Contact Customer

Contact Customer

Info
Module: Contact Customer
Path: Customer Detail > Customer Interaction > Correspondence tab
Topic: Contact Customer
Version(s): Version 5.1 R21 and later
Editions: Commerce & Call Center

What is the Contact Customer Feature?

The Correspondence tab on the Customer Detail Center allows agents to email back and forth with the customer without having to leave the OrderLogix app.

Alert
No Soliciting on Customer record is only for system notifications and will not affect this feature.

Making The Connection

Where Will I See This Within OLX?

You can see communications with customer via Customer Service main menu:


and on Customer Detail Center a banner will display at the top of the screen:


and under Correspondence tab under Customer Interactions:


What Reports Can Be Pulled?

  1. Customer Service Activity Report Definitions
    1. Activity = sys:CS Email Sent

What Imports/Exports Relate to Contact Customer

  1. at this time there are no imports/exports related to Contact Customer

Trouble Shooting

  1. Pressing Send > Object reference not set to an instance of an object.

    1. Open a ticket with OrderLogix

  2. Missing Credentials for email. Cannot send.

    1. Double check system preference that CS Email From Name matches same "From Name" on correlating email profile

  3. How do we keep track of customer replies within the whole system?

    1. Having an agent with access to Customer Service main menu, they will see all incoming replies within the system.

How To

Send Message To Customer



  1. Clicking on the Contact Customer  button allows you to draft and send an email to your customer from within your instance of OrderLogix.
    1. A popup will display with a blank form. 

      2. Subject
        1. Load - You can select precompiled responses to customers to save time and expedite communication.

            1. Select the template needed
            2. clicking the Choose button  will add the selected template to the correspondence body field.
            3. clicking the Delete button  will delete the template and the template cannot be retrieved for future use.
          2. clicking the X button  will close the popup without saving.
        2. Save  - You can save the form as a general template to be used for future quick replies.
          1. Once you have the form completed (no customer information referenced) simply click the Save button
            1. In the following popup give a name to the template:

            3. click the save button when completed
            4. clicking the X button will close the popup without saving.
      3. Body
        1. Toolbar
          1. paragraph
          2. bold
          3. italics
          4. link
          5. bullet list
          6. number list
          7. decrease indent
          8. increase indent 
          9. insert image
          10. block quote
          11. insert table
          12. show more items (eclipses)
            1. insert media
            2. undo
            3. redo
        2. Draft box
      4. Alias
        1. Full Name
        2. First Name
        3. Last Name
        4. Last Order #
        5. Last Order Date
      5. Send
      6. Close
  2. Clicking on the magnifying glass allows you to read the correspondences between the customer and agents.

      1. Subject
      2. Date/Time
      3. From
      4. Body
      5. Reply - will display a contact customer popup (see above for more information)
        6. Alert
        1. reply displays original template used to contact customer
      6. Close - will close the popup

Review Reply from Customer

If the customer has replied there will be a popup displayed under the tiles on the Customer Detail Center


Clicking on the popup will auto scroll the page down to the Customer Interactions section, displaying the Correspondence tab. 

New replies that have not been read are displayed with a green icon 


Clicking on the magnifying glass  will display the Customer Correspondence popup. Agents can use the Reply  button at the bottom of the popup to reply to the contact.
When the agent closes out of the popup, the green icon will disappear from the record



Checking Correspondence From Customer Service Desktop

When you click on Customer Service to navigate to Customer Service Desktop, you will see Unread Correspondence listed if there are any.
Warning
This will be seen by every agent regardless of client restrictions



Clicking on the magnifying glass will navigate you to the customer record.


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