Changes for page Support Service

Summary

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

Details

Page properties

Author

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1		-XWiki.alozinskaia
	1	+XWiki.safronovams

Content

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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 Programme 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:
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13	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]];
14	14	* by **sending an email** to the technical support service;
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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 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).
	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).
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29		-When a client/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 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:
	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:
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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 client/LP Member does not wait for an available operator, it is possible to configure automatic callback once an operator becomes free.
	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.
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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 Programme 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 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:
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41	41	* card activation,
42	42	* card balance check,
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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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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.
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