SHT support working guideline

**SalesHunterThemes support working guidelines


Rules of thumb


Have a human touch


  • Have a human heart


  • We are not robots, and no one expects you to be one - that is the beauty of customer support. So be you, be a human and talk with the customers like a human.

  • Call them by their first name, tell them you like their website (if you actually do, you don’t have to lie), and do your best.

  • Give compliments to customer’s stores if you see a customer's store is good.


  • Start with positive greetings


  • First touch point is very important. Customer came to us with a problem and the first thing we need to do is to let him / her know that they are in good hands. Give proper greetings.


  • Show empathy


  • Customers often reach out to support when they are confused and frustrated, when they have no choice left. Thus, be patient and have some empathy.


  • Use of positive language


  • Our customers never actually meet us except our product, and people create perceptions about us and our company based off of the language that we use.

  • Focus on when/how the customer will get to their resolution rather than focusing on the negative.


  • Say Thank You


  • Simply saying “thank you” to a customer can be a powerful way to strengthen your relationship with them. Receiving gratitude doesn’t just change the way we think and feel; it changes the way we behave for the better.

  • Be the last one to send messages in the conversation.


Be professional


  • Be on time


  • The first thing to being professional is being online on time.

  • If you come online late, you still need to work enough hours during the shift to handle all the tickets.

  • If you are absent, you need to find someone to switch shifts with you, then sync with the team and support team leader in the support channel.


  • Check ticket history


  • In accordance with our support flow, a support ticket might be served by multiple operators. So always check ticket history to avoid asking the same questions for customers and wasting their time.


  • Pay attention


  • Not only is it important to pay attention to individual customer interactions, but it's also important to be mindful and attentive to the feedback that you receive at large. It helps us to know what the customers are telling us without actually saying it.


  • Tone of each stage for the conversations with customers


  • Be professional, and empathetic and make every effort to help and solve the issues for the customers.

  • When you understand the issue and try to find out the solution: Eager to solve it.

  • When the issue seems to be calm and fixed: Be comfortable, and friendly but not too casual (should not call bro, yo, etc). We should use You & I. Our customers are all from over the world and we don't share the same culture. Better to play safe.

  • Always double check your message before sending. It’s a good practice to write your message in Google doc and proofread it with Grammar tool checker.


  • Be straightforward


  • While maintaining good personal touch, provide straightforward support with a firm understanding of the user's request and simple, clear answers.


  • Don’t give false promises


  • Don’t promise customers that issue will be fixed if you don’t even have the solution yet.

  • Don't make promises to customers about the tech support team responding within a few hours if you're uncertain.

  • Don’t promise the customer that we will implement his feature request right away.


  • Reduce customer anxiety


  • If the issue takes time to solve, give the customer constant updates on the progress.

  • If tickets need to be reassigned to other operators to handle, tell the user that it might take some time for that new operator to take over the case.


  • Do NOT login to customer’s store without absolute necessity


  • When customers give us their store access, it’s a huge responsibility we must be extremely serious about. Do not login to a customer's store without absolute necessity.


  • Regulations on the use of icons


  • DO NOT use any icons when our customer has bugs.

  • It is necessary to determine whether the customer belongs to the group that uses the icons or does not use them by sending the icons to the customer 2 times:


  • If they reply with icons, you can continue using icons with this customer.

  • If they do not reply with any icons, you should not continue using icons with this customer.


Help customers grow


  • Explain about the solution

At the beginning, go the extra mile to build / fix things for customers, but always tell them how you fixed the issue in order to teach them so they can do it by themselves next time. It will help to reduce support efforts and customers to get the result faster without relying on the support.

  • Give links to HelpCenter, Youtube videos & Academy

The ultimate goal of technical support is to reduce it to zero. In order to do that, we need to encourage customers to help themselves in future cases.


  • If the solution is available on HelpCenter give the user a link to a relevant article.

  • If there is no related material about the issue, submit feedback to request it.


Grow yourself


  • Spend a good amount of time practicing with the app. That's the only way you can grow yourself and provide better support quality.


Support personnel


  • When you support SalesHunterThemes ticket, it’s required to introduce you as SalesHunterThemes team member (i.e Kate from SalesHunterThemes support team) to avoid unwanted confusion.


Preparation


Setup Crisp personal information


Inside Crisp app Go to “Settings” => “Account”, and input all your personal information.



  • Set your name following the registered support name

  • Set your avatar so that teammates can easily recognize you.


