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<note tip>To use customer service module, you need asterCC 1.2-beta or a higher version.</note> A company can store all their customer information in main table individual and organization, when customer dial in, agent could get a popup with customer profile, call history, ticket history event purchase history, so they can provide better service. ====== Add a trunk ====== please see[[en:module_manual:pbx:trunk|Trunk]] ====== Create Agent Group ====== To make clear the division of agents' work, an agent group is assigned to serve the inbound customer services. Start a new agent group, add the agents responsible for inbound customer services into this group. See[[[en:module_manual:user:agent_group|Agent Group]] ====== Add Queue ====== After saving the new agent group, select create queue automatically instead of start a new queue for this group by your own. If the queue has not been created, add one, and select this queue in the group that has been created previously. See [[en:module_manual:advanced:queue|Queue]] ====== Add DID ====== If the company possesses multiple businesses, use DID to serve them each. See [[en:module_manual:pbx:did|DID]] ====== Add Inbound Customer Service ====== To add an inbound customer service for a particula business, assign an agent group to work for the inbound customer service applications. See [[en:module_manual:customerservice:customer_service|Customer Service]] ====== Add Binding Inbound Applications ====== If you do not need DID, you need to bind the inbound customer service with the trunk. If you choose to use DID, bind the inbound customer service with DID. ====== Optional Module ====== Inbound customer service can be connected to work order module(工单模块？) and e-commerce module. <note tip>You need to install related modules first, set up related data, and make them associated with inbound customer service, then you can use them in the inbound customer service popup pages.</note> ===== Install module work order ===== See [[:en:how-to:how_to_use_work_order_in_customer_service_module]] ===== Install module E-commerce ===== See [[:en:how-to:how_to_use_e_commerce_in_customer_service_module]] ====== Agent Interface ====== When calls come in the system, the specified page will pop up, like the Dial in interface by default. ===== New customer ===== If the call is from a new customer, an interface to be added by the agent will pop up. {{:en:how-to:incoming_popup_addcustomer_change.jpg?768|Add Customer}} * ① the number that is calling in * ② the number's attribution, which needs to be added in[[en:module_manual:call_center:area_code|Area Code]], or import the number attribution filr through [[en:module_manual:call_center:import|Import]]. * ③ the call in time * ④ change the type of customers to be saved. Here, we can configure through the field "New customer previlige" in the inbound customer service. Please refer to the explanation of new customer previlige in [[en:module_manual:customerservice:customer_service|Customer Service]] * ⑤ You can search whether the numbers that call in have already been in the system by the numbers. * ⑥ To assign customers into different areas, we need the customer service to open the field `坐席划分客户区域` 字段设置 Click the search in ⑤, and if the number belongs to a certain customer, an interface will pop up: {{:en:how-to:incoming_popup_bind.jpg?768|Binding}} Choose a customer, click the bind button behind, and a tip will pop up: {{:en:how-to:incoming_popup_bind_tip.jpg?768|Binding Tips}} In the table above, you can update the binding customer field with the new incoming call number through the button in red. * Do not update: means not to bind the number to