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Companies interact with customers to obtain customer information, meet customer requests and expectations, etc. Establishing relationships for reasons is achieved through two-way interactions.

Customers can be contacted via telephone, call centers, direct marketing, internet, and dealer portal sites.

Interactions in Workcube can be used with the interaction business object. Process definition-authorization, parametric definitions and data entries are required for the use of the business object.

If not available, process definition-authorization is made from the Control Panel > BPM > Processes > Interaction page. All standard processes have been defined in Workcube. If there are stages other than registration in the process to be used, they should be defined. Authorizations are given by adding users to stages.

Attention: When adding a process, make your Related Company definitions and fuseaction definitions. Otherwise, it will appear unauthorized to the relevant process.

Interaction Categories

Categories can be defined according to the types of communication established with the customer. Categories can be created based on website, telephone, event or product-service groups. Interaction Categories definitions are made under the Call Center heading under the CRM heading on the Control Panel > System > Parameters page.

Adding Interaction and Interaction Detail

Path: CRM > Sales and Marketing > Sales Opportunities > Interactions

You can search the Interactions page and view the requests you have received over the phone. Instead of your customers, you can enter it as a new interaction by clicking on the "+" icon.

Customer interactions can be recorded automatically through sites working with Workcube site management.

Just below the detail page, there is a forum area where the user can reply. You can make feedback from here, and you can also create automatic responses for these responses from the Control Panel > System > General Settings > Document-Form Templates page.

Responses to incoming customer requests can also be answered via e-mail via Workcube.

The opportunity, application or job related to the request from the interaction detail can be added. The time spent in interaction with the customer or supplier through any communication channel is entered. In this way, how much time the call center team spends on which types of interactions and employee performance results can be obtained.

Similar Applications: If similar applications have been received from the same Customer, they are listed in this field, so that the number of times the same request has been received or the previous responses can be examined.

Related Action: The jobs opened regarding the incoming interaction are under actions.

Documents: Requests created by the customer can be sent with images. These images can be viewed both from the interaction detail and from the Digital Archive.

At the same time, you can share these added documents with your Dealers or Customers via B2B/B2C. You can make the following settings using the Control Panel > System > Page Settings > If selected, it will make the sender e-mail address appear in the sent e-mail.

2 - Should the Send Mail Button be Active?

If Yes is selected, the "Update and Send E-mail" option will appear on the page.

3 - Show Interaction Number in the Mail

If Yes is selected, the interaction number will be visible in the email.

Detailed reports about the Interaction Report > Standard Reports > Interaction Content Report,

Detailed reports about Time Expenditures You can review it via Report > Standard Reports > Time Expenditure Report.

Interactions Job Functions and Implementation Steps

Bu ekranı %100 kullanmak için aşağıdaki implementasyon adımlarının tanımlanması ve set edilmesi gereklidir.

Add Communication Method / settings.form_add_com_method Param Wiki

Bir kişi ya da firma ile hangi kanal üzerinden haberleşildiği ya da geldiğinin tanımları yapılır.

Add Interaction Category / settings.form_add_interaction_cats Param Wiki

Gelen etkileşim taleplerini ne hakkında olduğunu belirleyerek sınıflandırma yapmak için kullanılır.

Add Special Definition / settings.setup_special_definition Param Wiki

Tip alanından seçim yapılarak çeşitli sayfalara işleyişe özel parametrik tanımların yapılmasını sağlar.

Add Interaction,Page Designer / call.helpdesk Page Designer Wiki

Etkileşimler müşterilerle yapılan tüm iletişimleri (e-posta, telefon görüşmeleri, toplantılar vb.) kaydetmenizi sağlar. Satış fırsatları özelinde etkileşimler, potansiyel müşterilerle yapılan görüşmeleri, teklifleri, demo taleplerini ve diğer tüm iletişimleri takip etmenize olanak tanır. Bu sayede, satış sürecindeki tüm adımları izleyebilir, müşteri ilişkilerinizi yönetebilir ve satış performansınızı artırabilirsiniz.

Add Interaction,Page Settings / call.helpdesk Xml Setup Wiki

Process Design,Interaction / process.list_process Process Stage Wiki

İş süreçlerinin tasarım ve akışlarını oluşturur.

Document-Form Templates,Interaction / settings.form_add_template Output Template Wiki

Belge şablonları bilgi kayıt, ekleme, cevap ve takip notlarının hızlı, kolay ve standart kalitede girilmesini sağlamak amacıyla kullanılır.

Total 7 Register

XML Settings

XML Settings define page-specific operating rules. It is set in the XML section under Page Settings on each page.

x_show_authorized_stage Filtrede ve Listede Sadece Yetkili Olunan Süreçler Gelsin

Evet seçilirse süreçler filtresinde ve listelemede yalnızca kişinin yetkili olduğu süreçteki etkileşimler görüntülenir.

Evet = 1 Hayır = 0

Seçim

x_control_ims Şirket Akış Parametresindeki Satış Bölgelerine Göre Müşteri Erişim Kontrolü Yapılsın mı Seçeneği Etkileşim Listeleme İçin de Çalışsın mı?

Evet = 1 Hayır = 0

Seçim

Total 2 Register

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About Workcube Objects

Interactions

Interactions allow you to record all communications with customers (email, phone calls, meetings, etc.). Interactions specific to sales opportunities allow you to track conversations with potential customers, offers, demo requests and all other communications. In this way, you can monitor all steps ...

Type: WBO Version: Catalyst v5 Licence: Standard Author: Workcube Core