Jumbotail

KB ID : JKB0012

Purpose

This process provides us the steps to be followed while documenting and following up on an issue raised by any Jumbotail customer.

 

Objectives

The primary goal of the ticketing process is to quickly resolve the issue and to minimize the adverse impact on customer business.

 

Scope

Any issue which flows through Customer delight team via telephone , what's app & SMS conversations.

 

Out of Scope

Any issue which occurs during transits, JIT or in FC which is not affecting customer or not reported to customer delight team.

 

Ticketing Process

 

1. All calls made to a customer for providing information or to update on the status of any issue needs to be documented on Freshdesk.
2. If the customer calls the support line or the CD executive calls the customer regarding a previously raised issue which is yet to be resolved then the previously created ticket needs to be updated in every attempt.
3. For delivery window confirmation all reattempts and customer responding for a missed call needs to be updated by replying to the same ticket on freshdesk/Email.
4. Any calls handled during out of office hours and holidays needs to be documented immediately once the CD executive resumes work.
5. Ticket description should have the below information.
1. Customer Name
2. Customer issue
3. Customer Sub Issue
4. Product name
5. Order Date
6. Order Quantity
7. Description
6. In the case of product return or replacement also document the below.
1. Last ordered date of the replacement product.