Promoting Self-Service

Customer calls in with issues ordering online.. What do we do today? … apologize and offer to place the order for the customer.

Going forward… We want to enhance the customer experience by promoting self-service options for the customer. What does this mean? We want to probe to better understand what frustrations our customers are experiencing so that you can find a solution to make their shopping experience a more enjoyable one. This is a service we’re providing, at any point that it becomes frustrating, difficult or takes too much time to troubleshoot the online issue, offer to take the order.

Why do we want to promote self service? Provide a seamless experience to our customers with the ease and convenience of online ordering. Reduce calls to Customer Service to place orders Escalate trends with issues with website performance and functionality Customer can check order status online Customer can print return labels and they will attach to order in GQ

Putting it into action “I was trying to place the order online but I couldn’t get your website to work” Ask the customer what issues they are having with our website. Use probing questions to understand and clarify the issue. What issues are you having? When you click here what does the website do? What error message are you receiving? What items are you trying to purchase? What promotion code are you using? By asking these simple questions it will help you determine what the issue may be and will assist you in educating the customer to prevent future errors.

Common Scenarios “I got a message to call Customer Service”. Does the billing address match what your bank has on file? Are you billing and shipping to the same address? Does the address match what your bank/credit card company has on file? Did you verify the security code? This error message means that the customer tried too many times and is now blocked from online ordering. In order to proceed online today and in the future, they will have to clear their cache/delete cookies and enter the correct billing address for the credit card. Offer to place order for customer. Once the order is booked, view the order, expand the payment section on the order tab. This information confirms if the customer’s address has been corrected. If you see this error, let the customer know there is still an issue with either the billing address or the shipping address. The error will cause delays with processing their order.

Common Scenarios “I am tax exempt but I am being charged tax on your website”. Have you placed tax exempt orders with us in the past? How are you paying for the order? Inform your customer that we would need to sync their online account with our system. Obtain the customers info either the customer number or phone number associated with their account. Proceed to sync the account via the Web Maintenance tab. The customer is now able to order online and take advantage of the tax exempt status. If able, allow the customer to confirm the issue has been corrected by logging back into their online account and are no longer seeing tax. -This process also works if the Customer is wanting to order using a PO. - Customer is locked out of account or has forgotten their log in information we would want to use this same process.

Common Scenarios “I’m trying to order my uniforms online but I can’t personalize it” Are you attempting to order on galls.com or your agency eQuip site? What personalization do you want to add? Advise your customer the www.galls.com website is limited in options for adding customization to items, useless it’s your agency specific website. Most customization has be ordered over the phone via Customer Service. Offer to place the order Advise the customer that customized orders are non returnable. Due to technical consideration all orders must be taken over the phone.

Common Scenarios “I’m online trying to order but I can’t figure out what size I need.” What are you order? Do you see the size chart or help info link on the product page? What specific question do you have about the sizing? If there is no size chart for the product that the customer is wanting to purchase direct your customer to our online resources on our website. This is a great resource for your customer to use to find answers to general sizing questions. If this doesn’t resolve, assist with answering sizing and encourage customer to continue with their online order.

Key points Customers like the convenience of ordering online. Expand our services by promoting self service Ask probing questions to determine what the issue is and resolve. By resolving the customers issues of ordering online you are enhancing the customer experience for future orders. Probing for issue resolution will be evaluated going forward on quality assurance monitors

Q&A