CONTACT CODING

-capture the reason why the cx reach out to us
-if multiple concern: use the initial reason

VOICE OF THE CX (VOC)
-way to tell cx story provide additional details not asked in the coding section
-sharing about the details about the packaging material inside the box,
-experiences or preferences regarding the carrier
-any other thoughts or feedback

- we only transfer to once department: RESOLUTIONS TEAM
if aa wants to be transferred to other department to provide a feedback. We will create the tix.


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ACCOUNT UPDATE
-request regarding account changes

BUY ONLINE PICK UP IN- STORE (BOPIS)
-BOPIS Concerns

CUSTOMER EXPERIENCE
-Cx wants to provide a feedback with associate/ customer service

FULFILLMENT ISSUES/ CLAIMS
-claims for online order

GIFT CARD/ eGIFT CARDS
-GC inquiries

LOYALTY
-Loyalty programs or rewards concerns

MARKETING
-Concerns regarding promotions, coupon and offers

MISCELLANEOUS
-Inquiries regarding BBW corporate, sensitive and adverse

ORDER MODIFICATION
-Request to change something on an existing order

PLACE ORDER (NO ATTEMOPT TO ORDER ORDER)

POST SHIPMENT: TRACKING OFER DELIVERY
-inquiries for an orders that was already delivery.

PRE ORDER: SHIPPING AND DELIVERY OPTIONS

PRE-SHIPMENT: ORDER DETAILS AND STATUS
- inquiries about that orders that has been shipped out


PRODUCT INQUIRY
-
SALE PRICE ADJUSTMENT

RETURNS AND EXCHANGE

STORES

WEBSITE AND MOBILE
-Issues relating to the website