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Inquiry Type | Verified & General Inquiries Pipeline

The Inquiry Type property includes options from both the Verified and Unverified Contact Us forms (referred to below as VCF / UVCF), as well as additional options that we have added manually.

 

  • General Inquiry or Product Question
    - Form (VCF) and Email Inquiries
    - Questions/inquiries that do not relate to a specific order #
    - Currently includes blank/dec/freight quotes
    - If it does relate to a specific order #, flip Inquiry Type and add Order # property

  • Blank Order Question / Update
    - Form (VCF) and Email Inquiries
    - Form: fields for Order #, Web Order # and PO # are options for the dealer but are not required. If entry is wrong or inaccurate (especially for order #), CS will correct it
    - Email: ticket creator/inbox manager should include 7 digit order # when creating the ticket
    - Assigning: Sales Support will self assign
    - Other: If the ticket starts out about one order and then they ask about another order, Clone the ticket so that each ticket only has one 7 digit order # value

  • Decoration Order Question / Update
    - Form (VCF) and Email Inquiries
    - Form: fields for Order #, Web Order # and PO # are options for the dealer but are not required. If entry is wrong or inaccurate (especially for order #), CS will correct it. Order # should be 7 digits and not include part #.
    - Email: ticket creator/inbox manager should include 7 digit order # when creating the ticket
    - Assigning: Decoration Coordinator will monitor and assign. If creating a ticket from the inbox, ticket creator/inbox manager should assign accordingly
    - Other: If the ticket starts out about one order and then they ask about another order, Clone the ticket (and assign it to the CSR if needed) so that each ticket only has one 7 digit order # value.

  • Website Login/Technical Issue
    - Form (UVCF) and potentially Email Inquiries
    - May include customizer issues, login struggles, requests for logins, etc.
    - Bugs and complex issues should be referred to IT or the Website Feedback form (for dealers on the account dashboard)
    - Assigning: Sales Support will self assign

  • Partnership or Dealer Inquiry
    - Form (UVCF) and potentially Email Inquiries
    - I'm not really sure what we will see here! We may have people requesting donations, we may have inquiries that we can just direct to the dealer questionnaire. TBD!
    - Assigning: Sales Support will self assign and partner with supervisor as needed

  • Voicemails
    - Created automatically from the T1 Voicemails Inbox (aka off hours voicemails)
    - Assigning: Andrea reviews voicemails and may distribute to the team

  • Special Projects
    - Manually created tickets from supervisor for Sales Support
    - Assigning: Sales Support will self assign or ticket creator will assign