Offisky Document: Customer Case System
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Document # 235
Category: Business Operations
Type: User Manual Document
Last Update: Tue Feb21, 2017 05:10:25PM GMT(0)
Description:

Customer Case System is a case history tracking system in Offisky use to keep track of individual customer opened case. Your staff can review the customer previously opened case, get the brief background information of the customer and basic understand of the inquiries, before communicate to the customer. And as the result, create a much better customer service experience and reputation to your business. Once a case is opened, all staffs within your Offisky account can be able to access into the same case (by CASE #) to perform the work. This helps if the case require handling between multiple departments. Users located at the same department of the case creator will automatically search out the open case history to make ease of understand the customer inquiries. Customer case pairing feature is also very useful if you want to allow your customer to review their case update online, instead of contacting your staff to ask for updates, which save time for both your staffs and your customers. If incorporated with Offisky phone system, whenever a call arrive with the Caller ID matches a record in your Customer Case, his / her open case will automatically listed within the Customer Case System.



To access into Customer Case System:
Application Menu > [ Phone Panel] > [ Customer Case]



What is a Case:

In our Customer Case System, a case is referring to a specific question, inquiry, or problem your customer is facing and require help from your staff(s). A Case can be something like: I purchase a coat but after deliver to my place, it is broken... so you may now process an exchange for a customer. Once the case is closed, you should close the case indicate the work is finished. This helps to manage the amount of open / un-handled case for your business. Please Note, it is strongly suggested do not combine multiple inquiries / issues into one case where it is much harder to define the actual required work and when should the case "close".


How it works:

Whenever necessary, your staff can create a "Customer Case" in the system.

  • Access into the Customer Case System

  • Click on [ New Case] and follow the on-screen instruction.


When create the first case for a customer, your staff also needs to provide the customer information (ie. name, phone number, email address, physical address, etc.), and create the initial case message. Each case message can be mark as "Public / Private / Supervisor" message, as defined below:

  • Public: Messages can be view by everyone. If the case is paired by a customer, this message will also visible by the customer.

  • Private: Messages can only be view by the staff in your company.

  • Supervisor: Messages can only create and view by your company Monitoring Team Supervisor, for management purpose only.


Please Note: Even though providing customer information information is not mandatory, it is recommended to provide as detail as possible so that the system may help with your operations. For example, if you have provided the correct phone number, and whenever your customer calling your company using this number, the system will automatically map this customer open case in the Phone Panel. If you have provided the valid email address for the customer, "Customer Case Pairing" feature will also appear in case you wish to email notify your customer or allow customer pair and view this case. In additions, all customer information will be share along with the customer profile within the "Customer Case System" and can be reuse when create your next case.

Once the case has saved into the system, it can retrieve based on the following 2 methods:

  • Access into the Customer Case System

  • If the case is belongs to your department, you can use Case#, Customer ID, Phone Number, or Email address to search for the case.

  • If the case is not belongs to your department, you can use Case# to search for the case.

  • Click on [ Search] will start case search.

  • Click on the case you wish to read to take you into the case content.


To add a message into an existing case:

  • Retrieve the case you wish to add message (see above instruction)

  • Provide your message into the New Message Text box

  • Make sure the message status (ie. Public, Private) is correct.

  • Click on [ Save] or [ OK] to submit your request.


If email address is provided and you wish to create a email notice to your customer, or allow your customer to pair and review this case online:

  • Access into the Customer Case System

  • Make sure you have provide the customer valid email address, and also select the email address under [Contact Email] drop down list.

  • Select the "Public" message type

  • Your screen should now adding 2 more options:

    • Send Email Notification: Will inform your customer by email about your new message.

    • Send Case Pairing Instruction: Will send a complete instruction on how to pair / review the case online.

  • Click on [ Save] or [ OK] to submit your request.


Once the case is finish, you may close a case by performing the following:

  • Under the case status drop down list, select "Case Closed" instead of "Case In Progress".

  • Click on [ Save] or [ OK] to submit your request.


To print the complete case:

  • Retrieve the case you wish to add message (see above instruction)

  • Click on [ Print] to print the complete case.




Important:

  • Never put sensitive information in a case. This case system is intended to use as a "shared information portal" within your Offisky account to only make ease of your staffs daily customer service operation, and is not design to handle sensitive information.

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Member's Comment:

William Wong
@Babysoft Corporation
Ticket Creator
Posted: Fri Feb17, 2017 05:15:13PM GMT(0)
Discussion: Customer Case System
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