Customer s are stored in waiting queues. In order to see s go to the working area to Workplace and to Queues.

Transcription

1 1.1 Working on s by picking them from the queue Customer s are stored in waiting queues. In order to see s go to the working area to Workplace and to Queues. You see one or even more queues that refer to different country names. In order to see the s for a country / to work on the s for a country choose the name in the dropdown. You can switch from country to country. Open an by a single click on the subject OR by a double-click on the dedicated row. RANGO trainings document Handling V3 Page 1 von 9

2 1.2 Allocate the / Work on an The that you have chosen needs to be allocated to an agent (this is also the case if you are the agent who wants to work on the > you will have to allocate the to yourself). Open the you want to work on / you want to allocate to an agent. Select the in the list and click on the button Work on in order to allocate the to an agent. Important: As soon as the has been allocated to an agent the will disappear from the queue! It is important that the is opened first and needs to remain open when you click on the button Work on. 1.3 Identify the customer In case the customer is being recognized by the RANGO database according to his address the system inserts the right customer contact automatically into the mask. In case the sender of the is not known in the RANGO database you see a red question mark and the sender s address is highlighted in red typo. RANGO trainings document Handling V3 Page 2 von 9

3 Usually the customer uses the contact form on the Gigaset webpage in order to contact Customer Service by . There are mandatory fields in the contact form that the customer needs to fill in. This data (entered by the customer himself) will appear in the search mask automatically. Mandatory: Use the search functionality in order to check if the customer is already in the database and just the address is missing! If this is not being done a lot of double entries will be created in the RANGO database which will make it complicate later on to work on a request. How to do the search: In order to search the customer in the Contacts delete the address from the mask by using Strg+X and click on search. Check in the list of results if the customer data record is found. a.) Data record found: If you are sure that the sender of the and the customer found in the database are identical add the address to this data record by Strg+V. You can add/amend further address details if required. b.) No data record found: If you did not find a data record that fits to the sender choose the button New contact in order to create a new contact. In order to contact Customer Service by the customer usually uses the contact form on the Gigaset webpage. There are mandatory fields in the contact form that the customer needs to fill in. This data (entered by the customer himself) will appear in the New Contact mask automatically (and can be amended here if necessary). RANGO trainings document Handling V3 Page 3 von 9

4 Important: Add the address that you have deleted before by Strg+X from the mask and add it to this new contact by Strg+V. Save the new contact by clicking on Save and Close. The contact is now shown in the as known contact. Your status in this process of handling: Steps are finished: You have allocated the to an agent. You have identified an existing customer or have created a new contact. You have allocated the to this contact. The next steps describe how to work on this . RANGO trainings document Handling V3 Page 4 von 9

5 1.4 Create a case for this Important: You need to create a case in order to be able to work on the / to answer the . Go to button to case. Two dialogue windows will pop-up. Confirm both by clicking on OK. RANGO trainings document Handling V3 Page 5 von 9

6 You have now created a case for this . As a final step check if the setting Case Origin is set on . In case that not, change it actively to . RANGO trainings document Handling V3 Page 6 von 9

7 1.5 Create a new case position Click on Save and new caseposition. In the next step you have to enter an advisory service in the same way you do this in case of a call. Finally close the advisory service by Save & Close. 1.6 Answer an from an existing case In order to answer the , open the customer again directly from the existing case. In the case window go to Activities and open the again by clicking once on the subject of the . RANGO trainings document Handling V3 Page 7 von 9

8 Click on Reply in order to answer the . Insert your answer at the top of the message. Your answer can be an individual/self-written text or you choose the button insert template in order to choose from standardized text modules, signatures etc. RANGO trainings document Handling V3 Page 8 von 9

9 Send your message by clicking on Send. Close the tab/ window with the by STRG+W or by clicking on the X. 1.7 Close the case In case that the request is solved / finished now you can close it. Go to the tab case and click on the button Close case. Click on the refresh button in order to update the queue. Pick up the next in order to work on it. RANGO trainings document Handling V3 Page 9 von 9