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Panoptify | Zendesk

Joshua Carrasco

Last edited 269 days ago by Joshua Carrasco

Context: Panoptify is the brand name and the product is a USB Microphone

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

⁠

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. Panoptify emails are in the "Panoptify Tickets" tab

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

Shopify access:

panoptify.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 the product is not working properly:

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

Hi {First-Name},

Ava here to help! I apologize that the Panoptify microphone you received

isn’t working properly or up to your standards.

I can 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 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

Submit ticket as Pending

Mark Resolution Type as Replacement

Customer says the microphone broke:

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

Hi {First-Name},

Ava here to help! I apologize that the microphone broke.

I can either send you a refund or put in a replacement microphone 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

Submit ticket as Pending

Mark Resolution Type as Replacement

If they say they want a replacement

Respond with this email:

Hi {First-Name},

Ava here to help! I can certainly get a replacement 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

panoptify.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

Panoptify.com

Duplicate their order

Add a 100% discount

Mark as paid

If an email asks for a Refund because they don't like the product or they can't use it:

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

microphone 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

panoptify.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Panoptify.com

Click refund and refund the order

If an email asks for a Refund because the product is not working properly:

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 Panoptify microphone 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

microphone 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

panoptify.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Panoptify.com

Click refund and refund the order

2. Order Status

Customer asks "What is my tracking number?"

Check to see if the order has shipped yet in Shopify

panoptify.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Panoptify.com

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

Hi {First-Name},

Here is your tracking number: {INSERT TRACKING NUMBER HERE}

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

Thanks,

Ava

Customer Support

Panoptify.com

If it has not shipped yet, tell them:

Hi {First-Name},

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

Panoptify.com

Customer asks for the status of their order. "Where is my order?" or "What is the status of my order?"

Check to see if the order has shipped yet in Shopify

panoptify.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Panoptify.com

Click on the tracking number

If it has not shipped yet, tell them:

Hi {First-Name},

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

Panoptify.com

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

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.

The emails will say something like:

"Could I get an estimate for 100 microphones?"

"Do you guys offer bulk purchases?"

"Do you offer bulk discounts?"

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

"Do you offer custom microphones?" "Do you offer corporate gifts?"

4. Notifications

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

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⁠

⁠

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Click on the email

Submit as Solved

Mark Resolution type as General

5. General Inquiries

Customer says the product does not look like the product on the website

Respond with this email Hi {First-Name}, I'm sorry about the mix up. It appears you received one of our premium microphones instead of the original one. Would you like to keep it? Otherwise, we can process a refund for you or switch your microphone with the standard microphone. Best, Ava Customer Support Panoptify.com

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