Interactions

It is provided by two-way interactions that companies establish relations with customers for reasons such as obtaining customer information and meeting customer requests and expectations.

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

In Workcube, interactions 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, process definition-authorization is done on Dashboard > 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, it should be defined. Authorizations are given by adding users to stages.

Warning: When adding processes, 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 according to website, phone, event, or product-service groups. Interaction Categories are defined from Dashboard > System > Parameters page under the Call Center section under the CRM.

Add Interaction and Interaction Detail

Route: Sales Opportunities > Interactions

You can search on the Interactions page and enter the requests you have received over the phone as a new interaction on yourself instead of "Customers" by clicking the "+" icon.

It is possible to automatically record customer interactions through the sites that work with Workcube site management.

Just below the detail page, there is a forum area where the user can reply. You can make feedbacks from here, you can also create automatic replies for these returns from the Dashboard > System > General Settings > Document-Form Templates page.

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

Opportunity, application, or job related to the request from the interaction detail can be added. The time spent interacting with the customer or supplier through any communication channel is entered. Thus, how much time the call center team spends on which type of interaction and employee performance results can be obtained.

Similar Applications: If a similar application has been received from the same customer, it will be listed in this field, so how many times it has been received from the same request or previous returns can be examined.

Related TPD: Tasks/Assignments opened related to incoming interaction is followed under TPD.

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

At the same time, you can share these added documents by publishing them with your Dealers or Customers over B2B/B2C.

Note: You can make the following settings with the help of Dashboard > System > Page Settings > XML Settings;

1 - Find the E-Mail information of the sender in the mail?

If Yes is selected, it allows the e-mail address of the sender to appear in the sent e-mail.

2 - Activate the Send Mail Button?

If Yes is selected, the "Update and Send Mail" option appears on the page.

3 - Show the Interaction Number in the Mail

If Yes is selected, the interaction number will appear in the e-mail.

Detailed reports on interaction Report > Standard Reports > Interaction Content Report,

You can view detailed reports on Time Spending via Report > Standard Reports > Time Spending Report.