Once you have launched internationally, it is the BackCare that meets all of your customer requests. The exchanges with the BackCare team are handled for you systematically in the Back Office. Just as you might reply to a customer, in this case you will directly reply to the BackCare team.
Our team will manage the situation with the client and only contact you if your help is needed. Your initial messages are not visible to the customer, only to the BackCare agents. Bear in mind that in order to better meet the 24-hour deadline, we ask you to answer all BackCare requests within 12 hours. Of course, our team will do the same.
1. You can filter your after-sales service requests by date, order number etc. Use the filters that are best suited to your own organisation. If you manage different countries, for instance, then do not hesitate to filter by country.
2. The list of 'Open tickets' is sorted by date and, consequently, by their urgency. So, you always have to treat cases from top to bottom to ensure a positive response rate is maintained in your Quality Dashboard, something which has a big impact on your sales. You must only respond to the BackCare team who will speak to clients on your behalf. Always use the 'Open ticket' tab and never the 'BackCare' tab which is dedicated exclusively for the BackCare team.
3. In the 'Closed' category, you will find all the after-sales service request that have been closed within the last 7 days. These after-sales services can be opened again by the customer, the BackCare team, Back Market or yourself. After-sales service 'Archives', on the other hand, have been closed for more than 7 days. You can also come back to these. To see the relevant service request, you must apply at least one filter.
4. Make sure to respond to invoice and IMEI requests within 24-hours, too. Providing this information promptly is very important for customer satisfaction. It also helps to avoid after-sales service requests that could negatively impact your Quality Dashboard. Both of these types of requests must always be answered by you.
Writing a message to the BackCare team or the client - how can you respond as effectively as possible?
In order to ensure a top-quality service to our customers, the exchanges between you and the BackCare team must be done smoothly.
So, always answer their requests as quickly as possible by providing them with the maximum level of quality. Take into account that the BackCare team will have to convey your message to the client and that these messages are rated by the clients.