Messenger FAQs

Summary

Below is a list of the most frequent questions the Knowde concierge team is asked, and some best practices on how to respond. This information will be helpful for your experts to reference when responding to generic questions on your white label site. 

FAQs

Question: “I am looking for a price/quote/sample/document for Product X.”

Response: “To request a price/quote/sample/document for this product, please use the search bar at the top of the website, select the product from the results page, then select the "Request quote/sample/document" button from the center of the page and fill out the form. Once the form is submitted, the supplier will be able to respond to you directly using the contact information provided.”

Action: None

Additional Notes: 

1. This is the most common by far. It is helpful to check if the document is already on the product page and available for download. 

2. If you would like to help further you can send them the following response and educational information. At this time it is not available for white label, but will be soon. 

   1. “If you’d like to learn more about products and request information feel free to watch these short videos: https://www.knowde.com/how-to-knowde?utm_source=zendesk&utm_medium=email&utm_campaign=howtoknowde ”

Question: “I cannot log in to my account”

Response: “Please give us a moment while we pull in our Support Team to assist you.”

Action: In your live conversations dashboard click “Add an Expert” and choose “Technical Support” 

Additional Notes: This will bring a Knowde concierge representative into the call who will act as your technical support to ensure their issue is resolved. Our concierge team will assist with all technical issues, in this case they will submit a password reset email for this user.

Question: “I am looking for availability, lead time, if a product is available in a certain region/country, how to find a distributor, etc.”

Response: Please begin by searching for the product you are interested in using the search bar at the top center of the website. Once you have entered the name of the product and selected the magnifying glass icon to the right of the search bar, you will be taken to the results page. Select the product you are interested in to be taken to its individual product page. On the product page please select the button that reads "Request Document" and follow the directions to submit. You can enter specific questions into the "Notes" section of the form. This request will be submitted to the supplier and they will be able to respond to you using the contact information you provide.

Action: Walk buyers through the process of finding the product they are looking for and make sure it is clear that they should enter their specific question into the “Notes” field. This is the main difference between submitting a specific question and simply submitting a Document Request.

Additional Notes: A buyer will either have to be signed in to their account to submit a request or will need to create an account by selecting the “Free Sign Up” button in the top right corner of the website.

Question: “I found a bug of some kind”

Response: “Please give us a moment while we pull in our Support Team to assist you.”

Action: In your live conversations dashboard click “Add an Expert” and choose “Technical Support” 

Additional Notes: This will bring a Knowde concierge representative into the call who will act as your technical support to ensure their issue is resolved. If the issue requires logging a bug to be fixed, then our concierge team will report that issue for you or you can report it yourself here: https://help.knowde.com/hc/en-us/requests

Question: Buyer wants to know how long his sample/document/RFQ is going to take

Response: “Request fulfillment time is based on a number of factors from supply to time of the year. We typically say it takes about 5-10 business days at the most for a request to be fulfilled. We will do what we can to expedite this process for you, and sincerely appreciate your patience!”