A guide for how to interpret a customer enquiry, obtain the required information, and provide a solution as quickly as possible.
Step 1: Open a ticket and assess the details
Ideally, the customer has provided enough information in their enquiry for you to assess what the issue might be.
Essential information that you need to know is;
- is this product a KeepCup? this can be confirmed with either images or a recognised order number from our system
- if not purchased from us, where and when was it purchased?
- is the item within our 12-month warranty period?
- what type of KeepCup (size, material etc) is the customer using?
- what is the issue and what has caused it?
Step 2. Information missing? See if you can find the information you need
If the customer has not included any details about what product they have, or when and where the KeepCup was purchased, you can do some digging by using the below:
Step 3. Can't find what you need using the above? Ask for more information.
If these details aren't provided and you can't find any order history, you'll need to ask the customer for more information. They have likely purchased this from a retailer/reseller.
We have a couple of templates and snippets for requesting information, linked below:
Leaking first response - more info needed
Product Problem - First Contact
*These can be edited as appropriate, depending on the nature of the enquiry.
Step 4. Interpreting the information provided by the customer
Key things you want to look out for:
- can you see what size/style/type the Keep is?
- is there an obvious visual fault or damage that you can see?
- does one of the components have a known fault? ie. an enveloped lid
- if a known fault, you can replace this even if it's outside of warranty by a year or so
- is the issue fair wear and tear, or to be expected with daily use?
Step 5. Responding accordingly to the customer
The enquiry type that you've put in for the ticket should have a corresponding Template or Snippet that you can use to answer the customer.
Templates can be found in the email window at the top left, you can search for a relevant ticket by typing a key word.
Snipped can be found in the email window by typing # then typing a key word.