When providing service on the SimplrFlex platform,  you may encounter some terms or phrases that are unfamiliar. Below is a small glossary of these terms to help you become familiar with them.

Please keep in mind, each Business Partner may also have terms or phrases that are unique to their business. These phrases will be defined in the platform or in the company info.

Amazon - This is typically an indirect channel. Amazon is a marketplace where multiple vendors can offer their products. Many times, these products are fulfilled (shipped) by Amazon making this an indirect channel.

Business Partner (SMB) - This is the term used to describe the businesses for which the SimplrFlex platform is providing customer service. Business Partners are your, and our, direct customer. They are the ones who pay for the resolutions that you provide their customers. They set the policies, procedures, and rules for how you handle their customer service inquiries. They also routinely review the work that you provide and send feedback/suggestions. Their information is provided in the platform under the "Company Info" button.

Channel - This is a term used to describe different ways that a Business Partner conducts business. Typically a business will operate via multiple channels. For example, they may have their own website (direct), eBay, and Amazon stores.

Chat - Chats are synchronous messages. This means the customer is waiting on the other end of the connection for a response. It is imperative that these customers receive quick and frequent messages.

Chat Response Time - This is similar to First Response Time, except broken out specifically for chat. On chat conversations, response time should be under 1 minute. It is important that the customer doesn't have to wait around very long. 

Customer - This term is used to describe the person reaching out to a Business Partner. They may be reaching out with questions, comments, feedback, complaints, etc. These individuals are your indirect customer. 

Customer Reviews - These are star ratings provided by the customer you answered.

You can learn more about this Customer Reviews and how they impact Experts here.

eBay - eBay is a marketplace where multiple vendors can offer their products. 

Escalate - This term refers to how an Expert handles a ticket/chat that they are unable to resolve. Experts should avoid Escalating tickets unless absolutely necessary.

Expert - That's what you are! Experts are independent contractors who provide customer service on the SimplrFlex platform. Experts are carefully selected for their skill and ability to provide world-class customer service.

First Response Time (FRT) - This is a measure, in minutes, of how quickly an Expert sends a response to the customer. It's very important that this number remains low, but not too low. A First Response Time that is too low points to an Expert who isn't reading the full message, isn't taking the time to connect with the customer, and will likely receive a low CSAT rating. Additionally, customers are wary of responses that they receive too quickly. They assume that you didn't take the time to understand their needs OR that you aren't a human at all (no one likes interacting with robots!)

Macro - Also referred to as a Saved Response. These are pre-composed, pre-formatted messages that you can use to help answer your customer. They are typically provided by the Business Partner. They'll often have placeholders inserted within them (denoted with curly braces {}) to point out phrases or areas that the Expert should modify. 

Rejection Rate - Please see this article.

Resolve - Please see this article. This is the action taken once an Expert feels they have solved a customer's problems.

Response Guide - This resource is available for some Business Partners. It is most often a decision tree that asks Experts questions and provides them the suggested outcome based on their answers.

Saved Response - See Macro.

Shopify - This is a direct channel. Shopify is an e-commerce platform that allows businesses to publish their products and sell them to customers. 

Specialist - These are the folks responsible for helping make you, our Experts, successful. If you reach out to us via email or live chat, you're interacting with one of our Specialists that are trained to help get you out of sticky situations and provide guidance on how you can assist customers. They're also masters in using the SimplrFlex platform and can help you with troubleshooting errors and learning new features.

Tag - Also known as categorizing. Some Business Partners require that their cases be tagged by the Expert. Tags are typically categories that organize tickets/chats into common areas. Example tags include Shipping Issues, Returns, Sizing Questions. Some Business Partners do not allow Experts to take tickets with certain tags. For example, the Business Partner may not allow Experts to take Legal questions, so all questions tagged as Legal may be automatically escalated back to the Business Partner. These tags/rules vary by Business Partner.

Take Rate - Please see this article.

Ticket - Tickets are asynchronous messages. This means that the customer isn't waiting for instant feedback. These are most commonly emails or contact forms. While we strive to respond to all inquiries as quickly as possible, tickets have a bit more flexibility. Since it is SimplrFlex terminology, it is best to not assume that customers understand the word "ticket". When writing to customers, top Experts refer to tickets as "conversations" or something similar that all customers will be able to understand.

Ticket Number - This is the unique identifier for each conversation on the SimplrFlex platform. When reaching out with questions or to report issues, it is important to include the ticket number so that we can better assist you. Ticket numbers are the business name followed by a number. For example, Threadly US #459043.

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