Introduction: 

-Freshdesk is one of the channels where customers/suppliers may be able to reach out to CSO for support to onboard on the SLM platform or request assistance on completing forms and documents etc.

-CSOs follow guidelines on how to answer supplier/customer queries through email via suppliers@inghams.com.au.

Email: suppliers@inghams.com.au and respond through inghams@robobai.com

Scope: All Ingham's suppliers with access invitation are able to reach out through Freshdesk.

Maintenance: Quarterly

Owners:

Users - Robobai Customer Support Team

Instruction:

Ticket subject: Email - Supplier Name - Issue

  • Read and understand the email thoroughly to provide accurate information and resolution.

  • Provide proper opening, if the first and last name is not available, use Hi or Hello.

  • Answer all the enquiry if possible. 

  •  Ask probing questions if needed.

  • Provide closing statements and heads up about CSAT surveys. 

  • Create a ticket. Refer to Standard Enquiries for tagging

    • Contact:
      Issue:
      Resolution/Investigation:
      Follow-up:


  • Merge if needed. Refer to SOP: How to create FD ticket