  • Make sure your face is clearly visible

  • All avatar need to have plain background color (background color is either #FFE3E0 or #DDDDFF, following PageFly brand guidelines)


Setup notification


Settings > Notifications > Disable & Enable all options captured below



Configure availability


Settings > Availability > Turn off “Force offline (invisible mode)” option to go online



Make sure you disable the parameter “Set me available when using the app”.


Prepare equipments / software


Install the latest version of major browsers:


  • Chrome

  • Firefox


Reply in email format


Because we have transitioned to providing support via email, when responding to customers, please reply in email format.


The basic structure of an email includes:


  • Greeting

  • Body

  • Closing

  • Signature


Example:



Support procedure


Understand the source of tickets


Currently, there are 2 sources of SalesHunterThemes ticket



Basic steps for supporting


Start the session


  • Open related support files

  • Go online


Get tickets


  • Collect all tickets that have not been processed yet

  • Analyze tickets

  • Access store for checking and fixing if needed

  • Update store details to the tickets if needed

  • Request help from technical department if needed

  • Update store details in Visitor Data column if needed


Finish the tickets


  • Submit feedback form

  • Educate customers

  • Ask for review if possible

  • Log ticket in ticket list


End the session


  • Go to “invisible” mode

  • Log out from app


Start the session



You need to open the following file:



Go online



  • Go to “Settings” => “Availability” and make sure you are in “Online” mode.


Get tickets


Collect tickets from Anna Le's inbox


  • Go to Anna Le's inbox to take new tickets. All tickets assigned to Anna Le are considered new tickets.

  • In the support shift, you need to proactively take tickets from Anna Le's inbox.



  • Add “.” in the ticket’s note and assign this ticket to you.



  • To filter tickets that you are taking care of, select “Assign to me”.


  • Note that when you filter assigned tickets, you will not see new tickets coming, so you will have to switch back to “All conversations” or “Assign to Anna Le” to check new tickets



Responsibilities when handling tickets


  • Process tickets starting with the oldest first, working up to the most recent ones that customers have been waiting for.

  • When handling a ticket, always ensure that you provide detailed guidance using screenshots or a screen recording before sending the solution to the customer.


Analyze tickets


There are 2 types of tickets:


Ticket type


Ticket handling guideline


New ticket


  • Analyze requests carefully.

  • Pay special attention to the data being asked by automated systems and don’t ask customers again.


Tickets that has been previously handled by another operator


  • Analyze the previous discussion with the customer carefully. Don’t ask customers about the problem again.

  • Minimize the disruption. You can introduce yourself like: “Hi A. Kate is away for now, so I’m jumping in to help you out.”


Verify Theme Installation


Before providing support, please check if the customer has installed the theme. You can verify this on the Admin Console.


If the customer has installed the theme, proceed with support as usual.


If the customer has not installed the theme:


  • If the theme is not from SHT and it has the same name as a theme from Theme Forest or other platforms, send the shortcut "!reject-theme-outside-sht".

  • If the theme is unlicensed or the customer has not installed the theme, use the shortcut "!reject-unlicensed-theme".


NOTE:


  • If you encounter a ticket where the customer is using an unlicensed theme, please notify Support Team Leader (Thao Kate) and Rating Team Leader (Linh Cookie)


Give answers


  • Friendly Greeting: Use the customer’s name.

  • Always update issue status with customers after receiving the tickets

Ex: I am [Name] from SalesHunterThemes support team. I am checking your issues of (1)..., (2)... It will take around xx hours to finish, I will keep you posted about the progress

  • Clearly List Issues: Use numbered points to ensure no issues are missed.



  • Provide Detailed Solutions: Offer specific solutions for each issue (include records/ screenshot and manuals/video tutorials)

  • Thank and Invite Further Contact: Thank the customer and invite them to reach out if needed.

  • Maintain a Positive and Professional Attitude.


Request access to customer’s store


In most technical cases, we need to access the user's store to take a look at the issue for investigation.


Find the store


Store access link will be available inside Crisp ticket’s Visitor Data column.



If the store access link is not available on Crisp:




  • View homepage HTML code

  • Do text search in the code for string “myshopify.com”

  • Get the original URL


Detailed instruction: https://www.loom.com/share/b3b95126e45f4f1cbb4f30ee151f9421


  • Note Store access link into Visitor data


  • If search doesn’t return a result, ask the Support Manager to help.


  • Click “Log in”.




Add store access information to customer data


Once you have located the store access link, be sure to add it to the customer's data in the ticket’s Visitor Data column.



