Changes for page Support Service

Summary

• Page properties (2 modified, 0 added, 0 removed)

Details

Page properties

Author

...	...	@@ -1,1 +1,1 @@
1		-XWiki.zanina
	1	+XWiki.safronovams

Content

...	...	@@ -2,15 +2,15 @@
2	2	(((
3	3	The functionality described below is available when connecting [[feedback plugins>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]]:
4	4
5		-* **Call Center Statistics Plugin (Loymax.Support.Callcenter)** is responsible for processing calls.
6		-* **Feedback Plugin (Loymax.Support.Messages)** is responsible for processing messages from chats with the support service.
	5	+* **Call Center Statistics Plugin (RetailEngine.Support.Callcenter)** is responsible for processing calls.
	6	+* **Feedback Plugin (RetailEngine.Support.Messages)** is responsible for processing messages from chats with the support service.
7	7	)))
8	8
9	9	(% class="table-bordered" %)
10	10	|(% style="border-color:white" %){{lightbox image="scheme.png" width="1500"/}}|(% style="border-color:white" %)(((
11		-Communication between customers/Loyalty Program members and Companies in the Loymax system can be conducted in several ways:
	11	+Communication between customers/Loyalty Program members and Companies in the Retail Engine system can be conducted in several ways:
12	12
13		-* via a [[direct call>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome||anchor="plugin_Call"]] by the customer/LP Member to the [[Call Center>>doc:Main.Using.Contact_center.WebHome]];
	13	+* via a [[direct call>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome||anchor="plugin_Call"]] by the customer/LP Member to the [[Call Center>>doc:Main.Usage.Call_center.WebHome]];
14	14	* by **sending an email** to the technical support service;
15	15	* through message exchange [[in chat mode>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome||anchor="plugin_Message"]] from the Personal Account of the LP Member.
16	16
...	...	@@ -26,7 +26,7 @@
26	26
27	27	(% class="table-bordered" %)
28	28	|(% style="border-color:white" %)(((
29		-When a customer/LP Member contacts the [[Call Center by phone>>doc:Main.Using.Contact_center.WebHome]], the phone number is automatically recognized. If the phone number is registered in the database, the customer/Loyalty Program member's profile is automatically displayed to the Call Center operator. If the number is not registered, the operator has the option to create a new account. At the customer/LP Member's request, the Call Center operator can:
	29	+When a customer/LP Member contacts the [[Call Center by phone>>doc:Main.Usage.Call_center.WebHome]], the phone number is automatically recognized. If the phone number is registered in the database, the customer/Loyalty Program member's profile is automatically displayed to the Call Center operator. If the number is not registered, the operator has the option to create a new account. At the customer/LP Member's request, the Call Center operator can:
30	30
31	31	* edit personal details,
32	32	* update the phone number and email address,
...	...	@@ -36,7 +36,7 @@
36	36
37	37	If the customer/LP Member does not wait for an available operator, it is possible to configure automatic callback once an operator becomes free.
38	38
39		-When configuring the voice menu, some of the operator's functions can be taken over by the [[Asterisk computer telephony system>>doc:Main.Using.Contact_center.WebHome||anchor="01"]], providing 24/7 support for customers/Loyalty Program members and helping to reduce the workload on operators during high call volumes. Using the voice menu, the following actions can be performed:
	39	+When configuring the voice menu, some of the operator's functions can be taken over by the [[Asterisk computer telephony system>>doc:Main.Usage.Call_center.WebHome||anchor="01"]], providing 24/7 support for customers/Loyalty Program members and helping to reduce the workload on operators during high call volumes. Using the voice menu, the following actions can be performed:
40	40
41	41	* card activation,
42	42	* card balance check,
...	...	@@ -49,7 +49,7 @@
49	49
50	50	Messages submitted through the **feedback form** in the Personal Account generate a separate queue in OTRS. Responses are sent directly to the applicant and displayed in the Personal Account chat. Incoming and outgoing chat messages may include attached files (images, documents).
51	51
52		-The message history between the LP Member and the operator is also displayed in the customer profile within the Loymax Platform. Here, there is also an option to send a text message as a response to the LP Member inquiry if the corresponding ticket in OTRS has not yet been closed. A reply sent this way will also appear in OTRS.
	52	+The message history between the LP Member and the operator is also displayed in the customer profile within the Retail Engine Platform. Here, there is also an option to send a text message as a response to the LP Member inquiry if the corresponding ticket in OTRS has not yet been closed. A reply sent this way will also appear in OTRS.
53	53
54	54	(% class="box infomessage" %)
55	55	(((