Customers have the ability to leave messages on the ATS online store that will go to the Customer Service Reps in Salesforce.
1. The customer logs into eCommerce using their credentials: Email address, password, and then hitting the sign-in button.
2. This takes them to their Orders page where they can see more information on their order.
In our example, the customer wants to send a message regarding Order 356.
3. To get to more detail on a particular order, the customer would click on the order number to load.
4. On the order screen, there is info about the current order as well as options to print invoice, reorder, etc.
5. To leave a message regarding this order, the customer would click on the Contact Us tab.
6. Because Eric (the customer) is logged in, his name, phone number (if available) and email address will default in. These area are marked in yellow. From here he would do the following:
7. Enter the order number.
8. Entering the Company Name is not required but will assist the customer service rep.
9. If this question is related to a Return Merchandise Authorization, please provide the RMA number in that field.
10. Enter the message in the Comments/Questions section.
11. Check the box confirming "I am not a robot."
12. Click Submit Form.
13. Once submitted, a case will be opened and sent to the CSR associated with the account to respond.
The CSR will investigate and will send a return email to the customer with the appropriate response.
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