Changes for page Support Service

Summary

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

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Page properties

Author

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1		-XWiki.zanina
	1	+XWiki.safronovams

Content

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10	10	|(% style="border-color:white" %){{lightbox image="scheme.png" width="1500"/}}|(% style="border-color:white" %)(((
11	11	Communication between customers/Loyalty Program members and Companies in the Loymax system can be conducted in several ways:
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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.
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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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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:
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31	31	* edit personal details,
32	32	* update the phone number and email address,
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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.
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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.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:
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41	41	* card activation,
42	42	* card balance check,