Customers can text us at 502-587-9012 with any questions they may have.  You will see these text show up in the Unassigned WOW Tickets view on Zendesk.  Here are some general practices for answering texts.

  • When a customer initiates a text and their contact information is in Zendesk, respond with “Hello (customer’s name). I can help with that” and then answer the customer’s question, enter the order, etc.
  • When a customer initiates a text and their contact information is not in Zendesk, respond with “Hello. Can you give me your name and the customer you are with?  I can help with that”.  Be sure to update the customer’s information in Zendesk
  • Some texts are easily answered by a member of the WOW Team. If a text is not able to be answered by the WOW Team, inform the customer that a representative from another team will be in touch or we will get back to them once we have an answer.  Do not leave a question without a response.  No customer wants to be left with an open text for an extended time.
  • When we need to get information from another team, communicate that with the customer with something like, “I will need to get more information from our purchasing team. I will have them reach out to you.”  Next, add a new ticket assigned to the correct group with the information or request of the customer.  Because of the way Zendesk handles texts, it is important not to re-assign a text ticket.
  • Inject personality into responses. Feel free to use your own voice and approach.  You can reflect the company’s persona and philosophy in your own way.  And yes, smiley face emojis are permitted.  🙂
  • Don’t be robotic. Texts should have personality, reflecting the fact that they come from an actual person.
  • Mimic phone skills in text. Smile, summarize, listen, acknowledge, etc.
  • We have the option of responding to any customer who has a text enabled phone with a text, even if they have called in a question. For instance, if a customer calls in asking for their delivery time and you are unable to reach the driver, you can ask the customer if they would prefer to have the answer texted to them once we receive word from the driver.
  • If another agent has interacted with a text, please speak to that agent before responding as the agent may be working on a solution you would not be aware of.
  • Texting will be our second quickest response to a customer (Talk being the first). We will answer any initial text within 30 minutes (ideally, much shorter) and will interact with the thread quickly as to keep the line of communication open with the customer.
  • If a customer stops responding, please use the Macro “Customer stopped responding via text”. For more information about Macros see “Zendesk Macro Manual”
  • End each text thread with, “Is there anything else I can help you with today?”
  • Always solve each text at the end of your shift and NEVER assign a text to someone outside of the WOW Group. If a text question needs to be asked of another group, add a new ticket. Because of the way Zendesk handles texts, we need to be very mindful of this protocol.