Self-Service Portal Updates

Last month we introduced the CannonKeys Self-Service System which has allowed our customers to easily make address changes on their own with just a few clicks. At the end of our previous blog post, we mentioned that we are expanding the portal to include a variety of new features. 

We are pleased to announce our first large update to the portal. Our team has been working diligently to implement these changes so without further delay, let’s review the updates!

Adjust Your Order In Just a Few Clicks

When looking at further features to add to the portal, we recognized that other frequently made order adjustments would prove to be the most fruitful: namely canceling, combining, and editing orders. 

As of today, viewing the details of one of your orders will now provide you with a robust list of available actions to choose from:


Available actions listed out at the bottom of an order’s details
Available actions listed out at the bottom of an order’s details

Improving Your Order Adjustments

Upon clicking on one of these actions, you’ll be guided through a series of prompts to generate a new support ticket. 

While creating a ticket isn’t new, requested order adjustments through self-service will lead to a much more efficient experience via the changes implemented below: 

  • Quicker, accurate adjustments - Some tickets involving these requests can get quite lengthy. By delivering information about our policies and asking for the exact adjustments for your order right off the bat, we can get straight to making those changes as soon as we receive your ticket!

Example support ticket generated at the end of an edit order request
Example support ticket generated at the end of an edit order request

 

  • Automatically put your order on hold -  Ever try requesting a switch puller to be added to your Bakeneko65 order only to find out that your keyboard was already shipped? Have no fear, self-service is here! When proceeding with one of these actions, we’ve added functionality to hold your order back until we’re able to process your request. 

Order denoted as on hold after an action has been taken
Order denoted as on hold after an action has been taken

 

Overall, we think this update will lead to less headache and improve resolution times!

Share Your Feedback!

We’re constantly looking at new ways to level up our customer service experience and now that the foundation of our Self-Service System has been laid out, we’d love to hear from you over the coming weeks and months about how it’s working out! 

As always, thank you for your continued feedback and incredible support. 

- The CannonKeys Team



May 13, 2022 — DJ Runas
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