Introduction
Self-service flows in Richpanel are designed to address repetitive customer inquiries automatically, allowing your team to focus on more complex support issues. These flows fall into two categories: 'Order Topics' for order-related queries and 'General Topics' for all other frequent customer questions. Here's a simple guide to setting up these self-service flows.
Prerequisites
- Familiarity with self-service concepts.
- Admin access on Richpanel.
- Knowledge of common customer inquiries.
Steps to set up Self Service Flows
Step 1: Identify Frequent Customer Queries
Before you start, analyze your support data to identify the top 15-20 most common questions your customers ask. Look for patterns in inquiries related to orders, returns, shipping, product information, and more.
Step 2: Access Self-Service Flow Settings
Log into your Richpanel account, and navigate to the 'Self-Service' tab. This area is where you'll set up and manage your self-service topics and flows.
Step 3: Create Order Topics
Order-related questions are frequent in e-commerce. With Richpanel, you can set up self-service flows for these questions so customers can sort things out quickly. When you’re setting up Order Topics, think about the usual order questions your customers have. Here’s a simple way to address them:
- Where is my order?
- If the order's on its way, show them how to track it.
- If it hasn't been sent, explain what's happening and when it'll ship.
- Change shipping address
- If the order isn't sent yet, how to update their address.
- If it's already shipped, why they can't change it and what they could do instead, like ordering again.
- Edit my order
- If the order isn't shipped, how they can change it.
- If it's shipped, why they can't change it and suggest canceling and reordering if that’s an option.
- Cancel my order
- How to cancel if the order isn't shipped yet.
- What to do if it's already on the way, like maybe returning it once it arrives.
- Late delivery
- Showing how to check the latest on their order’s tracking.
- Explaining what to do if the delivery date has passed and they still don't have their order.
- Apply a promo code
- Adding a promo code to their order before it's shipped.
- What to do if the code isn’t working.
- Return or exchange
- Your return and exchange process.
- Any time limits they need to know about.
- Problems with the order
- Report the issue.
- Find out how it’ll be fixed, like a replacement or refund.
Customers worry about their orders. Set up topics that provide information on:
Sometimes customers need to change their delivery address. Set up topics that provide information on:
Customers might need to change their orders sometimes, to order a different size or color. Set up topics that provide information on:
Canceling an order is a common request. Set up topics that provide information on:
Sometimes orders don’t arrive on time. Set up topics that provide information on:
Forgot a discount? No problem. Set up topics that provide information on:
Returns and swaps are part of shopping online. Set up topics that provide information on:
If something’s not right when the order arrives, like a damaged item, provide a quick way to:
Suggested Order Self Service Topics
Step 4: Create General Topics
Your customers will always have questions. With General Topics in Richpanel, you can give them the answers they need, fast. Think about the questions you hear a lot and turn them into self-help topics. Here’s what most customers ask about:
- Orders and Returns
- How long it takes to get their order (delivery times).
- How and when they can send something back (return rules).
- If you send orders to other countries (international shipping).
- Checkout Troubles
- What to do if a discount code isn't working.
- How to change wrong details like their address or email.
- Help for when they can't log in.
- Questions About Products
- What the item is made of and looks like (product details).
- How to use it (instructions).
- Finding the Right Size
- How to choose the correct size for various products.
- The fit and cut of clothing items, including size charts and measurement instructions.
Customers often have questions about the logistics of their purchases. Set up topics that provide information on:
There are instances where customers encounter hiccups during the checkout process. Set up topics that provide information on:
Customers are always curious about what they're buying and want to know more about product features. Set up topics that provide information on:
Uncertainty about sizing can hinder a customer's decision to purchase. Set up topics that provide information on
Suggested General Self Service Topics
Conclusion
Setting up self-service flows in Richpanel can significantly reduce the workload on your support team by automating responses to common queries. It enhances the customer experience by providing immediate, consistent answers to their questions, allowing your support staff to concentrate on more complex tasks.