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Customer Service Department Franz - Manager Kamil - Coggle Diagram
Customer Service Department Franz - Manager Kamil
Inbound CX
April /Reda/Kamil Filippo loreti
Jane - Shipping issues
Ednalyn - Charges backs
Armie - Other brands Praesidus etc..
Cheryl
Quality insurance new staff
Swiss Arnie / Vlad
Ferdinand
Outreach Customer Experience
Business dev team Franz and Brands Managers 2 peoples + Franz -> Brand Manager? Kpi is targeting converting 10% of the abandon cart - Adding the widget trying on FL for daily outreach
Systems are phones and chat Zendesks Talk
Daily Extract abandon cart - extract into a crm Zendesk support - and assigned the client to a CS - we can track per ticket 1 Staff -> Weekly Reporting
Training Outreach member per brands
Promotions Calendars to onboard outreach team -> SOP with USP + Special promos + Special event + special products
Process is emailing -> Concierge + chat -> Visiting the benefit a concierge mgr could propose
Widget apps -> On line chat
After Sales 2 staffs (night shifts)
Phones -> emails
Systems Zendesks
One account one staff ok.
Zendesk talks for outreach
Reporting
Reach Frederick for charges back and fraud
Logistic and charges back for logistic Sandrine/Kim
Brands Managers for weekly meetings Kamil
Quality issues
Service issues / User experience
Product functions issues
Define outreach strategy