How to log an enquiry?

Transcription

1 How to log an enquiry? Getting Started We ve put together this user guide to help you understand how to use our enquiry system. It s really quite simple! Learn how to navigate your way through the site by taking a couple of minutes to read this handy user guide. Screen shots are included to make learning how to use our enquiry system even easier. Our FAQs below will take you through our enquiry system from start to finish. Your Enquiry Resolution Screen OK, so you ve logged in You ve now entered your Enquiry Resolution page. When you first enter our enquiry system you'll be presented with an empty screen. The screen is blank because you haven't registered an enquiry with us yet. Once you begin to register enquiries this screen will fill with information. Here's an example of how it will look. The first screen you enter is entitled My Enquiries. This screen provides the key information for each enquiry that you register with GAPbuster Worldwide. Within a glance you can view the status and outcome of each enquiry you have raised. It's a great way to keep track of all your enquiries. Using The Enquiry Resolution Tool Registering a New Enquiry You ll find a main menu on the left hand side of your screen. To register an enquiry with GAPbuster Worldwide click on the New Enquiry button as pointed out here. This will take you to a form where you can enter the details of your enquiry.

2 Classifying Each New Enquiry The first step in registering a new enquiry is to classify your enquiry accordingly. We ask you to classify the nature of your enquiry so that it is easier for you to manage them at a later point. Once you ve registered a few enquiries you ll find that these classifications are a handy sorting tool. More information about sorting your enquiries is provided as we run through the process. Once you ve selected your enquiry type you ll be transferred to our enquiry registration form. Completing the Enquiry Registration Form Fill in all of the fields on the form with your details. Site Number: Enter your site number and then click the View Assignments button. Assignment Number: This field will then fill with assignments conducted at that particular store in the last 5 days.

3 Question Number: This is where you can specify a particular question you wish to query from your service standards. Alternatively, you can select general query. Subject and Summary: Use the Summary box to enter the details of your enquiry. The more concise information you provide here, the better position we will be in to provide an accurate investigation and response to your enquiry. Submit Enquiry: After all this information is filled out, click on the Submit Enquiry button at the bottom right of the screen. You will then be taken to your My Enquiries screen again and your enquiry will appear in the appropriate category. You can track your enquiry by the ticket number FAQ s on the Enquiry Registration Form 1. Do I need to fill in my name and address on the enquiry registration form? No. We already have these details linked to your personal login details. 2. I entered my site number, but I cannot seem to register an enquiry and I get the following error message. Why is this happening? You will only be able to register enquiries for those stores linked to your name. If the site number is not linked to your login you will not be able register an enquiry for that store.

4 3. The assignment number I'm looking for doesn't appear in the Assignment No. field. Why is that? You have a 5-day time period from the date of the shop to register an enquiry with GAPbuster Worldwide. If this timeframe has elapsed you will not be able to register an enquiry for that report. For the best chance of an accurate enquiry resolution always register your enquiry within 5 days of the shop date. This will ensure the events are still fresh in the shopper's memory. 4. I tried to submit my enquiry but it was not accepted. Why is this? You have to fill in all the required fields before you are able to submit your enquiry. The required fields are - Issue, Site Number, Assignment Number, Question Number, Subject and Summary. If your attempt to submit an enquiry fails, you will receive an error message that details which fields still need to be completed. 5. How will I know if my enquiry has been received? You will receive an automated response once we receive your enquiry. This is your confirmation that the enquiry has been received. 6. What is a ticket number? The ticket number is the reference for your individual enquiry. Your ticket number will be issued in the automated response that you receive once you submit your enquiry. Take note of it, as you may need to refer to it at a later point. Having the ticket number makes it easy to search for, and find information relating to your enquiries.

5 Managing Your Enquiries My Enquiries In this section we will show you how to make use of the functionality of this tool and then manage your enquiries. You can manage your enquiries however you like, but below is a quick guide to managing them. Using the Filters There are a number of filters at the top of the page to allow you to control how you view this important information. Here's a quick guide on how to use these filters to your advantage: View: View - Use the View filter to control which enquiries you see. If you only want to view enquiries that are yet to be resolved choose the Open option. If you only want to view enquiries that have been closed select the Resolved option. Group By: Group By Use this filter to group your enquiries. Sort your enquiries based on their Category or Status. This is handy if you want to view all the enquiries based upon the nature of the enquiry (category). For example, you may want to specifically view all enquiries where you think you've identified the shopper. Alternatively, you can use Status to group your enquiries according to the status. If you want to view those enquiries where you're waiting for us to contact the shopper this is a good way to do it.

6 Sort By: Sort By If you want to view your most recent inquiries sort by the date you submitted them. If you want to sort according to the Site number choose this option from the pick list. Sort Order: Use this filter to choose the order in which you view your enquiries. To view your most recent enquiries first choose the Ascending option. To view your oldest enquiries first choose the Descending option. Date Filters: Use the dates to view enquiries during a specific time period. In the image above we have set the dates from the 2nd of February 3rd of May. By doing this we will only view enquiries that have been registered in this time period. To set these dates click on the blue calendar icon. When you do this, a calendar will appear. Choose your starting date in the first field and your closing date in the second field Enquiry Resolution 1. How does GAPbuster Worldwide deal with my enquiry? Please refer to our How we process your enquiries document to learn how GAPbuster deals with each enquiry. This is found on the main menu.

7 2. How will I know the outcome of my enquiry? You will receive an from a member of our enquiry team once your enquiry has been resolved and an outcome determined. The enquiry will also be updated online. To access an enquiry response at any time log in to My Enquiries and click on the relevant ticket number. Viewing and Searching My Enquiries 3. How do I view the detailed information of the enquiry (for example, the exact response to the enquiry)? You'll notice each time you mouse over a specific enquiry that the background changes and becomes highlighted grey. Once this occurs, simply click on the highlighted enquiry subject. When you do so you'll be transferred to a new screen with the details of that enquiry (including our response). 4. I have gone into the detailed page of an enquiry. How do I return to the summary page (My Enquiries)? There is a button in the top left corner of each enquiry page entitled Back to My Enquiries. Click on this button to return to the original page.

8 5. Can I use two filters? Absolutely. Here's an example to demonstrate how you can use these filters to view your information. Let's say you want to view the status of each enquiry you have on a store-by-store basis. Use the Group By filter to sort all enquiries according to status (by choosing the Status option). Then choose Site Number from the Sort By filter. By doing so you will now see the status of each enquiry - sorted by store number. 6. I've registered a few enquiries and the first screen is starting to get crowded. What is the best way to find an enquiry quickly? Try using the search facility found on your main menu. This will allow you to search for a ticket number or Site Number. It a great way to find the information you're after quickly.

9 7. Can I use the search facility to view all the enquiries for a specific store? Yes. Our search facility provides a couple of search options to allow you to find the information you are after. If you want to view all the enquiries for one store you can search by site number. You can refine this search even further with the provided filters. Start Date - Let's say you want to view all the enquiries for a store between January and March. You can use the Start Date filters to set the date range of your search. Simply click on the calendar icon and choose your Start Date and End Date. Show - This filter provides you with three options to refine your search. You can view: 1. All the enquiries for a selected store(s), 2. Only those enquiries that are still Open 3. Only those enquiries that are Resolved. Order By - If you are searching for more than one Site Number you can use this filter to choose how the information is displayed. To view the information on a store-by-store basis choose the Site Number option. If you want to view the information according to the date the enquiries were submitted select the option of Submitted Date. 8. How do I search for a specific enquiry? If you're looking to track down the response for a specific enquiry try searching by ticket number. It's the quickest.