How staff should respond to inbound contact enquiries
Classify the enquiry type first
Is this a product enquiry, a service request, a billing question, or a general question? Classification determines the correct handler and prevents the customer being passed between departments.
Acknowledge within 2 hours
Every contact form submission must receive an acknowledgment even if the answer is not ready. A silent inbox destroys trust faster than a slow resolution.
Route or resolve, never park
If you cannot resolve an enquiry, route it to the correct person immediately and tell the customer who will respond and when. Do not leave enquiries sitting without a next action.
Process contact entries in chronological order. Prioritise entries where the customer has indicated urgency or repeated a previous unanswered enquiry.
Reference
Type
Status
Created
Actions
Submission Detail
Select an enquiry, classify the intent, and respond or route within the same session.
Contact quality rule
Every closed contact entry must show what response was given and through which channel. If a response was sent by WhatsApp, say so. Proof of response prevents repeat escalation.
Resolved directly
Record the response summary and the channel used. If a quote or reference was shared, note the reference number in the resolution.
Routed to specialist
Record who received the route, what context was passed on, and the expected response time. The customer must not need to re-explain their issue to the next handler.
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