Customer Care Centre

Manage tickets, complaints, complaints and faults from customers

• Arrival of reported problems (tickets) from customers
• Complaints processing
  • Linking the customer report to the customer information
  • Communication with the customer
• How to choose who will be in charge of the helpdesk
• It is useful to know

Faults, complaints and other faults from customers are processed together in AyMINE. Although the term complaints is used in the text, it includes all types of customer problems.

Arrival of reported problems (tickets) from customers

Customer requests can come in different ways:

• Emails to support address
• Via web form
• Other reports that are entered by the employee (e.g. at the shop, sent by return)

The web form is the default option for receiving complaints reports. If the customer calls in another way a complaint or problem can be entered directly from the complaints overview. (Helpdesk staff can view them directly on the main desk or within the complaints processing area.)

Even if the complaint is entered manually into the system, further communication can take place via the web complaint form.

A whole range of information can be tied to the complaint:

Complaints processing

Electronically received messages are in the system among received messages from outside. Messages are displayed on the customer helpdesk desk. They are seen by the staff in charge of customer care

Linking the customer report to the customer information

If the customer sends an email from a stored address or fills in his email on the form, which is stored in the directory, the message is automatically linked. It is then possible to immediately open all communications, orders and other records about the customer.

The form for reporting a complaint is always tied to a specific order, therefore a complaint submitted via the form always relates directly to the order.

Communication with the customer

It is possible to reply to the customer:

• By e-mail directly from the system
• By phone directly via a connected VoIP telephone exchange
• By SMS message

All communications are archived at the complaint. It is possible to save information about what has been arranged with the customer directly after the call. For replies to the customer it is advisable to use answer templates. You can enter and edit these yourself in the system.

How to choose who will be in charge of the helpdesk

Between receiving the message and assigning the ticket, the responsible person will be found in several places:

• The person in charge of the customer
• The person in charge of the messages according to the interface
• The person in charge of the helpdesk in general:

It is useful to know

• General about problem logging.
• The internal helpdesk is covered in this chapter.
• Technical documentation as it emerges from the helpdesk customer message