Goal: To transfer the Spanish caller to email - so that the Escalations team can continue assisting customer.

Need to obtain order ID, phone number, or email address that will help us contact the customer.

Quick Translations:

What is your order number?        ¿Cuál es su número de pedido?

What is your phone number?      ¿Cuál es tu número de teléfono?

What is your email address?       ¿Cuál es tu dirección de correo electrónico?

Process:

1. Locate customer account on Shopify, while they are on the phone:

- Ask for order number

- Ask for phone number

- Ask for name/email

While on the phone, search for this information in Shopify. Go to Customers > Filter customers 

2. Once you have obtained the customer's email, create a new ticket on Freshdesk.

3. Add ticket template MORPHE Spanish email Transfer 

4. Fill out fields & reassign to Escalation team with thorough private notes. 

5. Advise customer to check their email, the following translation has been provided below:

Please check your email -->  Por favor revise su correo electrónico