NEW HELP DESK, AMAZON CONNECTION ISSUE, & HOLIDAY CLOSURE
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Starting today, we're unrolling a new help desk and knowledgebase tool through Gorgias!
How does this impact you? Operationally, you shouldn't notice a difference in contacting your account manager through [email protected], and searching for knowledgebase articles should be just as easy as before. However, there are a few things you should consider:
- Bookmark the new knowledgebase home page to your web browser for easy accessing
- Update any of your team's internal SOPs with the new Gorgias links ASAP. Articles should have the same naming convention between the two platforms so you can use the search bar to quickly find the new match.
- HelpScout services will stop on September 6th. We have combed through our client-facing resources to update links, but if you come across a broken one, please reach out!
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Customer Service Made Easy
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Gorgias helps DTC brands grow through a centralized customer service platform that increases engagement, conversions, and profit.
While Nice isn't their typical partner, they've been super great to work with. We'd love to get you in touch with our rep to explore if they're a good fit for you too!
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As a reminder, Nice Commerce will be closed on Monday, September 4th, in observance of Labor Day Additionally, FedEx, UPS, USPS, and DHL will also be pausing their pickup and delivery services on this day.
Our Sunday crew will be in this weekend to make a dent in the holiday orders, and our whole team will be back together on Tuesday, September 5th to tackle the rest. As always, we will prioritize oldest and expedited orders.
If you have any questions about our upcoming holiday fulfillment schedule or would like to check in with your Accounts Manager before the break, please email us at [email protected]
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Per our agreements, our order cut-offs are estimates and subject to change during high-volume periods, preorders, out-of-stock backlogs, and other circumstances outside of our direct control such as holidays and weather. Since our WMS does not have the ability to exclude holidays from standard fulfillment days, some orders may present as late. We will be working on oldest and expedited services for our fulfillment schedule post-holiday weekend.
View our full 2023 holiday email calendar here.
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If you have an Amazon Store connection in ShipHero, we ask that you log into your Seller Central account to ensure that orders are current and nothing is flagged.
Two of our clients were emailed from Amazon Support this week where: - One needed to reauthorize their app connection with ShipHero.
- The other received notice of late seller-fulfilled orders thanks to a group of orders not pushing over to ShipHero.
After checking all of our client Amazon connections and exploring any disruptions in services we are confident that the order issue is isolated. However, as an extra set of precaution please check your Amazon store and let your Account Manager know if anything is out of the ordinary.
Grateful for your partnership, Maddy Moyer VP of Nice
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