Step 1: What is the client asking?
It is very important to understand what the client is asking in order to ensure there is no mis-communication or mis-direction. This will complicate the process of the ticket resolution.
Step 2: What type of query is it?
What category does the query fall into?
1. Website
2. Marketing
3. Usage
Step 3: Handling the categories appropriately.
You have vairous resources in order to respond to the clients queries.
Firstly, you have our help site - https://help.gttwl2.com
This has most of the information you will generally need.
Secondly you have your team members;
1. Design & Front End Capabilities - Design Team
2. Functionality & Back End - Development Team
3. Content & Organisation - Content Team
4. Marketing - Consists of work from all 3 departments as well as Ryan, Eric and the Marketing Team
Once you have the required information and feel comfortable with the detail included, let the customer know.