You will have two different ways to answer client requests: By your own and by working with the Back Care who will handle your international client requests. Therefore it’s very important to understand how to answer his own requests and how to work with the Back Care team.
Please note that in both cases, you have to answer within 24 hours.
1. You can filter your service requests by date, order number etc. Use the filters that are best suited to your 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. Always respect the deadline of 24 hours! This works the same for Back Care requests, which you will find in the column “Back Care”.
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.
Writing a message to a customer or the Back Care Team
Our primary aim is to provide customer satisfaction. To assure a great after sales quality, please answer always the most detailed you can to the Back Care. Please remember that they have to forward your messages and so they need to perfectly understand them.
Regarding the messages send by yourself to the clients, please note that all messages can be rated by: