Zoom Halo | Zendesk

Joshua Carrasco

Last edited 795 days ago by Joshua Carrasco.

Context: Zoom Halo is the brand name and the product is a ring light

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

⁠

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. Zoom Halo emails are in the "Zoom Halo Tickets" tab

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

Shopify access:

zoomhalo.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 light is too bright:

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

Hi {First-Name},

Ava here to help! The ring light has multiple settings for brightness.

Try pressing the button multiple times to test out the different

brightness settings.

If you are still unsatisfied with the brightness, we can process a refund for you.

If you believe the light is broken, we can send a replacement light.

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 ring light is not turning on:

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

Hi {First-Name},

Ava here to help! Please try charging the Zoom Halo light overnight

if you haven't already.

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

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 ring light is not bright enough

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

Hi {First-Name},

Ava here to help! I'm sorry that you're having trouble with the brightness.

We can send you an additional light to help with the brightness or replace

the one you received.

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

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 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 ring light you received

isn’t working properly.

I can either send you a refund or put in a replacement light 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 ring light broke:

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

Hi {First-Name},

Ava here to help! I apologize that the ring light broke.

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

zoomhalo.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

ZoomHalo.com

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