Goozone — Who contacts sellers, for what, through what channel
Exactly who communicates with sellers, for what reason, through what channel, and what to do when escalation is needed.
| Stage | Purpose | Who | Channel | Escalation |
|---|---|---|---|---|
| Lead → Contacted | Initial outreach, explain process | CSR (Sasha / Rosannah) | WhatsApp / Email | — |
| Account Created | Welcome + verification | Automated (Email 1) + Sydney & Pablo notified | Email drip + internal notification | — |
| Verification | Approve / reject account | Pablo / Sydney | Internal | — |
| Payout & Plan Config | Guide plan selection, payout setup | CSR | If stuck → Pablo | |
| First Product Published | Confirm store is live | CSR (manual stage move) + Laura (QC check) | Email 6 | — |
| Ongoing Support | Questions, issues, escalations | CSR first | WhatsApp / Email | Inventory → Laura (hours) · Pablo (after hours) · Platform bug → Pablo → Wappsi |
| Marketing & Promos | Campaigns, content coordination | Tevin (plans), CSR + in-house team (executes) | WhatsApp / Email / Social | — |
| Order & Delivery Issues | Problems, returns, damage | Sydney + CSR | Phone / WhatsApp | — |
| Marketplace Growth | Vendor strategy + execution | Faiber + Pablo + Kriston (strategy), Tevin + team (executes) | Email / Platform | — |
| Reactivation | Dormant seller follow-up | CSR + Pablo | Email drip + WhatsApp | — |
Seller asks about X → who handles it:
| Issue Type | First Contact | Escalation | After Hours |
|---|---|---|---|
| Account / Verification | CSR (Sasha/Rosannah) | Pablo / Sydney | Pablo |
| Inventory / Stock | Laura | Laura → Leah/Gomatee | Pablo |
| Platform Bug | CSR | Pablo → Wappsi | Pablo (logs ticket) |
| Marketing / Content | CSR | Tevin → Kriston | — |
| Order / Delivery | Sydney | Sydney + CSR | Pablo |
| Payment / Payout | CSR | Pablo | Pablo |