Respond to Customer Requests

On Knowde, we enable you to interact directly with your customers. On your Store or CXP site, customers can submit a Sample or Document Request, Access Request, and a Request for Quote (RFQ).

In this article, you'll learn about how to respond to customer requests.

Note: This feature is available to all Suppliers on Marketplace or the Customer Experience Platform.

Contents

Learn about Customer Requests

Respond to Customer Requests

When to Respond

Learn about Customer Requests

Sample Requests are direct requests from your customers to receive a sample of a product. 

Document Requests occur when your product is missing publicly available documents or has documents with viewing restrictions set up. 

Access Requests occur when customers request access to information on your Store that has viewing restrictions configured.

RFQs are direct requests for quotes on products available on your Knowde Store or CXP site. 

• These are the highest-scoring leads in your Leads Page. Learn about responding to your other leads here.

Have a question about Orders? Contact our Customer Success team here to learn about eCommerce on Knowde and how you can start making sales.

Respond to Customer Requests

1. Login to your Knowde account

2. Navigate to the upper right-hand corner and click on the Profile pill

3. Select Requests from the drop-down menu

Document Requests

Customers submit Document Requests if the document is not already available on the Store. Types of documents customers can submit are: Safety Data Sheets (SDS) and Technical Data Sheets (TDS), Brochures, or Other. Learn more about Document Requests, here.

To view Document Requests:

1. Navigate to your Account Manager by clicking the profile pill in the top right corner

2. Click Requests in the drop-down menu

3. Click Document Requests

Sample Requests

You can also receive Sample Requests from customers looking to sample products before purchasing. Learn more about Sample Requests, here.

To view Sample Requests:

1. Navigate to your Account Manager by clicking the profile pill in the top right corner

2. Click Requests from the drop-down menu

3. Click Sample Requests 

Access Requests

The Access Requests page displays customer requests to existing collateral on your Store or CXP site. 

• For example, if you have Document A uploaded for Product A, you can secure this document by requiring manual access approval.

• This helps ensure your competitors cannot see proprietary information about your products or documents.

To view access requests:

1. Navigate to your Account Manager by clicking your profile icon in the top right corner

2. Click Requests from the drop-down menu

3. Click Access Requests

From here, you can either Approve or Deny customer requests for specific documents. 

To approve or deny requests:

1. Navigate to Access Requests under Requests in the left hand sidebar

2. Click the Access Request you want to Approve or Deny

3. Click Approve or Deny to the right 

4. Click Ok in the Authorization Request confirmation pop-up

RFQs

In the Request menu, you'll also see RFQs from customers requesting a quote for specific products on your Store if they are interested in placing an order with you. It is found under the Requests tab in your Account Manager. 

To view RFQs:

1. Navigate to your Account Manager by clicking the profile pill in the top right corner

2. Click Requests from the drop-down menu

3. Click RFQs

When to Respond

To provide a great customer experience and build stronger relationships, we recommend acknowledging customer requests within 1 business day. 

You can acknowledge customer requests by updating the request status to notify the customer that their request is in progress and also send the customer a message using Knowde Messenger.

Still need help?

Submit a Request