Enquiry Channels
Phone
Regular: +1 800 478 8711
VIP: +1 800 984 5952
Regular: CaesarsSupport@wwreservations.com
VIP: CaesarsVIPSupport@wwreservations.com
Chat
Freshdesk
TICKET FLOW
Ticket Inbox
Phone
Regular: +1 800 478 8711
VIP: +1 800 984 5952
Regular: CaesarsSupport@wwreservations.com
VIP: CaesarsVIPSupport@wwreservations.com
Chat
Freshdesk
Phone call received - new ticket is created
Ticket opened
Filters on central/right side column to accumulate data.
Freshchat Inbox
These are all closed but any new chats come into the same window. Once the chat is closed, a ticket is created.
Ticket fields are filled in based on the call
Ticket replied to
Using Caesars info in the signature.
Ticket created via Chat
REPORTS
Additional Reports Available
KNOWLEDGEBASE
For internal use to post ‘articles’ to assist the Call Center with processes and common questions.
MANDATORY FIELDS FOR EACH FRESHDESK TICKET
To be used for data analytics
Customer messaging platform that helps businesses communicate with their customers in real-time
1. Status
a. Open b. Pending c. Resolved (internal use only) d. Closed
2. Agent Name
a. Lists each Snowstorm Call Center agent
3. Reason
a. Cancellation Request b. General Query c. Hotel Amendment d. Flight Amendment e. Package Amendment f. Contact Details Amendment g. Escalations/Complaints h. Payment Problem i. Package Add-Ons j. Name Issues k. Platform Issues l. Minor Sched Change m. Major Sched Change n. New Booking Request o. Booking Confirmation Issue p. Charter Air q. Price Check r. *Ghost/Spam s. *Booking Successful Notification t. *Booking Failure Notification u. *Booking Cancelled Notification v. *Airline Communication w. *Caesars Marketing
4. Type
a. *Auto-Closed b. Manually Handled
5. Group
a. Customer Support b. Loyalty c. Corporate
Customer support software that helps businesses manage customer interactions through various channels
