Thackwray Logistics / BB-Demo – Training
Callcompleted
Thackwray Logistics · 2025-05-30 11:45
Training session with Natasha Greaves and Josh Pearce on the helpdesk and warehouse data. Natasha built a saved page of open beauty returns and found a long-open ticket. Dashboards deferred until usage settles.
What was said
What this says
Current to 13 Oct 26Training session with Natasha Greaves and Josh Pearce on the helpdesk and warehouse data. Natasha built a saved page of open beauty returns and found a long-open ticket. Dashboards deferred until usage settles.
What happened: Laura Penhaligon walked Natasha and Josh through chat, search and saved pages using real brand-review questions. Natasha saved a page of open beauty returns tickets and Josh planned to share it with the two of them and Kelly.
Customer view: Natasha said the answer exposed a ticket open far longer than she expected, and that a brand had found such an issue first the previous quarter. Josh asked about sources and refresh timing and will relay the nightly refresh point to his team.
Commercial: Growth includes the dashboards builder. Laura advised leaving it for a week or two, so any dashboard investment comes later.
Watch: Only the helpdesk and warehouse system are connected, and Josh remains the first point of contact for data problems.
Themes
Current to 9 Oct 26Theme
Training and first pages
Importance
praise
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send a short summary of the session with the steps.
- Josh Pearce to share the saved page with Natasha Greaves, himself and Kelly Swainston.
- Natasha Greaves to try further questions and send Laura anything odd for the next session.
Risks
Current to 9 Oct 26- Josh Pearce is still the first contact for every data problem, which concentrates support on one person.
- Only two sources are connected, so questions needing other systems such as email will not be answered yet.
Opportunities
Current to 9 Oct 26- Kelly Swainston is expected to want the saved returns page in every brand review, which can drive wider use.
- The Growth dashboards builder can be used once repeated questions are clear.
Transcript
Laura Penhaligon NoneHello, hello. Natasha, Josh. Can you see my screen?
Natasha Greaves NoneHi Laura. Yes, I can see it. Is it meant to be a blank page?- Laura Penhaligon NoneThat's the brain's home page, nothing cleverer than that. Josh, you with us?
Josh Pearce NoneHere, yes. Sorry, I was just finishing something. Morning both. Still morning, just.- Laura Penhaligon NoneJust. Okay, so this is the training session. I'll walk through the main things, but I want you to drive as much as you can. Natasha, I'd like you to ask it the sort of thing you'd actually need for a brand review, not a made up example.
- Natasha Greaves NoneOkay. Well, honestly, what I need most is returns. Which ones are open, how long they've been open, and whether the brand has already chased us.
- Laura Penhaligon NonePerfect. So there are three ways in. Search, which finds things. Chat, which answers questions. And pages, which are the saved views you build and share. Let's start with chat, because it's the easiest. Click into the box at the bottom and type your question the way you'd say it to a colleague.
- Natasha Greaves NoneRight. Show me open returns tickets for the beauty brands. Is that okay?
- Laura Penhaligon NonePerfect. Press enter.
- Josh Pearce NoneOh, that's quick.
- Natasha Greaves NoneIt's given me a list. And a short summary above it. Is that the whole list or just some of it?
- Laura Penhaligon NoneGood question, always check that. Look just under the summary, there's a line saying what it searched and how many records it found. That's how you know whether you're seeing everything or a sample. Each line also links back to the original ticket, so you can open it in the helpdesk if you need to.
- Josh Pearce NoneDoes it say where the data came from? I'd want to know if it's reading the helpdesk or something older.
- Laura Penhaligon NoneYes. Each answer lists its sources, and there's a last refreshed note. The nightly refresh should be done by seven in the morning on working days, so if you ask first thing you're seeing last night's position.
- Josh Pearce NoneGood. That's what I'll tell the team when they ask why something from this morning isn't there.
- Natasha Greaves NoneCan I ask a follow up? Like, which of those have been open longest?
- Laura Penhaligon NoneYes, just type it. It remembers the conversation so you don't need to repeat the brand.
- Natasha Greaves NoneOkay. Oh, it's sorted them. That's actually helpful. There's one there that's been open much longer than I'd have guessed.
- Laura Penhaligon NoneThat's the point of it. You'd have found that eventually, but probably not before the review.
- Natasha Greaves NoneNot before the brand did, no. I'll be honest, that's exactly what happened last quarter.
- Laura Penhaligon NoneOkay, so let's make sure it doesn't. Now search. Top of the page. Try typing a brand name and the word refund.
- Natasha Greaves NoneDone. It's giving me tickets and some emails, I think? Are those emails?
- Laura Penhaligon NoneThey'd only be there if that source is connected. At the moment you've got the helpdesk and the warehouse system, so those results should all be tickets or order records. If you see something that looks like an email, tell me which line and I'll check.
- Natasha Greaves NoneAh no, sorry, it's a ticket with an email pasted in. My mistake.
- Laura Penhaligon NoneNo, easy done. Right, pages. This is where it gets useful for the review. Josh, you'll want to listen here because admins can lock a page so it doesn't get changed by accident.
- Josh Pearce NoneLocking's good. At the moment everything's a free for all.
- Laura Penhaligon NoneSo, take that returns question Natasha asked. Click save as page. Give it a name. Something like beauty returns, open.
- Natasha Greaves NoneOkay, saved. And it'll update itself?
- Laura Penhaligon NoneIt re-runs against the latest data every time you open it. So you save the question once and the page is always current as of the last refresh. Share it with whoever you like. Josh, you could share it with the whole team, or restrict it.
- Josh Pearce NoneFor now I'd share it with just the two of us and Kelly. Then if it's right we open it out.
- Natasha Greaves NoneKelly will love that. She's always asking what did the brand see. She'll want it in every review.
- Laura Penhaligon NoneThen it's worth building the page with that in mind. Add the dates, add the brand, maybe the ticket status. Dashboards are a step beyond pages, with charts, and as you're on Growth you do have the dashboards builder.
- Josh Pearce NoneIs it worth building one now or leave it until the data's settled?
- Laura Penhaligon NoneLeave it a week or two. Use chat and pages first, see what questions come up repeatedly, and build the dashboard around those. People tend to build charts nobody looks at otherwise.
- Natasha Greaves NoneThat makes sense. I'd rather be asking it things for a bit.
- Laura Penhaligon NoneOne last thing before we stop, and it's the one people forget. If an answer looks wrong, tell it, and tell us. There's a feedback button on every answer. It helps us see whether it's a data problem or a wording problem.
- Josh Pearce NoneAnd if it's a data problem it comes to me, I assume.
- Laura Penhaligon NoneYes, to you first, then us. So, a quick recap. Natasha, you've saved one page and you've seen chat and search. Josh, you'll share the page and sort who gets access. I'll send a short summary of today with the steps. Anything else either of you want to try?
- Natasha Greaves NoneI'd like to try a couple more questions on my own this afternoon, if that's okay. I'll note anything odd.
- Laura Penhaligon NonePlease do. Send me whatever you note and we'll cover it next time. Thanks, both.
- Josh Pearce NoneThanks, Laura. Cheers.
- Natasha Greaves NoneThank you. Bye.
Callsmade from