Once you have launched internationally, it is the Back Care that meets all of your customer requests. The exchanges with the Back Care team are handled for you systematically in the Back Office. Just as you might reply to a customer, it is here that you respond to Back Care. At this point, Back Care will send your translated message to the customer automatically. Your initial messages are not visible to the customer, however. Bear in mind that in order to better meet the 24-hour deadline, it is best to respond to the Back Care team within 12 hours whenever possible.
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" after-sales services requests 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 Back Care team who will speak to clients on your behalf. Always use the "Open" tab and never the "Back Care" tab which is dedicated exclusively for the Back Care 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 Back Care 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. Be 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 Back Care 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 Back Care 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 Back Care team will have to convey your message to the client and that these messages are rated by the clients.
This also counts for messages sent by you directly to customers. They can rate you after each message is sent. Stars are awarded on the following criteria: