How and when to escalate issues:

In this section we will deal with the most common issues that cannot be resolved by the WOW Center team.  We use Zendesk not only for communication with our customers but also within our company.  Zendesk Macros help us to keep our communications organized and easily searchable.

Customer has an issue with the price of a product.

  1. Use the Macro, Pricing Inquiry.
  2. Fill out the form.
  3. Submit the ticket as New to send the issue to the Price Alert team.

A Corporate account has an issue.  This could be a product not showing on their order guide, a time of delivery issue, ongoing quality complaints, pricing, etc.  Corporate accounts are handled by Jim Walker and Nick Rehm.

  1. Use the Macro, Corporate Account Issue.
  2. Gather the following information:
    1. Account name
    2. Contact
    3. Contact phone number
    4. All pertinent information regarding the issue
  3. Submit the ticket as New to send to the Corporate team.

Customer requests credit after 24 hours

  1. Use the Macro, Credit Request After 254 hours
  2. Fill out the form.
  3. Submit the ticket as New to send the request to the Accounting team

Customer requests to receive their deliveries at a different time

  1. Use the Macro, Delivery time change request
  2. Provide customer name, contact and number to reach contact
  3. Provide details of the request. Ron’s Restaurant needs their deliveries before 9:00 AM each day.  Someone arrives everyday at 6:00 AM.
  4. Assign the ticket to the dispatch group of the region in which the customer resides
  5. Submit the ticket as new.

Customer requests a special order

  1. Use the Macro, Special Order Request
  2. Fill out the form
  3. Submit the ticket as New to the purchasing team

Customer is having IT issues that WOW cannot resolve.  (via the web or app)

  1. Use the Macro, Web & App Issues
  2. Fill out the form
  3. Submit the ticket as new to the IT Support group