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Customer Service Case Protocol

Support queue/case assignment

ALL cases should be assigned directly from the support queue (Do NOT go in and accept all support queue cases, and then reassign from your personal queue)

When arriving in the support queue, scan the subject lines for patterns, (this would indicate a problem in the system or spam generated mail) especially if the queue contains a large number of cases. If the queue has an unusually large amount of cases, contact the support director immediately before moving forward.

• Open each case to determine if the case is finance related or festival related.
  
• Assign the appropriate case type and case reason.
  
• Delegating case assignment:
  

  All finance related cases should be assigned to Chelsea
  

  All festival activations or listing changes should be assigned to SNK (If SNK is out of the office, please assign to appropriate festival liaison or to Chelsea)
  

  All premium judging cases should be assigned to Blake, (until further notice)
  

  All schedule or ticketing related cases should be assigned to Natasha
  

  Any cases you are not sure of, should be assigned to Chelsea
  

Once support queue cases are delegated, you can check off the remaining cases and accept to your personal queue.

Cloning case protocol: ONLY reasons to clone:

• If you have a case that ALSO relates to another department with Sales Force access and needs to be addressed by that department. (Liaison, Premium Judging, Finance, Ticketing and Scheduling)
  
• If one case requires additional cases created, an example of this is. A festival has canceled a category and all submissions under that category need a refund issued or need to be moved to another category.
  

 

Case manual creation protocol-

Cases enable us to track patterns in the system, document customer contact, work level, as well as leave a trail that anyone at the company can pick up on.

• Support request coming in by phone (Case origin should be "Phone")
  
• DVDelivery trouble order report or service generates action needed (Case Origin should be "we generated")
  
• Customer contacts you at your direct email address (Case Origin should be "email")
  
• Unrelated question to original support request comes in on a return support request response and requires support response or action (case Origin should be "email")
  

 

Case documentation:

• All outgoing calls generated by a case should be documented under the case activity-"log a call", including brief documentation of the conversation. Issues, results, pertinent information.
  
• Incoming calls from customers concerning an already existing case should be documented under the case activity section. -"log a call", including brief documentation of the conversation. Issues, results, pertinent information.
  
• Each action taken for a case should be selected from the case action pick list.
  
• Document any pertinent information concerning the case to the comments section and make public.
  

 

Cases left in your personal queue with no response

• At the end of your work day, move all cases that have not been responded to, back to the support queue.
  

 

 

Tech priority Meeting notes

Tech priority Meeting notes

 
 

Scheduling/Ticketing: Chris

DVDelivery/CreateSpace: Miguel

FilmFinders/AFM: Alex

eCommerce: Miguel

Design/Marketing: Dave

 
 

They plan to switch Miguel to help Chris with Scheduling/Ticketing to solve more urgent problems