Customer Services
Customer Services is where the day-to-day conversation with the customer lives: the question they emailed this morning, the change they asked you to make, the complaint you have six weeks to resolve.
Because it sits inside the billing platform, a billing query can be answered from the invoice, the call and the rating evidence without leaving the case.
In This Section
Section titled “In This Section”- Cases - the service desk: queues, assignment, SLA targets, drafts and canned replies
- Complaints - the Ofcom complaints register and the six-week ADR clock
- Confirmations of Instructions - written confirmation of a customer’s instruction, accepted online
- Customer email - Compose Email, the send queue and email allowances
- Correspondence - templates, composed content and the approval queues
Customer Services Home
Section titled “Customer Services Home”Signing in with the Customer Services section opens Customer Services Home: tickets, TODOs and failed emails at a glance.
Cards: open tickets, tickets needing attention, TODOs due, failed emails in the last week, at-risk accounts and campaigns.
Queues: tickets needing attention, TODOs due, cases awaiting reply, open complaints (each flagged with where it stands on the ADR clock), failed emails and at-risk accounts.
A Showing picker switches the whole page between the team’s work and your own, for holders of the Customer Services team queues permission.
Cases and tickets
Section titled “Cases and tickets”The platform has two ways of holding a customer conversation, and it is worth knowing which you are using.
Tickets are the original mechanism, and still work exactly as they did. See Support & Ticketing.
Cases are the CRM service desk: customer-visible, threaded, assignable to a person or a department, with SLA targets and queues. They are the route the CRM uses for everything it starts, including Compose Email, proposal questions and payment promises.
Where the per-dealer setting Inbound Mail Opens Cases is switched on, unmatched email from a recognised customer opens a case instead of raising a ticket, and the Raise Ticket buttons disappear for that dealer’s customers. Replies to existing ticket threads still land on their tickets, and ticket history stays readable.
Answering billing questions by hopping between a help desk, a mailbox and a billing system? see how SAFE CRM answers them from the invoice itself