Customer Service Management (Available on Selected Plans)
The Customer Service Management module is a comprehensive tool designed to streamline customer support operations by managing inquiries, tracking interactions, and enhancing service efficiency. It serves as a centralized platform to improve customer communication and overall satisfaction.
Features Overview:
- Dashboard with real-time statistics on service performance.
- SLA (Service Level Agreement) management.
- KPI (Key Performance Indicator) tracking.
- Workflow automation for ticket management.
- Ticket action management (replies, notes, transfers).
- Mail scanning rules for enhanced email filtering.
- Customer portal for ticket submission and rating management.
1. Module Installation
Before using the Customer Service Management module, ensure that it is properly installed.
Steps to Install the Customer Service Management Module:
- Upload the module files to the modules directory of DigifyCRM.
- Navigate to Settings > Modules and locate the Customer Service Management module.
- Click Install, and once installed, activate the module.
2. Dashboard
The dashboard provides a centralized view of your customer service performance, showing key metrics like ticket counts, SLAs, and customer ratings.
Dashboard Features:
- Real-time ticket updates.
- Overview of SLA violations.
- Key performance indicators (KPIs) for ticket response times and resolutions.
3. SLAs Management
SLAs (Service Level Agreements) help you ensure that customer service tickets are handled within predefined timeframes.
Steps to Manage SLAs:
- Navigate to Customer Service Management > SLAs.
- Create or edit existing SLAs by defining response and resolution times for different types of tickets.
- Set violation actions for when SLAs are breached, such as escalation or notification.
- Save your SLA settings to be applied to all incoming tickets.
4. Violation Ticket Management
This feature tracks and manages tickets that violate SLAs, helping you identify bottlenecks in the customer service process.
Steps to Manage SLA Violations:
- Go to SLAs > Violation Tickets.
- View the list of tickets that have breached their SLA times.
- Assign these tickets to the appropriate team member for immediate resolution.
5. KPIs Management
Key Performance Indicators (KPIs) help track service team performance, providing insight into how well your team is meeting its goals.
Steps to Set Up and Manage KPIs:
- Navigate to Customer Service Management > KPIs.
- Define KPIs for response times, resolution times, and customer satisfaction scores.
- View KPIs on the dashboard to track progress and identify areas for improvement.
6. Workflow Management
Automate the workflow for tickets to ensure smooth and timely handling of customer queries.
Steps to Set Up Ticket Workflows:
- Navigate to Customer Service Management > Workflow Management.
- Define workflows for tickets, such as automatic assignment based on category or department.
- Set conditions for workflow triggers (e.g., when a ticket is received, escalated, or closed).
- Save the workflow, and it will be applied automatically to all incoming tickets.
7. Ticket Management
The core of the module is ticket management, which allows you to handle all customer interactions efficiently.
Steps to Manage Tickets:
- Go to Tickets under Customer Service Management.
- View incoming tickets and their status.
- Use actions like Post Reply, Post Internal Note, Department Transfer, and Assign Ticket to handle tickets.
- Track ticket history to see all actions taken on the ticket.
8. Ticket Workflow Management
Streamline how tickets are handled by defining workflows for ticket actions and stages.
Steps for Ticket Workflow Management:
- Navigate to Tickets > Workflow.
- Set automatic actions like department transfers or assigning specific staff based on the ticket's content or category.
- Define the stages for tickets (e.g., New, In Progress, Resolved) and create automatic actions when the ticket changes stages.
9. Ticket History
This feature keeps a detailed log of all actions taken on a ticket, making it easy to track and review.
Steps to View Ticket History:
- Open any ticket under Tickets.
- Click the History tab to view a timeline of all updates, replies, transfers, and changes made to the ticket.
10. Customer Related Information
View relevant customer data directly from the ticket, including past interactions, customer details, and associated accounts.
Steps to View Customer Information:
- Open a ticket from Customer Service Management > Tickets.
- In the ticket overview, you will find customer-related information, including their full history and related tickets.
11. Settings
Customize the module's settings for general preferences, email scanning rules, and email templates.
Steps to Configure Settings:
- Navigate to Customer Service Management > Settings.
- Customize general settings like ticket prefixes, SLA rules, and escalation paths.
- Set up Mail Scan Rules to block certain senders, subjects, or phrases, or allow specific ones.
- Manage email templates for ticket-related notifications.
- Customize Support Terms & Conditions to include in customer responses.
12. Client Portal
Customers can interact with your support team via the client portal, where they can submit, track, and rate tickets.
Features of the Client Portal:
- Dashboard for customers to view their tickets and status.
- Ticket submission forms.
- Rating management for customers to provide feedback on support received.
13. Integration with Other Modules
The Customer Service Management module integrates with other DigifyCRM modules like Service Management and Warranty Management for seamless handling of related service tickets.
Steps to Integrate with Other Modules:
- Ensure both the Service Management and Warranty Management modules are installed.
- Tickets can automatically be linked to warranties or services from these modules for a comprehensive service workflow.