Customer service questions in chat

[homespuncottage]

I get so many chat messages, but most are customer service questions about shipping etc? Is there a way to set up an auto response? I apologize if someone has already asked this question. 

[anertek]

I agree.

I wish there was an option for an immediate auto response that says something like, if your question is regarding printing, shipping, pricing (etc), please click here [insert link] to contact customer service instead as that's out of the purview of this person. If your question is regarding the digital design/template on the product, please wait for a response.

(I mean, that would be the gist of it. I have no customer service experience nor is this my first language so I won't attempt to compose something suitable.)

It can take me a good while to check the chat depending on what life looks like and I can't imagine I'm alone in that. There's also often a time difference, as I'm in Europe. And if that poor customer thinks they've actually reached customer contact and is sitting there, waiting for a reply, when I'm sleeping, a lot of unnecessary time passes until they'll get help. 

[Cat]

YESSSS!!!! I suggested that a while back, and I think it's something most of us would welcome, because it's not just the hassle of having to respond, it's the fact that the customer doesn't get ANY response until we happen to sign on, see their message, and write back saying we can't help them. This was my suggested verbiage, but anything that lets them know that we don't actually produce or ship the products would suffice:

Thanks so much for reaching out! Your message has been forwarded to the product creator. Please Note: creators produce the artwork/digital templates, but not the products themselves. If you are inquiring about product specifications, the ordering process, printing, or shipping, you'll need to contact Zazzle's Customer Care team via www.zazzle.com/about/ask. Otherwise, stand by and the creator will back to you as soon as possible.

[CreativeLeahG]

@homespuncottage 

There is an auto response for this. Zazzle initiates one with customer choosing between two options and sometimes the customer then selects US (for some reason) to deal with their shipping/fault reporting queries. We then initiate our own auto-response to redirect them back to customer services.


Zazzle autoreponse

OUR optional AutoResponse

[anertek]

I am aware of this, but since many of us still get questions about orders, shipping, product information etc, that popup is ignored by a portion of customers for whatever reason. But it seems to me they genuinely believe I make and ship the products myself and therefore can help them when that's not the case. Also, the pre-written message we can send is not (to my knowledge) automated either and needs to be actively sent by us, which means the customer might wait many hours before they get any kind of reply. 

I'd like an immediate auto response, one that is sent by the system after the customer has sent a dm or chat or whatever you want to call it, so that the customers who didn't read the first popup get information immediately and not whenever I come online, which often is many many hours - or sometimes even days - later. Because then they would understand why they need to contact customer support (= I literally can't help them because it's not within my purview) and therefore get the help they need much quicker which would hopefully result in happier and more satisfied customers.

[CreativeLeahG]

I get many questions daily and for me if they ignore my autoresponse I simply resend the autoresponse and then block them.

The autoresponse is the first one Zazzle sends. Once they type the message how is the system to know if it is a you issue or a customer services issue? 

What would be handy is a autoresponse  're away' or  'we don't take messages' etc.

It is frustrating, but less so when you simply do not engage but use the autoresponse provided. I also have a few message 'images' I send for answers to FAQ I get.

This image ensures they are made aware they selected the wrong option as contacting me about shipping, faults, product info was never an option.

NOTE:

EDIT:

You can also use the small amount of space next to your chat icon, to say you don't deal with customer queries, as well as a note in your profile. Customers can't justifiably complain about you if at many stages they have been advised not to contact you.

[Cat]

That's a great idea - to send them the image of the message choices pointing out that you're not the person to contact. 

[chefcateringbiz]

I have a few different comments on my desktop I copy and paste "I'm not a Zazzle employee, but a freelance designer; therefore I have no access to your pending products or placed orders. Please contact Z...blah-blah"  Anything that they could do on their own if they knew how to use the design area I refer to Zazzle. I'm not a Zazzle employee.