Customer Ticket Creation
The customer will log a ticket using our Help Page on takealot.com, this all happens when a customer has a query in which they require assistance with. The Help Page has a self-service available in which customers can use to close the query.
The customer will click on the tab related to the query and it will populate various outcomes. From here a customer can select the query type which will provide them with an explanation as to what may have caused this.
If the customer is satisfied with the explanation, they will be presented with a question to ask if the explanation was helpful or not. The customer then has the option to either click ‘Yes’ or ‘No’.
If the customer clicks ‘Yes’, the ticket will be closed.
If the customer clicks ‘No’, then a pop up field will become available which requires information to be completed by them.
The customer will have to enter their first and last name, Order ID if any, an email address will automatically be added if the customer is logged in and lastly any further information that the customer would like to add or provide us with.
From there, a ticket is sent to the Takealot CS Team and comes through to Zendesk. The ticket will be assigned to an agent and the agent will further assist the customer in resolving their query.
Answerbot will populate suggested articles in which the agent can utilize in order to respond to the customer. These articles are directly linked to the same explanation provided on the Help Pages for customers to review.
The suggested articles aren’t necessary to use, however, could help in assisting or understanding the query the customer has.
The customer can either close the ticket by reviewing the Help Pages and clicking ‘Yes’ which will mark the ticket as solved and stipulate that the customer has found a solution on Answer Bot.