View source for Phone + Mail shift Guide

How to do PH+Emails
    

1 Access two tabs on your computer, one for emails and the other for PH, and then open your admin system in both. It will be better to open all the tabs which you think will be useful for you, for example Emailbot and tabs for all the courier companies which we are using
    

2 You must pay attention to the time of day when it’s most hectic or when customers aren't phoning while doing PH+Emails so that you can do your work more quickly.
    

3 The ideal time to do as many emails as you can is when you notice there are no phone calls.
    

4 Keep in mind if you notice that a lot of phone calls are coming in the best thing will be to stop doing emails and concentrate on phone calls, with that you can avoid a lot of mistakes
    

5  To ensure you are receiving the proper emails, open Emailbot, log in to your account, and assign emails by selecting "/" folder and not processed emails, keep in mind you won’t receive emails if you are not assigned.
    

6 Open the first email. If there is an order number in the first email, copy it, and enter it into your admin system. If there isn't, you can always copy the customer's email address and search for the order using that. Just be aware that if the order isn't being processed by email, you can send the template “no ID”.
    

7   Please note while doing both emails and PH you must always read the order history properly, to know what happened to the order and how the customer can be assisted
    

8 If you find the order, the most helpful thing to use while doing emails is templates. Templates include answers to the most common cases. You can find our most recent templates in your cloud. If you see a customer asking the same question or complaining about the same problem and the template you wanted to use is already in the order history, please do not use it again. We have several templates for most cases, so if you see there isn't a template for the situation, you can always come up with yours or combine several templates together.
    

9 If you are ready to send the email to the customer or to the recipient, (double check with whom we are dealing), always mention it in the order history. Select the graphs "include this comment" and "notify customer" (if you see that we are dealing with the recipient, do not notify customer), and don't forget to click on "Does customer have not resolved emails" in the order history, for other operators.
    

10 Copy the template that you used in the order history and paste it in the email that you opened on the Emailbot. If the order number was not specified, please copy it nevertheless and paste it in the subject line. Then send the email, switch the folder to "other," and mark the email as resolved.
    

11 If you are done with the page, always click refresh to receive other emails 
    

12 If the Emailbot is not working you can always do emails in Thunderbird, which will be on your computer 
    


13 Open Thunderbird and select the correct folder, mostly we are using vipcutomers@bloomex.ca and select inbox
    

14 Click on the first email, and basically do the same thing we are doing while using Emailbot, copy the email from the order history and open the Thunderbird, there will be a button reply, click on it and past the email, after that you can send an email to the customer, please also mention the order number 
    

15 If you want to send an email to the customer, you have to open Emailbot, click on the button send message, paste the email, mention the order number and customers or recipients email address and send it, if you want to send a picture with the email on the bottom there will be a button choose files, click on it and choose the picture you want to send. 
    

16 If you have to send the email via Thunderbird, open vipcutomers@bloomex.ca, on the top there will be a button Write, click on it, past your email, mention order number and customers or recipients email address and send it, if you need to send the picture there will be a button Attach on the top, you can click on it and choose the picture you want to send with your email.