Customer Service Management Module is a comprehensive suite of tools that businesses use to streamline and enhance their customer support operations. It serves as a centralized platform that lets companies manage customer inquiries, track interactions, and provide timely and personalized support across multiple customer service channels.

Module Features

Dashboard

1. SLAs:
   • SLAs Management
   • Violation Ticket Management
2. KPIs:
   • KPIs Management
   • Violation Ticket Management
3. Workflow Management
4. Category Management
5. Scanned Mail Management
6. Tickets:
   • Ticket Management
   • Stage Management
   • Ticket Workflow Management
   • Ticket Action Management: Post Reply, Post Internal Note, Dept Transfer, Assign Ticket
   • Ticket History
   • Customer Related Information
7. Settings:
   • General Settings
   • Mail Scan Rules: Blocked Senders, Blocked Subject, Blocked Phrases, Allowed Senders, Allowed Subject, Allowed Phrases
   • Email Template Management
   • Support Term & Conditions
   • Prefix Settings
8. Client Portal:
   • Dashboard
   • Ticket Management
   • Rating Management

   • Set-up

     Included documentation will help you upload and activate the module inside Perfex CRM, if you are not aware on how to do it.

     Support

     Our support team is always around to help. Feel free to raise a support ticket. Guys from support department will get back to you as soon as possible with a reply, guiding you through any issues. The Customer Service Management module for Perfex CRM is designed to enhance the customer support and service functionalities within the Perfex CRM system. This module is crucial for managing customer interactions, tracking service requests, and improving overall customer satisfaction. Here’s a comprehensive guide on how to set up and utilize this module effectively:

     Key Features of the Customer Service Management Module

     1. Ticket Management: Allows you to create, track, and manage customer service tickets. This includes assigning tickets to team members, setting priorities, and tracking statuses.
     2. Customer Communication: Facilitates communication with customers through various channels such as email, chat, and phone. It includes features for logging interactions and follow-ups.
     3. Knowledge Base: Provides a centralized repository for FAQs, guides, and troubleshooting articles to help customers find answers to common questions.
     4. Service Level Agreements (SLAs): Allows you to set and manage SLAs for response and resolution times to ensure timely service delivery.
     5. Reporting and Analytics: Offers reports and analytics on customer service performance, ticket resolution times, and customer satisfaction.
     6. Automations: Supports automation of repetitive tasks such as ticket assignments, notifications, and follow-ups to streamline the support process.

     Setting Up the Customer Service Management Module in Perfex CRM

     1. Installation

     • Download the Module: Obtain the Customer Service Management module from the Perfex CRM marketplace or from the vendor’s website.
     • Upload to Perfex CRM: Upload the module files to the modules directory of your Perfex CRM installation.
     • Activate the Module: Go to the Perfex CRM admin panel, navigate to Settings > Modules, and activate the Customer Service Management module.

     2. Configuration

     • Settings: Configure the module settings by navigating to Settings > Customer Service. Here, you can set up ticket categories, priorities, SLA rules, and communication preferences.
     • Email Integration: Set up email integration to allow for ticket creation and communication through email. Configure email templates and notification settings.
     • Knowledge Base: Populate the knowledge base with articles, FAQs, and troubleshooting guides to assist customers in finding answers on their own.

     3. Creating and Managing Tickets

     • Create Tickets: Manually create tickets for customer service requests through the CRM interface or automatically via email or other integrated channels.
     • Assign Tickets: Assign tickets to support team members based on their expertise, availability, or predefined rules.
     • Track and Update: Track the status of tickets, update their progress, and communicate with customers through the ticketing system.

     4. Utilizing Automations

     • Automated Assignments: Set up rules for automatic ticket assignments based on ticket categories, priorities, or other criteria.
     • Notifications: Configure automated notifications for ticket creation, status updates, and SLA breaches to keep customers and support staff informed.

     5. Reporting and Analytics

     • Generate Reports: Use the reporting features to generate reports on ticket volume, resolution times, customer satisfaction, and support team performance.
     • Analyze Data: Analyze the data to identify trends, areas for improvement, and to make data-driven decisions for enhancing customer service.

     6. Training and Support

     • Train Your Team: Provide training to your support team on using the new module effectively, including ticket management, communication, and use of the knowledge base.
     • Customer Support: Ensure that there is adequate support available for troubleshooting and resolving any issues with the module.

     Example Workflow

     1. Customer Submits a Request: A customer submits a service request via email or through the CRM’s contact form.
     2. Ticket Creation: The system automatically creates a ticket and assigns it to the appropriate support staff based on predefined rules.
     3. Ticket Assignment: The support staff receives a notification and starts working on the ticket. They update the ticket status and communicate with the customer as needed.
     4. Knowledge Base Search: The support staff may search the knowledge base for relevant articles to help resolve the issue.
     5. Resolution and Follow-Up: Once the issue is resolved, the ticket is closed, and the customer receives a resolution confirmation. Follow-up actions or feedback requests may be automated.
     6. Reporting: Generate reports on ticket resolution times, customer feedback, and team performance for review and improvement.

     Customization Tips

     • Custom Fields: Add custom fields to tickets to capture additional information specific to your business needs.
     • Integrations: Integrate the module with other tools and systems used by your organization for a seamless workflow.
     • Feedback Collection: Implement mechanisms for collecting customer feedback on the support experience to continually improve service quality.