Industry · Beauty and personal care
Support for beauty brands that know their range.
Product questions need someone who knows the products. Route them to that person, keep how-to articles in the help center, and answer order questions with the order on screen.
NKNoah Kim
Which cleanser would suit dry skin?
A rule tagged it product and assigned Product team
ARAna RuizMacro: Product advice
For dry skin, our cream cleanser is the gentler pick. The how-to-use article is linked below.
Sent from your support address
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Questions this covers
- “Which product is right for me?”
- “How do I use this?”
- “Where is my order?”
- “Can I change my order?”
How it works
From the customer's email to the answer
Three steps, each one a part of the helpdesk that works today.
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Product questions find the experts
Rules tag tickets about products and assign them to the people who know the range best.
Tag shipping questionsWhenA ticket is createdIfChannelisemailandMessagecontains any ofwhere istrackinghasn't arrivedThenAdd tag: shippingAssign team: OrdersSet priority: highRecent runs
- #41829:41Tagged, assigned to Orders
- #4176Tue 16:02Tagged, assigned to Orders
- #4169Tue 11:18Tagged, assigned to Orders
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Answers from your own articles
Write how-to and ingredient articles once in the help center and link them in replies.
Demo Store HelpHow can we help?
return a giftOrders and shipping
6 articles
Returns and exchanges
4 articles
Products and care
5 articles
Your account
3 articles
Contact usStill need help?
Send us a message and we'll answer by email.
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Order questions, answered fast
The customer's orders sit beside the ticket, and macros fill in the tracking link.
MOMaya Okafor9:41Hi, order #1042 said 3 to 5 days and it has been a week. Tracking hasn't moved since Monday. Can you check where it is?
BCBen CarterInternal note9:44Carrier shows #1042 at the regional hub since Monday. I asked them to trace it.
ReplyNoteForwardHi Maya, thanks for waiting. Your order #1042 is at the carrier's regional hub and we have asked them to trace it.From help@demostore.exampleSendSend and close
The parts of the helpdesk doing the work
Rules
Tag and route new tickets before anyone opens them. Learn more
Help center
Articles customers find before they write in. Learn more
Customer sidebar
Orders, totals and delivery status beside the ticket. Learn more
Macros
Saved replies with the order number and tracking link filled in. Learn more