Request store access



Request to create staff account


Sometimes, customers can’t / don't want to grant store access. In this case, we need to request customer to create staff account as follows:


  • Via live chat:


  • Ask customers to create a staff account for email “hi@saleshunterthemes.com” with the following permission: Products, Apps and channels, Settings, Themes, Blog posts and pages, Navigation.

  • Ask the customer to inform them when the account is created.

  • If a customer's store reaches a max number of staff accounts, ask him / her to disable one of those accounts temporarily so you can fit in.


  • Once a customer creates a staff account invitation, a ticket will be created in live chat based on that invitation. You need to find it by:


  • Select "All conversation" (at the bottom of ticket list)

  • Select filter "Staff account notifications" (on top of ticket list)


  • In the filtered ticket list:


  • Find the one that is related to the customer store

  • Click on the link near "Create staff account"


  • On the next page, input password “E(&j$XV8j8286Z%x" to login


From now on, you can access customer store via link xxx.myshopify.com/admin with account:



  • Password: E(&j$XV8j8286Z%x


Get Shopify Authentication Code to access shared email:


  • Install Google Authenticator app



  • Configure the app


  • Open the authenticator app on your mobile device and scan the QR Code.



  • Recovery Code: 12F9-5FF8-D50D


Request help from technical department


When technical expertise is required to resolve the case, follow the regulations:


Before requesting help


  • Make sure you try everything to help customers, including checking this troubleshooting file to find a solution

  • Request access to the customer's store.


Leave a dev note


Each dev note MUST HAVE THE FOLLOWING DETAILS:


  • Summary: Summarize the main points as detailed as possible

  • Store access: The access must be approved and added into Visitor Data on Crisp.

  • Screenshot / Recording of the issue


Communicate with Technical Team, Dev Team


  • Post the dev note and ticket URL to Slack to request help from the technical support team

  • For urgent cases, mark “URGENT” at the top of your dev note on Slack or You can contact them directly through Slack or call to ask for help.


  • Support: Anna: (+84)796252997

  • Rating: Cookie: (+84)37539694

  • Technical: Leo: (+84)968164172

  • Dev: Anh Donny: (+84)974495805


Update store details to the ticket



During the support, you will get details about the store which need to be stored manually in the ticket’s Visitor Data column. The data are the following:


Data


Description


Store_password


Password to access a protected store.


Store_access


Link to store on Shopify partner dashboard


Store_URL


Storefront link (normally home page)


Password


Storefront password (if have)


Finish tickets


Resolve tickets


Support operator need to resolve tickets in these cases


  1. Customer Confirms Resolution

  1. Customer Confirms Resolution and Asks Another Question

Click "resolve ticket" and continue to support the customer.

  1. Customer Does Not Confirm the Resolution but Asks Another Question:

Click "resolve ticket" and continue to support the customer.


Submit feedback


Support operator not only has the responsibility of providing help for users, but also for feedback to improve the product, making sure no other users will have the same problem. The feedback can be made via SalesHunterThemes Feedback Form.


Educate customer


  • Ask if customers need more help.

  • Encourage customers to visit the Help Center so that they can help themselves next time.


Ask for review


Make sure you read and follow this guideline before asking for theme review.


End the session


Go to “Invisible” mode



Go to “Invisible” mode when you are not available for support, but still need to be active in the system to wrap up current tickets.


Reassign your tickets


At the end of your shift, you need to wrap up all tickets and add tag(s) for the corresponding tickets.


Action required for each ticket type as below:


Ticket type


Action to take


CW


Wrap up all tickets that you are supporting by giving a last support effort from you.


Try to be as useful as possible with your current case, and make sure not to ruin the customer’s experience.


Leave a note summarizing the issue for the next shift to save time reading chat history.


Add tag(s) for the corresponding tickets.


Assign to “None assigned”, so the tickets that have tag(s) will be handled as guidelines.


WW / NW


Assign to “None assigned” so Crisp will automatically assign tickets for online ops when the customers send new messages.


Technically, at the end of each shift, your inbox needs to be empty. If not, customers might need help when you are offline and they will have to wait.


Handling special tickets


Use shortcuts


In Crisp, there are saved replies (shortcuts) that operators are encouraged to use in order to automate and shorten the amount of time spent on each conversation.


  • In case of concerns, suggestions or questions regarding shortcuts, contact the Support lead directly to discuss.

  • Do not make changes, edit or remove these shortcuts under any circumstances.


Type the predefined reply letter then the shortcuts will appear.



Handle refund requests


Please follow these steps:


  • Use !refund shortcut.

  • Add “refund" tag

  • Assign to Anna box at the end of your shift


Handle discount requests


Please follow these steps:


  • Use !deny-discount shortcut.

