expecting some delays due to COVID and the ongoing pandemic. You should

receive a shipping notification shortly with a tracking number and the carrier.

Please let me know if I can do anything else for you.

Thanks,

Ava

Customer Support

*If you see that it has been more than 2 days since the customer had placed their order, please Slack us immediately and let us know.

Customer says that their order is "not delivered" or "stuck":

Check to see if the order has shipped yet in Shopify

mammothand.com/admin⁠

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Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Click on the tracking number

If it has not shipped yet, tell them:

Hi {First-Name},

Ava here to help! I see that your order was placed and hasn't yet been shipped by our warehouses. Let me give them a call and get back to you right away.

We are expecting some delays due to COVID and the ongoing pandemic. If this order still has not shipped 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

*If you see that it has been more than 2 days since the customer had placed their order, please Slack us immediately and let us know.

If it has shipped and is stuck, or delivered but the customer still hasn't been able to locate it, 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 USPS 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

3. Corporate/Enterprise Order

If an email asks to purchase bulk orders or they want to do a special order or a partnership, please 1) Slack me and let me know right away, and 2) Include a screenshot of the message.

The emails will say something like:

"I run a (classroom, therapists office, clinic) and am interested in purchasing Sensory socks for my (classroom, therapists office, clinic)."

"Could I get an estimate for 100 Sensory socks?"

"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

Customer has questions about the Sensory Sock

Use this template and fill in the blanks depending on their question:

Hi {First-Name},

That is a great question, and I'm here to help!

{Choose from answer templates below depending on their question}

I'm also going to send you a 10% off coupon as a little gift (no pressure at all to use it, just there for you or a family member if you happen to be in the market for a sensory sock anytime soon 🙂)! Use code NEWFRIENDS at checkout for 10% off your entire order. Shipping is always complimentary with our service!

Also, you can learn more about the Mammoth& Sensory Sock on our About page, [here](<https://spuddysandfriends.com/pages/about>).

Very best,

Ava

Do you have other sizes/colors? When will other sizes be back in stock?

We currently only have the Medium Grey Sensory Sock in stock. This size fits most aged 6 through 12 years old, or anyone between the heights of 3'6" and 5'2". We are currently in the process of restocking the other sizes, and will let you know as soon as they are back!

What is it made of?

They are made of high quality, hypoallergenic lycra (80%) and spandex (20%).

What is your refund policy?

We offer full 100% refunds and free shipping. As parents, we know everyone wants what is best for their kids. That's why we want to make it easy for you to try our products because we know you and your kids will love them.

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