Changes for page Support Service

Summary

• Page properties (3 modified, 0 added, 0 removed)

Details

Page properties

Title

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1		-Support Service
	1	+Feedback

Author

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1		-XWiki.zanina
	1	+XWiki.alozinskaia

Content

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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]]:
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5		-* **Call Center Statistics Plugin (Loymax.Support.Callcenter)** is responsible for processing calls.
	5	+* **Contact Center Statistics Plugin (Loymax.Support.Callcenter)** is responsible for processing calls.
6	6	* **Feedback Plugin (Loymax.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	+ Customer/Loyalty Programme Member feedback and Company communication in the Loymax 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 [[Contact Center>>doc:Main.Using.Contact_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.
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17	17	(% class="box" %)
18	18	(((
19		-In all cases, incoming requests are processed by the **Open-source Ticket Request System** (OTRS).
	19	+In all cases, incoming requests are recorded in the **open ticket processing system** (OTRS).
20	20	)))
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22	22	Each incoming request is directed to the ticket queue, with separate queues potentially being formed for each communication channel.
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24		-Access to OTRS is provided via a web interface under an allocated user account. The OTRS operator can view all requests received from customers/LP Members, their time of receipt and status. Each request is assigned a unique number and the identifier of the customer/LP Member who submitted it. Ticket processing typically follows the order of submission, meaning that earlier-submitted tickets are processed first. OTRS operators have access to ticket search functionality and can view all events related to a specific ticket (state changes, responses, notes).
	24	+Access to OTRS is provided via a web interface under a dedicated user account. The OTRS operator can view all requests received from clients/LP Members, their submission times, and statuses. Each request is assigned a unique number and the identifier of the client/LP Member who submitted it. Ticket processing typically follows the order of submission, meaning that earlier-submitted tickets are processed first. OTRS operators have access to ticket search functionality and can view all events related to a specific ticket (state changes, responses, notes).
25	25	)))
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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 client/LP Member contacts the [[Call Center by phone>>doc:Main.Using.Contact_center.WebHome]], the caller's number is automatically recognized. If the phone number is registered in the database, the client/Loyalty Programme 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 client/LP Member's request, the Call Center operator can:
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31	31	* edit personal details,
32	32	* update the phone number and email address,
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34	34	* manage subscription preferences for mass mailings,
35	35	* review purchase history.
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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.
	37	+If the client/LP Member does not wait for an available operator, it is possible to configure automatic callback once an operator becomes free.
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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.Using.Contact_center.WebHome||anchor="01"]], providing 24/7 support for clients/Loyalty Programme Members and helping to reduce the workload on operators during high call volumes. Using the voice menu, the following actions can be performed:
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41	41	* card activation,
42		-* card balance check,
43		-* card blocking/unblocking,
44		-* password change ,
45		-* communication with operator.
	42	+* checking the card balance,
	43	+* blocking/unblocking the card,
	44	+* changing the password,
	45	+* connecting to an operator.
46	46	)))|(% style="border-color:white" %)
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48		-**Email messages** sent to the technical support service are also recorded in OTRS. Processing inquiries received via email and sending responses are handled by qualified staff of the service in accordance with the procedures established in the Company.
	48	+**Email messages** sent to the technical support service are also recorded in OTRS. Processing inquiries received via email and sending responses are handled by qualified staff of the service in accordance with the established in the Company procedures.
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).
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53	53
54	54	(% class="box infomessage" %)
55	55	(((
56		-For detailed instructions on how to install and configure OTRS, see [[here>>doc:Main.Installation_and_configuration.System_deployment.OTRS.WebHome]].
	56	+For detailed instructions on installing and configuring OTRS, see [[here>>doc:Main.Installation_and_configuration.System_deployment.OTRS.WebHome]].
57	57	)))