Spuddy's and Friends | FB Messages | Zendesk

Joshua Carrasco

Last edited 795 days ago by Joshua Carrasco.

Context: Spuddy's is the brand name and the product is a Calming Collar for Cats

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. Spuddy's emails are in the "Spuddy's Tickets" tab

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

Shopify access:

spuddysandfriends.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 Spuddy's Calming Collar set you received isn’t working properly or up to your and your furry friend'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 fuzzy friends.

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 Spuddy's Shopify Orders by going to

spuddysandfriends.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

Spuddysandfriends.com

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 collars in case they may come in handy in the future. No need to send the

collars 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

spuddysandfriends.com/admin⁠

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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

spuddysandfriends.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

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

Check to see if the order has shipped yet in Shopify

spuddysandfriends.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 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:

"Could I get an estimate for 100 collars?"

"Do you guys offer bulk purchases?"

"Do you offer bulk discounts?"

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

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

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 loves the product

Respond with this email to offer them a discount code

Hi {First-Name},

That is AWESOME to hear -- emails like these always make my day! I hope that things are going well for you and your family at home.

If you would like, we'd love for everyone to hear your voice in the form of a review on our site: <https://spuddysandfriends.com/products/calming-collar-for-cats-pheromones-for-separation-anxiety-stress-relief-and-scratching?variant=31782846431296>

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

Very best,

Ava

Customer has questions about the collar

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 calming collar 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 Spuddy's Pheromone Calming Collar on our About page, [here](<https://spuddysandfriends.com/pages/about>).

Very best,

Ava

Where are collars shipped from?

All orders ship from the US. Our warehouses are located in Fairfield, New Jersey :slightly_smiling_face:

What are pheromones?

Pheromones are a chemical signal sent out by an animal that triggers a social response in members of the same species. They act like a hormone operating outside of the animal’s body, and are used to communicate nonverbally. Animals from insects to large mammals use different pheromones to protect against predators, sound alarms for danger, mark territories, promote mating, comfort their babies, and more.

Cats produce different pheromones for different purposes: for example, when you see your cat rubbing their cheek against a surface, they are marking it with a pheromone that demarcates the environment as safe.

Does this collar have a strong scent?

The Spuddy’s Natural Pheromone Collar for Cats is lightly scented. Infused with lavender oils and feline pheromones, most humans are unable to pick up any sort of scent from the collar.

How often do I need to change the collar?

We recommend that you replace your Spuddy’s Natural Pheromone Collar every month. Our collar is made with extended-release technology, which continuously releases the feline calming pheromone consistently over the course of 30 days.

Can this collar be used at the same time with a flea collar?

Absolutely. There are no interactions between Spuddy’s Natural Pheromone Collar and flea collars on the market.

When will I start noticing a difference in my cat?

While every cat is different, you will see results within thirty minutes to a day of putting on the Spuddy’s calming collar.

Will it work just as well if I only put the collar on my cat at night?

The Spuddy’s Natural Pheromone Collar can be worn both day and night. Depending on the times of the day that you know your cat to be anxious, you may decide to put the calming collar on during a portion of the day. Otherwise, the calming collar can be left on your pet 24/7.

Customer Requests on Facebook Messenger

Just like how tickets are resolved on Zendesk, you can fulfill customer requests through Facebook Messenger. You may follow the same Zendesk wording for different scenarios below.

Link to Spuddy's inbox:

https://www.facebook.com/spuddysandfriends/inbox⁠

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How to Cancel a Subscription

In Shopify, go to Apps > PayWhirl Subscription Payments

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Click the "Subscriptions" tab to locate the customer

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Click the Subscription number of the customer to access their subscription details

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Click "Cancel" and confirm "Yes" to cancel the customer's subscription

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Send the Customer the below email to confirm:

Hi {First-Name},

Ava here to help! No worries, I can definitely get your subscription canceled ASAP on my end.

You should be receiving an email from our system shortly that your auto-renewal has been canceled successfully and you will not be charge for any more orders.

We hope your day has been going awesome -- always happy to assist. 🙂

Best, Ava

Customer Support

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