Responding to Customer Requests

On Knowde, we enable you to interact directly with your customers. On your storefront or white label site, customers can submit a Sample Request, a Document Request, an 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

 

Contents

What is a Customer Request?

Responding to Customer Requests

When to Respond

 

What is a Customer Request?

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 storefront that has viewing restrictions set up.

RFQs are direct requests for quotes on products available on your Knowde storefront or white label site. These are the highest-scored leads in your Leads Page. 

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

 

Responding to Customer Requests

Once you've logged in to your Knowde account, navigate to the upper right-hand corner and click on your profile. From the drop-down menu, select Requests.

 

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Within the Request menu, you can check out Document Requests from customers looking for Safety Data Sheets (SDS) and Technical Data Sheets (TDS). Learn more about Document Requests, here.

You'll also see Sample Requests from customers looking to test out your products before purchasing. Learn more about Sample Requests, here.

Within the Request menu, you'll also see RFQs from customers requesting a quote for specific products on your storefront.  Finally, you can check out Access Requests from customers looking for gated-access information, and you can respond to your Producer Q&A from customers.

 

Access Requests

From your Account Manager Profile in the upper right-hand corner, click on Requests and navigate to Access Requests.

The Access Requests page displays customer requests to existing collateral on your storefront or white label 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.

From this page, either Approve or Deny customer requests for specific documents. 

 

RFQs

The RFQ page shares the same familiar structure as your Document and Sample request pages but is found under the Selling tab in your Account Manager. 

 

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

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