Blipply support process

This document aims to describe how the end user support process done for blipply.com.

Relevant URLS

End user support form URL: https://blipply.com/support

Support process

When an end user support email has arrived on support@blipply.com OR a new contact has appeared in the Squarespace contact list:

Support agent is notified via email and create ticket

Support agent checks the support email. (When a user submit a ticket via https://blipply.com/support an email is sent to support@blipply.com)
The agent reply to the sender that the Blipply support team have received the ticket. Potential answers:

If the question can be answered directly it is answered in in the returning reply.
If the request cannot be solved with a single reply they notice the user that they will get an answer as soon as possible.
IF more information like images or videos are required to process the ticket the agent will let the user know this in the reply.

If the request cannot be solved with a single reply and support ticket is created.
The support ticket will get the naming “Ticket for [User First name][User Last name] - [Date]”.

How support agents manage tickets

The agent add necessary notes to document what the issue is about, what is needed to solve the ticket etc. Each note is added with a date to be able to track the time line.
The agent adds milestones for the needed actions to be taken and a date when the action need to be done. Example (Inform user, get solution from tech team, get release date from tech team etc.
The agent marks any done milestone as done by clicking the check box and notify the end user

Escalation to 2nd line tech support

If the ticket require the tech team to get involved Blipply apply a more rigid process to solve the reported issue/request.

Soft SLAs

Agents usually reply and notify the user that the request has been received via email within one hour during office hours.
Agents always communicate the status minimum one time per week.
Agents communicate statuses like Under investigation, Under estimation, Under development, Planned release week when the issue is fixed etc.

These SLAs are not bidding by terms or legal but more as internal guidelines for the Blipply support agents to follow.

User support requests and answers

Withdrawal Delays

Q: Why is my withdrawal taking longer than expected?
A: Withdrawals are currently processed manually due to high demand and technical issues. Our team is working to fix the problem, and your funds will be transferred once resolved.

Q: When will my money be transferred?
A: We’re investigating your account and will notify you as soon as the issue is resolved. Thank you for your patience.

Q: How long will it take to fix the withdrawal issue?
A: Our team is addressing the problem urgently. Once resolved, any failed withdrawals will be returned to your wallet, allowing you to retry.

Q: Why haven’t I received my funds after 48 hours?
A: Due to technical issues, payments are processed in batches. You’ll receive your funds when your batch is completed.

Deposit Issues

Q: Why is my deposit not showing up?
A: Deposits usually appear within 48 hours. If not, please provide a transaction screenshot and create a support ticket for assistance.

Withdrawal Options

Q: Can I withdraw via bank or M-PESA?
A: Yes, withdrawals are available to KCB bank and M-PESA. Choose your preferred option when submitting a request.

Q: When will regular withdrawals be available again?
A: We are working to fix the issue. Once resolved, we will notify you so you can withdraw as usual.

Account and System Issues

Q: Why is my account locked?
A: Your account was temporarily locked due to unusual activity. We’ll update you once our review is complete, and your account will be restored.

Q: Why are withdrawals so slow?
A: High demand and technical difficulties have led to manual batch processing. We appreciate your patience as we work through the queue.

Q: I can’t withdraw to my KCB account. What should I do?
A: We’re aware of issues with KCB withdrawals. Please retry, and if it continues, contact support.

Q: My account is suspended and funds locked. How do I resolve this?
A: Your account is under investigation. Once the review is complete, it will be unlocked, and your funds will be accessible.

System Restoration

Q: When will the withdrawal system be fixed?
A: Our team is actively working to restore the system. We’ll inform all users when normal service resumes.

Main Benefits

Zero Transaction Costs: Replace cash with affordable digital payments in your local shop, online or in-store.

For Consumers

ZERO Transaction Costs
Mobile Payments: Shop online or in-store.
Build a Digital Credit Score.

For Merchants/Shops/Dukas

Boost Sales: Sell online and offer home delivery.
ZERO Transaction Costs
Build a Digital Credit Score.

The Platform

Overview: One Blipply account works across two applications: Blipply and Blipply Merchant, focusing on reducing expensive digital payments.

Blipply Merchant Features

Reach More Customers: Offer zero transaction costs, build your credit score, and manage sales, inventory, and finances for free.
Online Shop: Publish your Duka online for more sales.
Predefined Inventory: Easily add goods with photos, prices, and stock levels.
Transactions & Receipts: Payments saved with detailed statements.
Customer Directory: Update customer details automatically.

Top 3 Benefits for Merchants

More Customers: Display your shop online.
Build Credit Score: Track sold items to improve your score.
Simplified Sales: Receive and manage online orders.

How It Works

Blipply Merchant Sign-up

Select a merchant type that matches your shop.
Tailor inventory: Add item names, prices, and photos.
Publish your online shop for visibility.

Managing Orders

Online: Accept or decline orders; set standard delivery prices and coordinate with Boda Boda for deliveries.
In-Store: No transaction costs, only a 1 KSH fee per item.

Blipply Consumer Experience

Shopping: QR code payments in-store; find shops online.
Digital Payments: All payments recorded with digital receipts.
Financial Statements: Track household expenses.

Promoting Your Shop

Social Media: Inform followers about your online shop.
Weekly Offers: Promote special deals.
Blipply Ambassador: Get support to promote your shop.

General Tips for Growing Your Shop

Establish Social Media Presence: Consistent profiles, engaging posts.
Sponsored Ad Campaigns: Target specific demographics.
Engage with Your Audience: Build community and visibility.
Strategic Hashtag Usage: Increase post discoverability.

User guide