Responding To Client Queries

process

Romario · Updated February 19, 2026

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.

Related Docs