  • Assign to None at the end of your shift



Handle bug ticket


For Frontline


If you encounter a bug,



  • You must include the ticket link when submitting.


  • Add the tag "bug"

  • Leave a note


For Developer


After fixing the bug, go to the ticket link and update the customer on the bug status.


Handle custom code requests


Predefined messages


Custom Code FREE - pre-defined messages


Diagram


https://lucid.app/publicSegments/view/3e78c048-e018-413e-a36f-244786c19509


For Frontline


  • Receive Requests on Crisp:


  • Tag each custom code request with freecustom.


  • Handle Custom Code Requests:


  • Requests < 30 Minutes or within your ability:


  • If the request can be completed within 30 minutes and is within your expertise, handle the request directly.

  • Notify the customer of completion

  • Log the custom code details in the ticket note, including:


  • What code was added and where it was added.


  • Requests > 30 Minutes or out of your expertise:


  • Post the request in the Slack group #sht-support

  • Use predefined messages to buy time

  • During Business Hours:


  • If the TS team accepts the request, notify the customer of the estimated completion time using a predefined message, and log the information in columns A-F of SalesHunterThemes: Store Customcode

  • If the TS team declines, inform the customer of the reason (provided by TS) using a predefined message, and log the information with Status as "declined" in columns A-H of SalesHunterThemes: Store Customcode


  • After Business Hours:


  • Post the request in Slack, and the TS team will directly manage customer updates for these cases.


  • Notify Completion:


  • If the request is completed within your shift, notify the customer directly.

  • The TS team will handle customer communication if the estimated completion time exceeds one shift.


  • Customer Communication:


  • When sending the code, inform the customer of the location where it was added.

  • Remind customers that upgrading their theme will remove custom code, and advise them to save the code. Encourage them to reach out to support if they need to reapply it.


  • Request a Review:


  • Follow the “Asking for Reviews” guideline to request customer feedback after completing the service.


For Technical support


Handle Feasible Requests:


  • Time Estimate:


  • For requests estimated to take less than 30 minutes, proceed directly without creating an issue.

  • For requests requiring more than 30 minutes, create a Jira issue to assign tasks.


  • Notify the FL team of the estimated completion time so they can update the customer.


After-Hours Requests:


  • Post updates on Slack and TS directly manage customer communication (the FL team will assist if available)


Notify Completion or Delay:


  • The TS team will handle customer communication if the estimated completion time exceeds one shift.


NOTE


  • Review the feasibility of each request based on technical capacity and resource availability.

  • Check tag dev + freecustom daily


Knowledge Management:


  • Save all completed and pending custom code requests in the Custom Code file for future reference and to build a database of commonly handled requests.


Handle Give access ticket


Please make sure to find the related link ticket and note it in the ticket.



Handle referral tickets


If you find any customers who have questions related to SalesHunterThemes Referral Program, please:


  • Use shortcut !referral-delay

  • Add “referral” tag

  • Assign to None at the end of your shift


Handle Collaborator Account Approval tickets


When a Shopify Partner store approves your request for a store account, you will receive a notification similar to this, please note the related tickets for easy reference.



Use ticket’s tag


Depending on the case, the system will assign certain tags to tickets. And you can only use the “dev" “refund" “service" “marketing" tag. Read more about tags.


Important


Do not use a custom tag. Only utilize predefined tags.


Do not DELETE any filter tags.



Bonus & Fines


Bonus


Theme store review


100%


For the review claimer.


The operator who managed to successfully ask for a review.


Rating Leader have rights to go through tickets and ask for reviews when they think it’s possible to get the review, but involved support operators didn’t ask for it.


  • Bonus is defined as following


Activity


Bonus (USD)


Positive


6


Crisp review


100%


For the review claimer.


The operator who made the customer happy, satisfied with the efficient and professional support service that you provided.


  • Bonus is defined as following


Activity


Bonus (USD)


Got new 5-stars Crisp review


5


Penalty


Review penalties


  • Bad review: Note CON in the employee's performance record.


Non-Compliance with Guidelines


  • 1st Infraction: Issuance of a warning.

  • 2nd Infraction: Note CON in the employee's performance record.


Anonymous report


All support members can anonymously submit feedback about all issues in the support work through this form


Encourage feedback details with images/ screenshots and videos as proof.


The company wants to know and listen to your feedback to improve and grow more and enhance the support quality as well as keep the professionalism in the support team.


Reference


Updated on: 13/12/2024

Was this article helpful?

Share your feedback

Cancel

Thank you!