On the previous article, we’ve discussed agent and customer interaction through the new digital channels. Now we are going to talk on the existing channels one; email, call, and offline. This support is to give a maximum single dashboard experience to the customer support agent in improving productivity.
In the email interaction, 3Dolphins SRM will synchronize inbox from integrated accounts. All emails turn into tickets according to the subjects. If there is a similar interaction between customer and agent with the base subject, hence the ticket will combine as one ticket. For example:
- A customer sent an email with the subject ‘Customer Complaint’. This email would turn into a ticket with number 2002280000001 (yymmddxxxxxxx)
- The agent answers through 3Dolphins SRM. Matter from the agent’s reply will be taken from the base subject of the first message, to then added with “Re:” on the initial.
- After the email sent, the message will enter as a conversation in a similar ticket number. (System would automatically detect base subject with losing prefix such as Re: Fwd: etc. this is also done in client email in general.)
- If customers are replying again with a similar subject, the correspondence will be inserted to the same ticket, if not, the new ticket will appear.
To interacting with email ticket, agents will have an individual editor to display the conversation.
In this display, the agent can choose to reply or forward the message to another recipient. Both choices will display email composer where an agent might insert message. There’s an option to pick the primary recipient (To).
Our email composer gives support for rich text formatting and inline image embedding to ease customer support in writing comprehensive information for the customer. You can drag and drop attachments or by button.
Support for the template is also available with email template feature where answers for email only can be saved. Agents just need to pick which model to send and automatically inserted to the email editor.
Every message sent by company’s email generally have a signature to be attached, and we accommodate this in configurable Email Signature Template for each integrated email accounts.
Currently, we support integration with some telephony system provider used by Customer Support, such as Cisco Finesse and eCentrix. By activating telephony integration, each call will automatically set as a ticket. Call control possibly finished on a similar dashboard.
When the interaction is done in face to face, as in customer meet up your front liner, you can make a ticket manually to make sure every interaction saved in the application. Or if the telephony system has not integrated with 3Dolphins, the call conversation can be made as an offline ticket.
While on the making, agents can insert customer contact information, either existing or new. Channel can decide whether interaction happens face to face or by a call. Subject and message have to fill notes of the context and inquiry details of the customer problem. We also have options for making the case as needed.