Is this a customer service problem or an operations problem. That's our biggest question.
So we have thousands of customers pre-order in a given week. The following week our QA team goes through the orders and checks to make sure we have all the info, all the payment, etc
Any order that has an issue gets flagged and the customer is sent an email through mailchimp or something. The response to that email comes back through zendesk. But we want to make sure there is follow up so we've been deciding if these should become tickets so our agents can see the email that went out to them, send them a reminder in 3 days, if there's a response we get it in ZD, and then if there's no response in 2 weeks, we refund the money.
I know Zendesk is not a 'mass mailer' like a mailchimp. But what's the best practice here so we can have follow up, and still tie it into Zendesk?
Any thoughts? Would like some opinions.