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July 2024 AnnouncementsUpdated a year ago

Week of July 29- August 2, 2024 Announcements

July 31, 2024:

  • ANZ Winter Sales Ends
    Click here for more information on this promotion

  • Ticket Field Updates:
    • Contact Reasons: Data Deletion Request, Therabody University
    • Resolution: 
      • Cancel- Processed: Used when a cancellation request is processed
      • Cancel- Not Processed- Tracking Provided:  Used when a cancellation request is unsuccessful
  • Macros
    • Data Deletion Request- Customers who request that their data is deleted from our system may be sent the macro with this title. This macro includes both a form as well as an email where the request can be sent. 
    • Internal Notes: Warehouse internal Notes have been updated. Please be sure to select the appropriate internal note macro for your reason for warehouse contact. 
      • Agents contacting warehouse- simply copy/paste the information from the internal note into your email to the warehouse.
  • Duplicate Tickets: Duplicate tickets that cannot be merged must be noted with the Duplicate Ticket macro. When applied, this will auto close your ticket.  
  • TheraFace Conductive Gel Alternatives: Can be used when customer reach out regarding alternatives to our Conductive Gel as well as for those customer who live in regions where this product is not sold


July 30, 2024:

  • New Teams added to Gorgias:
    • Therabody Quality Team:  Only Internal Therabody Agents are permitted to assign tickets to this team. This team consists of CJ Frederick, Karen Gibbens, and Brandon Jones.

  • Check Customer Timelines: When working on tickets, always review the customer timeline to see if there are multiple tickets about the same issue. For example, a customer might send three emails about one problem; even if the ticket is resolved, those previous emails might still be open. Ensure you've addressed all the customer's questions and close all related tickets to keep our system organized. 


July 29, 2024:

  • Robert is out of the office beginning July 29th returning August 1st

Week of July 22-28, 2024 Announcements

July 27, 2024:

July 26,2024: 

  • Assigning Tickets: Anyone assigning tickets must review the customer timeline to ensure the ticket is not being handled by multiple agents. Tickets should be managed by ONE (1) agent only.
  • Macro Updates:
    • Troubleshooting is now Product Support
  • Internal Notes: We now have internal notes that populate the following templates:
    • Refund Requests- Please begin requesting refunds directly in internal notes using this note
    • Refund Issued
    • Warehouse Comms
      • Warehouse Contact Request
      • Warehouse Contact Request Completed
    • BOPIS Request
    • Compliance Escalations
      • Critical/Moderate Escalation Request
      • Compliance Escalation (TB TEAM ONLY)
  • New Articles:
    • Distributing Discount Codes: Covers/includes the link to our Discount Code Sheet.

  • New Tags:
    • Refund Requested
    • Refund Issued
    • Warehouse Contact Requested
    • Warehouse Contact Completed
  • Contact Reasons:
    • Product Availability (Pre-Sale)
    • Not Holding a Charge (Product Support)

  • Jazmynne will be Out of Office beginning at 11am, returning Monday


July 24, 2024:

  • Annamarie & Robert's Out of Office- Traveling back to the states
  • For Support, post your questions to the gorgias-support slack channel
  • Temporary Processes: Until the CSTeams inbox is created, please be sure to follow these outlined processes:
    • BOPIS: Via an internal note within your ticket, notify/@ Demi Wusu & Krystal Rivera with the following details:
      • SFCC ID
      • BBY Order ID
      • Netsuite Item Fulfillment number
    • Warehouse Communications: Via an internal note within your ticket, notify/@ your Team Lead as well as Martin Quintero & Vanessa Servin Cornejo with the following details
      • SFCC ID
      • Netsuite Item Fulfillment number

July 23, 2024:

  • Annamarie & Robert's Final Day On Site
  • Trade up Code sheet is now called Therabody Discount Codes
  • Snoozing Tickets article has been updated
    • Be sure to add an internal note as to why you are snoozing your ticket along with the appropriate ticket tag (refer to the Tag Glossary)
  • Updates to Ticket Fields
    • Contact Reasons now include:
      • Checkout Error, Site Discrepancy, Missing Goods, Refund Status, Replacement Status

July 22, 2024:

  • GORGIAS IS OFFICIALLY LIVE! 🎈 🎉 🎊
    • Log into the Production Link found here
    • Once logged in, immediately change your availability by following the steps listed here

Week of July 15-21, 2024 Announcements

July 18, 2024:

July 17, 2024:

  • Annamarie and Robert Traveling to Puebla, MX for Gorgias Training
    • They will be onsite from July 17th - July 24th
  • All Agents Must Complete Gorgias Training by EOD

July 16, 2024:

 

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