Manage Customer Service
Complete step-by-step checklist to manage customer service covering configure helpdesk ticketing apps and write common query templates, and essential action items.
Configure helpdesk ticketing apps
Set up shared support inbox (e.g. Zendesk) for emails
Write common query templates
Draft standard text replies for shipping or return questions
Establish support speed goals
Set target reply times (e.g. email reply under 24 hours)
Train team on refund rules
Provide clear guidelines on return fees and refund limits
Review weekly feedback audits
Analyze client satisfaction surveys to improve support tone
Log recurring product defects
Report common software/product bugs to quality teams
Install website support widgets
Configure live chat widgets on checkout pages
Audit public review boards
Monitor and reply professionally to ratings on Trustpilot or Google
Audit support call records
Check call logs monthly to ensure staff follows polite scripts
Draft online help documentation
Publish self-service FAQ pages on website directories
Confirm customer return labels
Ensure shipping carrier APIs generate return labels smoothly
Track client retention trends
Monitor monthly refund rates and client complaints counts