Tracking page | Help and contact

Help and contact is a feature that helps reduce your support workload.

Provide the best customer experience, and empower your support team at the same time.

What is it?

FAQ

• We display frequently-asked-questions on your tracking page and tracking emails

  • You address common questions that your customers often repeat to your support team on delivery.

    ✔ Help content specific to delivery available in 1-click

    ✔ Adapts to the carrier service

    ✔ Right article suggested at the right moment in the emails and tracking page

    ✔ Enables to uncover hidden features from carriers such as delivery rescheduling (MRW, Colissimo)

    ✔ Help content in 4 languages (EN, FR, ES, DE)

Contact Form

• When clicking on "Contact" from your tracking page and tracking emails, customers will see a form. We ask them to give the reason for their contact.

  • Once the form is submitted, we send the request to your mailbox or support tool. It is enhanced with metadata so that you can answer easily.

    ✔ Smooth experience for customers

    ✔ Order information added for your internal use to answer efficiently

Why activate it?

• Reduce support tickets
  • The tracking page is where your customer tracks their order and inquire about their package. Thanks to FAQs, they find answers to their questions even before contacting your support.
• You provide the best delivery experience in one click
  • FAQs to answer your customer concerns
  • A contact form should they need to reach out to you
  • All of it in 1 click!
• Productivity for your support
  • Requests coming from the tracking page are enriched with helpful information such as the order status and link to Bigblue. That way, you can answer your customer with context lightning-fast ⚡️

How to activate?

Simply check your Tracking Page settings and activate the section.

You have 2 options

• Activate both the FAQ and the contact form `Recommended`
• Activate only the FAQ — for merchants who already have a contact form on their website and want to keep it

How can I see the contact form and FAQs

If it's activated, you can see it testing it live with your tracking page.

• Open the tracking page of one of your customers, or using the demo orders X1, X2
• Scroll down to the Help and contact section
• To see the contact form, click on "Contact" or More questions / "Contact us" button

If you haven't activated it, you can see both features in the tracking page preview logging with a demo order X1, X2 (and using any postal code).

Q&A

FAQ - What types of articles are included in the FAQ?

The FAQ guides your customer on delivery-related questions.

We hide the articles that are not valid for the customer. For example, a customer who chose a Home delivery will not see an article on pickup.

There are a few articles specific to some carriers: for example, explaining what happens if Colis Privé (a french carrier) deposits a package at a pickup point, or how to reschedule a delivery with MRW (Spanish carrier) or Colissimo Access (French).

FAQ - Can I customize the articles displayed in the FAQ?

For now, it is not possible. But we would like to hear from you and know what is the use case you have in mind. Contact your account manager or support team with your feedback.

Contact Form - What does it change for my support team?

Nothing! Except that it helps them answer customers faster and with more data.

The requests will be received like regular customer emails on your support tool. Your team sees useful information like the link to the Bigblue app or order status.

Contact Form - Does the customer receive a confirmation that they contacted the brand support?

No. We didn't do because most brands have already set up an automated email when they are contacted.

Contact Form - I already have the Bigblue widget on Gorgias/Zendesk, what's the advantage of the contact form?

We mainly developed the metadata for merchants that don't use Gorgias and Zendesk. But if you already have the Bigblue app on Gorgias and Zendesk, it's complementary!

• The Bigblue widget shows all orders of the buyer
  • ... while the metadata lists the exact order when a ticket is open from the contact form
• You'll see the actual status of the order in the widget
  • ... and the order status at the time of the ticket opening in the metadata