Prevention - Pending

Intended for: Customer Service Dept. Agents & Managers Issued: 10 January 2012 Author: P. Ghyoot Confidential for internal use only!

Groupon GmbH Rosenstrae 17 10178 Berlin

How to start Part 1

Open Mail Need follow up? Check in Knowledge Center 4 stages: Nowhere => ADD IT Help PB Partner (still needs to be solved) What is being handled right now by Prevention? (Solution is on the way update might be given) Partner Overview (Solution is there!)

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Prevention-Pending Process

How to start Part 2

Fill in Prevention Pending Fluid ONLY FOR: No Delivery Code Not active Mistake in Delivery Answer mail Pick up ticket again => macro Prevention Pending

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Prevention-Pending Process

Prevention Pending Survey

http://app.fluidsurveys.com/surveys/laurent/ escalate-to-prevention/ Fill in Prevention Pending Fluid ONLY FOR: No Delivery Code Not active Mistake in Delivery Do NOT COPY PASTE customers info in ZENDESK

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Prevention-Pending Process

Macro Prevention Pending

Add a comment for yourself easy for further communication

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Prevention-Pending Process

Phone Ticket
Change status to Pending + add tag: PVT (PreVenTion) Your tag telephone STAYS!

For mails with Tel ticket/tag : use PreventionPending macro after mail sent.
=> Mails CANNOT be sent in Pending status

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Prevention-Pending Process

How to post in Zendesk in English

BAD POST
Didnt wax everything Customers bleeding I was promised 3 courses but did not get desert Delivery not complete Customer had to pay 10 extra because it was a Friday

GOOD POST
BAD SERVICE Deal Conditions Not Respected Received 1 necklace Ordered 2 Deal Conditions Not Respected

Blabalbalbalbalblablablablablablablab Code not valid labalbalbalbalbalbalbalbalbalbalbalba lbalbalbalbalbalbalbalbalbalbalablaba Commande nest pas livre / Bestelling is niet aangekomen
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No Delivery (ENGLISH)

Prevention-Pending Process

When can I go to Prevention?

Wufoo landingspage is not active yet (within validity period) Mistake in Wufoo

Mistake on deal that is CURRENTLY online

Website of partner Bugs

911: test-aankoop (test achats)

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Prevention-Pending Process

Why change Prevention tickets process

We change the process for handling tickets that are escalated to the Prevention team Currently no clear responsibilities for problem resolution towards customer No push from CS agents to get issues resolved Tickets appear to be closed while they are not Too much copy pasting

Sub-optimal problem resolution for client!

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Prevention-Pending Process

Key take-away: YOU remain responsible for handling the ticket!

In specific instances escalation to the Prevention team is necessary, however You are responsible for follow up and handling the ticket with the customer under all circumstances

Not Prevention

The ticket will be put on Pending as long as the problem is not solved for the customer

Not closed to handover to Prevention

When you need feedback from prevention because a Code is not active or there was No Delivery or a Misatke in delivery

Fill in the Prevention Pending Survey

Result is better visibility of open tickets and better problem resolution for customers
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Summary: What to do with a Prevention-Pending ticket?

(Email ticket) (also for mails with Tel tag)
Solve issue and close ticket (status = solved) Yes, in Partner Overview Solve issue and close ticket (status = solved)

Yes

Yes No Topic is in Zendesk? Yes, in Help Do not add PB Partner topic again (wait for solution)

Fill out Prevention fluid survey

Use PVTPending macro for ticket

Ticket comes in

Can I solve it myself?

Customer info needed? Use PVTPending macro No for ticket

Yes No Add topic in Help PB Partner

Fill out Prevention fluid survey

Use PVTPending macro for ticket

Customer info needed? Use PVTPending macro No for ticket

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Prevention-Pending Process

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Summary: What to do with a Prevention-Pending ticket? (Telephone ticket)

Solve issue and close ticket (status = solved) Yes, in Partner Overview Solve issue and close ticket (status = solved)

Yes

Yes No Is topic on Zendesk? Yes, in Help Do not add PB Partner topic again (wait for solution)

Fill out Prevention fluid survey

Put status on pending, add tag PVT

Ticket comes in

Can I solve it myself?

Customer info needed? Put status on pending, add No tag PVT

Yes No Add topic to Help PB Partner

Fill out Prevention fluid survey

Put status on pending, add tag PVT

Customer info needed? Put status on pending, add No tag PVT

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Prevention-Pending Process

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