Purpose: Personalise the contact details you want to be displayed on the customer contact pop-up for support. Additionally, set the access roles that get notified when a customer leaves a review.
Aftersales feedback is an excellent source for keeping your customers loyal and staying proactive. Follow up with your customers after completing a job to get instant customer feedback, monitor engineer performance and customer satisfaction.
Prerequisites
After sales care email and SMS template
After sales care defaults
Configure the portal
➡️ Profile icon > Settings > Self-service > After sales care portal settings > View
Communications
The portal can display a contact pop-up with ways they can reach out to you, using either the company details set on your account or specific contact details, eg. for a member of staff managing all service jobs.
Email address
- Don’t show email - No email address is shown
- Show company email - Display email address from Company details
- Enter email - Display any other email address, manually type in the field ‘New email’ now visible.
Phone number
- Don’t show phone - No phone number is shown
- Show company phone - Display phone number from Company details
- Enter phone - Display any other phone number, manually type in the field ‘New phone’ now
visible.
The remaining options allow for customising text displayed in the pop-up using free type fields.
- Contact support description
- Contact support title
- Contact support available timing
Turn off the contact pop-up by setting both the phone number and email address to 'Don't show'.
Notifications
Select the user access roles you want to receive an in-system notification when a service job is booked.
- Send notification to > Select desired roles
If you have Commusoft Sales, both JMS and Sales roles will be displayed in the list.
Email notifications
Similar to the in-system notification above, you can set up email notifications to trigger when a customer books a service job via the service reminder portal. This can be set to specific users, user access roles or an external email address.
- Selecting users or access roles:
- To > Select users or roles from drop down
- Using an email address(es):
- To > Type desired email address > Hit ' Return' key
- Email templates > Select email template from drop down.
Prerequisites for email notification
Create an email template to use for this notification.
Once you've set all your fields up, make sure to hit the save button before navigating away.