HAYU DAY 2

Do we chat with our customers?

• Yes

• No

• Sometimes

What social platforms do we handle?

• Facebook and Twitter

• Instagram, Facebook and Twitter

• Only Twitter

Which Queue should we prioritize?

• Neglected Cases (24 Hours)

• Social Triage

• Personal Queue

We should reply to a customer when the case is in what "status"?

• In-Progress (Hayu)

• In-Progress (Customer)

What Twitter handle should we use to reply to customers?

• @hayu

• @hayuhelps

• @hayu_UK

  @hayu_AU

  @hayu_CA

Where can I find NEW e-mail cases?

• Social Triage

• Personal Queue

• Neglected Cases (24 hours)

In order to look for a Quick Text, what should I start typing?

• ;;

• ...

• @

We should look for previous cases if...

• Customer is contacting through Twitter

• Customer is contacting through e-mail

• We always look for previous cases

Where do we find the previous cases?

• Account Details > Cases

• Case details > Customer Cases

• Post > Previous cases

What case details do we need to change when we grab a new case?

• - Case owner

  - Type

  - Sub-Type

  - Product issue

• - Case Owner

  - Product issue

• - Type

  - Sub-Type

  - Priority