Subject: New macro structure & warranty procedure updates
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Wed, 7 Sep 2022 14:16:47 +0000

Hi Pritish,

As discussed, I cleaned the Zendesk macros up and here are some details about the changes. I also included some details about warranty procedure changes. Please let me know if you have any questions or concerns. Also let me know if there are any other templates that the warranty team uses regularly, then we can also create them as macros.

  1.  New Macro structure with the sections and subsections

Templates
Documentation (common macros for internal notes like case summary, next action and closing standard)
Email (general customer facing email templates like greeting, signature and unresponsive customer follow up)
Transfer (transfer to Level 2 and Customer Service macros)

Enterprise
Transfer (transfer to Enterprise Country Partners or other departments)

Gaming
Transfer (transfer to other departments, Country Partners and Customer Service)
Email (gaming specific reply to unresponsive requester, due to the different contact phone numbers)

Warranty
Action (product shipped and closing shipping documents macros)
Email (customer facing email templates for the return label,

Webstore
Action (designated closing macro for the webstore team)

  1.  Updates to the warranty procedure

1) For collecting the RMA details we now have only 1 macro for all processes: Gather info for RMA - SNOW, SLTR & Replacement

2) Once RMA details received and RMA approved, technical agent sends confirmation to the customer according to the process with one of the following macros:
Reply with RMA confirmation - SNOW
Reply with RMA confirmation - SLTR
Reply with RMA confirmation - Replacement only

3) For the warranty team:
- Macro for sending the return label for SLTR and SNOW: UPS Return Label
- Email to customer once we confirmed with the tracking that the product was delivered to the customer. Then the ticket is closed:
Replacement delivered - SNOW or
Replacement delivered - SLTR & Replacement only

NOTE: We don't inform customers of the estimated shipping date and tracking anymore, as they will receive an automated email with them, which we are referring to in the Reply with RMA confirmation macro.

Venlig hilsen / Best regards
Heta Nyrhinen
Global Support Lead, Global Support
+45 4470 0148
EPOS Group A/S * Industriparken 27 * DK-2750 Ballerup * Denmark
<https://www.eposaudio.com/en/us/enterprise/products/adapt-660-amc-bluetooth-headset-1001125>
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