Overview

The Call Back Request feature allows customers to request a text or email from a store associate or expert. This feature provides multiple communication channels, ensuring flexibility and convenience for customers to address their queries.

Key Objectives

1. Provide customers with options to choose their preferred communication method: Text or Email are standard. Other channels such as Call can be activated.
2. Connect customers with a real product expert.
3. Enhance customer satisfaction with timely responses and confirmations.
4. Provide store associates an simple and intuitive way to maximize the customers retention.

User Flow

1. Accessing the Feature

• The contact request can be shown on:
  • Customer support section of eCom
  • Product detail pages on eCom
  • Digital business cards of store associates in Clientela, which can be connected to eCom.

2. Form Interaction

• Default Selection:
  • "Text" is pre-selected as the default contact method.
• Contact Information:
  • Customers must provide a valid phone number or email address.
  • Input validation ensures correct formatting of phone numbers and emails.
• Reason for Contact (Optional):
  • Dropdown menu with predefined reasons (e.g., product inquiry, order issue, returns).
  • Optional text box for additional details or messages.

3. Confirmation Process

• Post-Submission:
  • Customers are redirected to a confirmation page thanking them for their request and confirming that they’ll be contacted soon.
• Confirmation Message:
  • Customers receive a confirmation via the selected method (email or text).
• Staff Assignment
  
  • Requests are assigned to a staff member via a queue system for general requests
  • Or Directly to a specific associate if initiated from their digital business card.