SEKO Ecommerce now has an entire suite of supporting products from FAQ’s and troubleshooting steps to helpful guides and customer service portals. Please refer to the following customer section for more information on the available tools to support your customers.
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Customer Support Homepage
https://omnianza.zendesk.com/hc/en-au
SEKO Ecommerce Customers can now access the Client Support Center
https://omnianza.zendesk.com/hc/en-au
Examples of CS Eligible Tickets:
A. Track Packages
B. Request Status Updates
C. Submit RTS Requests
D. Request Address Changes
E. Re-Send Labels
F. Report Lost Packages
G. Submit Claims
\uD83D\uDCD8 1. Instructions for SEKO Clients
Step-by-Step Guide on Submitting Tickets using the ZenDesk Support Link;
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CS is responsible for handling client inquiries not end customers
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Welcome to SEKO Homepage
The Welcome To SEKO Homepage is SEKO Ecommerce’s primary resource for all of our client support tools.
From here your customers can navigate our entire suite of customer support tools such as the;
C. How to use the Omni Customer Service Portal
D. Retailer Support Center(Returns)
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A. Customer Service Center
The service center has multiple tools to help answer any of your clients questions such as FAQ pages, troubleshooting quides and access to our Zendesk customer service ticketing portal.
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FAQ Section
The FAQ section of the Customer Support Center has dozens of step-by-step guides to answer any questions related to SEKO Ecommerce and the Omni systems platforms.
From here customers can learn about subjects such as;
a. Tracking Packages https://omnianza.zendesk.com/hc/en-au/
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Please carefully fill in all necessary and required fields to ensure tickets are routed to the correct CS teams. i.e. Please select U.S. for Customers in the U.S. regardless of shipment destination or origin.
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Once a ticket has been submitted the ticket will be directed to the relevant view and agent within Zendesk for it to be actioned
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All Tickets must be submitted using the link above. Any tickets submitted through other means will not be responded to. |
2. Escalation Management for Existing Tickets (External)
Step-by-Step Guide on Escalating Customer Support Tickets submitted through Zendesk. If a client wishes to escalate an existing ticket please refer them to the following steps below;
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articles/4408013424271-How-do-I-track-a-parcel-
b. Receiving Tracking Numbers https://omnianza.zendesk.com/hc/en-au/articles/6030844628879-How-do-I-receive-my-tracking-number-
c. Returns Tracking https://omnianza.zendesk.com/hc/en-au/articles/6031402588431-How-do-I-track-a-return-
d. Duty & Tax Questions https://omnianza.zendesk.com/hc/en-au/sections/6931224147983-Duties-Taxes
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B. Zendesk Ticketing Portal
https://omnianza.zendesk.com/hc/en-au/requests/new
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Please carefully fill in all necessary and required fields to ensure tickets are routed to the correct CS teams. i.e. Please select U.S. for Customers in the U.S. regardless of shipment destination or origin.
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Once a ticket has been submitted the ticket will be directed to the relevant view and agent within Zendesk for it to be actioned
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All Tickets must be submitted using the link above. Any tickets submitted through other means will not be responded to. |
3. Escalation Management for Existing Tickets (Internal)
Step-by-Step Guide on Escalating Customer Support Tickets submitted through Zendesk. If a client wishes to escalate an existing ticket please refer them to the following steps below;
All clients must submit CS tickets via the following link:https://omnianza.zendesk.com/hc/en-au/requests/new Tickets are not eligible for escalation if not originally submitting using the Zendesk link above. A new ticket must be created and added to the regional ticketing queue.
Please carefully fill in all necessary and required fields to ensure tickets are routed to the correct CS teams. i.e. Please select U.S. for Customers in the U.S. regardless of shipment destination or origin.
Once a ticket has been submitted the ticket will be directed to the relevant view and agent within Zendesk for it to be actioned
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All Tickets must be submitted using the link above. Any tickets submitted through other means will not be responded to. |
\uD83D\uDCCB Related articles
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Clients can access our customer service ticketing portal directly using the link above or by navigating to the “contact us” tab on the bottom right corner of the Customer Service Center.
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Performance | Response Times | KPI |
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First Response | 4 Hours | 85% |
Ticket Resolution | 3 US Business Days | 75% |
Customer Satisfaction | N/A | 90% |
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Our CS Agents work local timezones and will respond to tickets submitted after-hours the following business day. The US Region has 2 CS Agents, Ranie and Shery. |
Examples of Eligible Support Requests:
A. Track Packages
B. Request Status Updates
C. Submit RTS Requests
D. Request Address Changes
E. Re-Send Labels
F. Report Lost Packages
G. Submit Claims
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For more information on submitting tickets and requesting support clients can use this link How to use the Omni Customer Service Portal from the Welcome To SEKO Homepage for a step-by-step guide. |
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C. OmniSupport IT Helpdesk
https://seko.atlassian.net/servicedesk/customer/portal/31/group/95
For IT and Technical assistance related to one of the various Omni Systems clients can use the link above to lodge tickets and receive support.
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D. Retailer Support Center(Returns)
Clients looking for support specifically related to OmniReturns and/or OmniRPS can use the following link https://seko.atlassian.net/wiki/spaces/RSC for access to a multitude of helpful guides, links and FAQ’s.
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