Retail Help Desk & Customer Service Software

Key Activity & Process: Manage product replacement and service

How it may be Happening?

A customer emails customersupport@retail.com or might call the customer support to request a product replacement or a service, which are usually directed to a specific staff’s email or phone.

What are the Issues and Challenges in Current Process?

The customer support in charge should acknowledge the request by sending a confirmation email notifying the customer and service department or the service partner. Usually, the staff asks for product details, including the invoice, and provides a timeline for the service or replacement. The email or the call goes to a single person’s mailbox or phone, and it may not be responded to if the customer support in charge is busy or is on leave or vacation, impacting customer satisfaction.

How does Gridlex Zip Helps Improve This Process?

With Gridlex Zip, the email is sent to a common shared mailbox where multiple staff from different departments can monitor the same Inbox. These emails are converted to Tickets to monitor and track service level time.

Key Activity & Process: Manage product returns and refunds

How it may be Happening?

Customers email retail customer support to request a return, refund, or exchange. The retail staff acknowledges the email and redirects it to the concerned sales department.

What are the Issues and Challenges in Current Process?

The customer support should acknowledge the request by sending a confirmation email notifying the customer regarding the initiation of the return and refund. Further, they would need to inform the sales team regarding the return. The request goes to a single person's mailbox or phone. It may not be responded to if the customer support in charge is busy or is on leave or vacation, impacting customer satisfaction.

How does Gridlex Zip Helps Improve This Process?

With Gridlex Zip, the email is sent to a common shared mailbox where multiple staff from different departments can monitor the same Inbox. These emails are converted to Tickets to monitor and track service level time, improving customer satisfaction.

Key Activity & Process: Manage warranty claims

How it may be Happening?

Customers email retail customer support regarding the warranty claims for defects in products. The customer support acknowledges the email and redirects it to the concerned product's service partner.

What are the Issues and Challenges in Current Process?

The customer support should acknowledge the request by sending a confirmation email notifying the customer regarding the initiation of the warranty request and the service partner regarding the claim. Usually, the staff asks for the original invoice and provides a timeline for the request. The email or the call goes to a single person's mailbox or phone. It may not be responded to if the customer support in charge is busy or is on leave or vacation, impacting customer satisfaction.

How does Gridlex Zip Helps Improve This Process?

With Gridlex Zip, the email is sent to a common shared mailbox where multiple staff from different departments can monitor the same Inbox. These emails are converted to Tickets to monitor and track service level time, improving customer satisfaction and sales.

Key Activity & Process: Track customer feedback

How it may be Happening?

The customer relationship manager emails the customers to get feedback regarding the shopping experience or product feedback to accommodate improvements.

What are the Issues and Challenges in Current Process?

The email is sent from a staff's mailbox, and if a customer has a suggestion or an experience while shopping, they email it back. If the staff is out of the office or sick or takes more than a week to acknowledge and escalate it to the concerned department, it might impact the customer experience.

How does Gridlex Zip Helps Improve This Process?

With Gridlex Zip, the email is sent to a common shared mailbox where multiple staff can monitor the same Inbox. These emails are converted to Tickets to monitor Service Level times, maintain response rates, and accommodate improvements by directly sharing the feedback with the sales and customer success team.

Key Activity & Process: Manage supply chain

How it may be Happening?

The retail supervisor notifies the partner wholesalers to supply the required products within a specific time frame via email to maintain sales and improve profits.

What are the Issues and Challenges in Current Process?

The retail supervisor emails the partner wholesalers regarding the required product stock to be delivered on the specified timeframe. The wholesaler acknowledges the email by sending the order details and the timeframe for the supply. The retail supervisor needs to confirm the order and assign it to the concerned logistic department and notify the retail staff. The email sent by the wholesaler to a single person's mailbox may not be responded to if the supervisor misses the email or is on leave or on vacation, impacting sales.

How does Gridlex Zip Helps Improve This Process?

With Gridlex Zip, the acknowledgement email from a wholesaler is sent to a common shared mailbox where multiple people from different departments can monitor the same Inbox. These emails are converted to Tickets to monitor Service Level times to maintain response rates and improve the supply chain and internal operations.

Key Activity & Process: Manage warehouse

How it may be Happening?

The retail supervisor enquires warehouse managers regarding the stock assessment so that products are readily available on the retail floor to meet the demand and deliver to customers on time.

What are the Issues and Challenges in Current Process?

The retail supervisor sends an email to the warehouse manager regarding product stock. The manager acknowledges the email by sending the details. The retail supervisor needs to confirm it, assign it to the concerned logistic department, and notify the retail staff. The email sent by the supervisor and the manager goes to a single mailbox, and it may not be responded to if they are busy or on vacation, impacting the sales.

How does Gridlex Zip Helps Improve This Process?

With Gridlex Zip, the acknowledgement email from a wholesaler is sent to a common shared mailbox where multiple people from different departments can monitor the same Inbox. These emails are converted to Tickets to monitor Service Level times to maintain response rates and improve the supply chain and internal operations.

Key Activity & Process: Manage Knowledge base and FAQs

How it may be Happening?

Customers or the staff email or make a phone call to ask for a FAQ like a process, working time, product detail or availability. The email goes to a single person’s mailbox, and they would have to reply to the different emails with the same answers multiple times.

What are the Issues and Challenges in Current Process?

The customers or staff email goes to a single person’s mailbox, and they would have to reply to the different emails with the same answers multiple times. This increases the service time and effort.

How does Gridlex Zip Helps Improve This Process?

With Gridlex Zip, you can set up canned responses to the FAQ, and it can be automated so that the response time is reduced and customer satisfaction and sales increase. Further, you can set up an internal knowledge for the team to access articles, how-tos, and other important documentation to assist generic queries and improve operations.

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