When you answer the phone, it’s best to ask if a customer is calling about an order they have placed. If they say yes, you can choose the template ‘Record Inbound Call’ ask for the order number, and put that in the ticket. It’s best to load their order number up straight away in Magento/Beverage Platform, which will let you see their email address which you need for the ticket. Then you can ask the customer to confirm their address before you do anything else.

Make sure you record any useful information that the customer gives you!

If they tell you that they’re missing some items, make sure you record what they’re missing. If they’re asking for advice about a faulty keg, make sure you record which keg is faulty, so if you end up needing to get the keg replaced/reordered, you don’t have to go back and ask the customer which one to send – which is embarrassing. The more info the better!

KR: Missing Keg Returns: If it’s keg returns they’re calling about, we have a template for that!

It does a lot of the same stuff as the ‘Record Inbound Call’ template, with some extra bits.

• Sets the reason for contact to the relevant fields
• Fills out the comment box for you
• Adds the tag ‘KRCHASERLIST’ – Make sure you remove this if they are chasing keg returns within 10 days.

Place an Order: If they’re calling to place an order, we have a template for that too!

This sets up the ticket for placing an order, similarly to how the keg return template fills in the relevant fields and adds the relevant tags. Just make sure you’re adding the order number to the ticket before you close it!

We also have a template called ‘None of the above’. We use this for anything that doesn’t fit into a category. Sometimes you’ll receive calls from other companies, trying to sell us rubbish, or reach specific people within the business to try and sell them rubbish.