Customer Care Section
While the main RMS is referred to as CustomerCare and RMS, this is the section on actual Customer Care handling in the web interface.
This section will be the most used portion for your support and/or sales staff. It is here where your support agents will log in and view support tickets assigned with tasks ranging from altering or changing customer profiles, to answering billing or support questions. Shipment as and hardware management is also listed in this area to more accurately assist in sales or provide shipment information to customers. This section is split into five (5) categories which will be explained in this manual. System Manager In this category your support agents can do such things as editing customer profiles where they have trouble (numbers, number forwarding, password reset, among other changes). Support staff has full ability to view all possible account types in any possible way they can, from last name to the credit card used. If you have resellers or call shops these customers can be searched for as well and edited as needed to provide the best customer service as quickly as possible. System Manager only will list the following:
Partner ID: This is the ID number of the partner or business that this customer has signed on with.
Customer ID: The customers ID number
Credit Card: The first 12 digits will be shown
Prepaid Account: The balance of the customers prepaid amount
User account: All the user accounts the customer has setup.
CallShop: If customer has setup a CallShop it will be shown on the bottom.
Invoices: All of the customers invoices
Email Outbox: Only displays automated messages from your company to the customer.
ISP service: If your company is offering Internet services along with communications it will be in this area were details are listed.**
Listed in “blue” are some of the other tools a support staff member may use to manage the ongoing need to block IP addresses and fraudulent charges. Support agents also have the ability to lookup and mange CallShop customers with minimal support in the event that they should contact the support center, however, Call Shops are mainly handled at an administration level. To add a new IP address or if a credit card has been deemed as a fraudulent card either press the red “FRAUD-STOP” button on the bottom of that page or in the main screen (shown below) simply click on the plus “+” icon and enter the information. Once saved that IP or credit card will no longer be able to be used to open an account or make a purchase.
Payment Manager
- The PAYMENT MANAGER displays exactly the same information as SYSTEM MANAGER however, this category also will display the purchases have been made by your customer along with other features such as placing orders for your customers or to review all previous transaction in the event one transaction comes into question. In System Manger, the support staff has the ability to switch to Payment Manger by clicking on any are that will involve money transactions. System Manager will list the exact same as Payment Manger except for the following:
Check Credit Card: this tool is used to check the credit card being used for eligibility of payments.
Period Payments: Are listed reoccurring monthly transactions such as flat rate plans, monthly packages, or any other monthly plan as well as number porting that is setup through your company.
Service ABO: Will list the monthly plans and provide the ability for staff members to enable or disable any plan or ported number for customers.
Product Orders Statements: Is the complete list of all invoice statements the customer has already paid.
Shipment Queue: This section is provided to view all the purchases of physical equipment in a schedule fashion being prepared for shipment.
Promotions: If the customer is eligible for a promotional event such as a sale of products or bundle packages, it is here that the staff member can assign the promotion to the customer’s order.
Refund: Depending on how your business is setup to exchange funds, this feature can be used to automate and execute refunds to customers if due.
Issue Tracker
- This area is for all support staff member to review and answer all support requests that have been assigned to them. Once the support agent is logged in they will see all their support tickets along with all the past tickets that have already been answered or waiting tickets that customer have sent back asking for further assistance or additional help.
On the left side you see the navigation column. The column is separated in to the following categories which will all be explained:
New Tickets -This is the location were the ticket administer has assigned any new tickets from ticket administration to the support agent.
Open Tickets - In the event the support agent does not have an immediate answer, they have the ability to back on a ticket once viewed in the New Ticket category.
Waiting tickets - All customer replies come to this category. If it is for further assistance or for a different question, any reply that a customer sends will go to this area of the support agent who answered the ticket.
Expired Ticket1 - When a support agent does not reply in 30 days the ticket will go to this category this will note that the ticket has not been answered and either the administration or operators can chose to reassign the ticket or if not important simply close off the ticket.
Expired Ticket2 - This category is for the customer if the agent has supplied an answer and it has either not been viewed or closed by the customer it will show up here. At this point the agent or upper management can either repost to the customer, or, close the ticket off.
Closed Tickets - All tickets that were assigned to an agent and were either closed by the customer or closed by administration will be shown in this area all tickets within a certain time frame will end up in this category for the agent.
All Tickets - Will revert back to ALL tickets ever submitted to the company and to who the tickets are assigned to. A search feature is also enabled to more quickly find a particular ticket if the ticket ID is available.