Dealing with inquiries that don’t identify : ecommerce
Like most of you, we get a variety of inquiries from individuals that say issues like “Can you tell me when my order will ship” or “I have [insert question] about an item that I bought” [they don’t state which]. It considerably frequent for the particular person to present no figuring out data in any way after which we’ve to go looking our system to see if we will cross reference their identify or electronic mail to an order. On one aspect, I need to assist the purchasers. On the opposite aspect, I would like the purchasers to assist us. I am really uninterested in making an attempt to dig into issues to determine who they’re and what they ordered. I plan so as to add an order quantity area to our contact type, however we even have some direct emails that the shopper has entry to (we meant this).
Some clients are nice with issues like “Hi, I’m Bob Smith. I bought product A last month and my order number is 12345. I have a question about.” Others ship an electronic mail from firstname.lastname@example.org and ask “Can I get a receipt for my order”, adopted by a variety of tooth pulling when the e-mail would not cross reference to something in our system solely to seek out out that his identify is Bob Smith however his girlfriend Sally Jones made the order as a birthday current.
Do you guys have any recommendation for procedures to place in place for streamlining inquiries from clients? Is it unreasonable for our assist electronic mail to autoreply one thing like “Thanks for your inquiry. Please be aware that we aren’t able to reply unless you referenced your order number in the email you just sent.” I need to do issues in a buyer pleasant method whereas curbing the quantity of sources spent determining who the heck is definitely emailing us.