the customer. * Phone number1 and Phone number2: save the number as phone number1 or 2 to the customer. When next time this number calls in, the binding information will pop up. In the new customer pop up, we can change the type of customers to be saved in ④ The customer will be save as individual customer, and you can change it into company customer turning to the company customers add page. ===== Pre-existing Customers ===== If the number calling in already belongs to a customer in the system, a page with customer information will pop up. {{:en:how-to:incoming_popup_customer.jpg?768|Customer Popup}} * ① is the number calling in * ② the number's attribution, which needs to be added in[[en:module_manual:call_center:area_code|Area Code]], or import the number attribution filr through [[en:module_manual:call_center:import|Import]]. * ③ the time that the number calling in * ⑤ You can search whether the numbers that call in have already been in the system by the numbers. * ⑥ To assign customers into different areas, we need the customer service to open the field `坐席划分客户区域` 字段设置 Click the search in ⑤, and if the number belongs to a certain customer, an interface will pop up: {{:en:how-to:incoming_popup_merge.jpg?768|Merge Customer}} Choose a customer, click the bind button ahead, and a tip will pop up: {{:en:how-to:incoming_popup_merge_tip.jpg?768|Merge Customer Tip}} Click Ok and bind the customer with the customer that is calling in ===== Contact Log ===== In the customer information popup, add this contact log this time to the contact log of that customer: {{:en:how-to:incoming_popup_contactlog.jpg?768|Contact Log}} What dose the call is for in the red. Add the call purpose(result) at [[en:module_manual:customerservice:call_result|Call Result]]. If you chose to bind the purpose with work order, there will be a corresponding work order in the drop-box of call result, you can click and add work order. Click Add work order: {{:en:how-to:incoming_popup_createOrder.jpg?768|Create Workorder}} Fields in green are user-defined for the work order. Agent group in blue means the work order has not been set for 自动流转，新建工单需要在当前工单的流转范围选择一个流转组 ===== 历史联络记录 未完成工单 近期完成工单 历史完成工单 ===== 通过此处可以查看当前弹屏客户的 **历史联络记录** **未完成工单** **近期完成工单** **历史完成工单** ==== 历史联络记录 ==== 客户弹屏界面，默认选择的是历史联络记录标签，如果当前呼入客服的 `默认读取历史记录` 字段设置为是,当该呼入客服下客户弹屏 将会默认加载历史联络记录 {{:en:how-to:incoming_popup_history_contactlog.jpg?768|History Contact Log}} 如上图中，可以点击列表中每条记录后面的详情 查看联络记录的详情 {{:en:how-to:incoming_popup_historyContactlog_detail.jpg?768|History Contact Log Detail}} ==== 未完成工单 ==== 选中 未完成工单 标签，可以查看当前客户下未完成的工单 {{:en:how-to:incoming_popup_unfinished.jpg?768|Unfinished Workorder}} ==== 近期完成工单 ==== 选中 近期完成工单 标当前客户下近期完成工单 {{:en:how-to:incoming_popup_recentFinished.jpg?768|Recent Finished Workorder}} ==== 历史完成工单 ==== 选中 历史完成工单 标签，可以查看当前客户下历史完成工单 {{:en:how-to:incoming_popup_historyFinished.jpg?768|History Finished Workorder}} ===== 电子商务 ===== 系统安装电子商务模块，并且当前弹屏的呼入客服有绑定的电子商务，那么将会在客户弹屏界面上看到电子商务模块，如下图 {{:en:how-to:incoming_popup_ecommerce.jpg?768|Ecommerce Part}} 在图框①中，可以通过 产品名称 产品类型 和 条形码进行搜索产品，搜索到的产品将会在下面图框②列表中显示出来 图框③中显示的是当前已经正在进行订购的产品列表，可以点击图框②内每个产品后面的订购产品图标按钮进行订购，点击后就会在图框③的列表里显示当前订购的产品 可以对产品的 价格、购买数量、优惠金额 和 应收总额 做相应的调整，如果要取消当前产品，可以点击 每个产品后面的 取消 按钮 图框④中，当选择完相应的产品信息后，就需要为客户保存本次购买的订单，收件人默认为当前弹屏客户的名称，收件人手机和收件人电话也默认为该弹屏客户的电话，填写完毕相关的信息，点击 【保存订单】 按钮 保存本次订单，保存成功会提示订单保存成功。 图框⑤中 显示的是当前弹屏客户的近期购买记录，默认不加载数据，需要通过点击 “点击获取近期购买记录” 下划线字 进行获取数据，数据获取完毕后，会在列表里显示 {{:en:how-to:incoming_popup_ecommerce_recent.jpg?768|Recent Purchase}} 如上图，会显示当前弹屏客户近期的购买记录，即订单中每个产品的订购记录。 * 订单编号:订单编号 * 模块:通过系统的哪个模块产生的订单 * 模块业务:生成工单的具体模块名称 * 产品名称:订单中购买的产品名称 * 购买数量:购买的数量 * 单价:产品的单价格 * 原价:产品的原价格 * 优惠金额:针对客户关于本产品的优惠金额 * 应收总额:订单中每个产品最终的成交总额 * 坐席工号:生成订单的坐席工号 * 创建时间:订单生成时间