We have been talking for some time about the importance of providing customers with as much product information as possible on our web listings. Every day I see numerous examples of you all finding out additional information for customers because our web/eBay listing didn't answer their question. If one customer asks a question about a product that they cannot answer from our website, then many other customers will no doubt be asking the same one at some point in the future. It is therefore very important that if you do take the time (go the 'extra mile'!) to find an answer to a product query, we make that information available to all customers and your colleagues. If we don't, then eventually someone in the building will be duplicating the work you have already done. There are occasions when the web team are notified but more often than not the ticket is answered with no internal follow up.
To try and make it easier for you to notify the web team when you have information that should be added to a web/ebay listing I have devised the following procedure.
If you provide a ticket response giving information that you think should be included on a web listing simply add the tag webadd to the ticket. You can then pend/solve/close the ticket as you wish and the tag will remain.
I have created a view for this tag that the Web team can monitor and as and when they see a ticket showing the webbadd tag they can read your customer response and make the relevant changes to the web listing.
Once they have made the changes they will simply delete the tag and save your ticket to whatever status it was when they opened it.
This should make it easier for you to keep them in the loop on what needs changing without the need to create new tickets. So, if you send any info to a customer and think 'that should be on the website' then just add the tag webadd.
Hope that makes sense, any questions just shout.
Thanks
Andy