Hi,
We are looking for a better way to track and handle customer service issues in M.O.M. Right now a CSR puts an order on hold and then takes care of the issue as promptly as possible.
There are a few issues doing that though. First off, other CSR's can not access the order while it is on hold. Another issue is being able to follow up after the order is released or if an order is accidentally released then the issues can remain open.
We were thinking of using the telemarketing module to handle them but are still trying to iron out the procedure.
How are others handling and tracking customer issues?
Thanks
Eric
Tracking Customer Service Issues
Started by jwurunner, Jun 20 2005 06:51 PM
1 reply to this topic
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Posted 19 October 2005 - 08:30 AM
Hi,
We are looking for a better way to track and handle customer service issues in M.O.M. Right now a CSR puts an order on hold and then takes care of the issue as promptly as possible.
There are a few issues doing that though. First off, other CSR's can not access the order while it is on hold. Another issue is being able to follow up after the order is released or if an order is accidentally released then the issues can remain open.
We were thinking of using the telemarketing module to handle them but are still trying to iron out the procedure.
How are others handling and tracking customer issues?
Thanks
Eric
That is exactly what you should use, Telemarketing Module (TMM). You can manage inbound and outbound calls, schedule calls, and it can be used in conjunction with List Management Module (LMM).
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