1. Customer Service Email Account Configuration
Administrators can complete the configuration of adding, modifying, and deleting customer service mailboxes through the following simple steps; the key capabilities are as follows:
-Support users to set multiple mailboxes to deal with complex business scenarios such as pre-sales\after-sales, or multiple product lines;
-Support users to bind all mailboxes that support standard IMAP protocol or POP protocol, with strong versatility;
-Supports intelligent binding of mailboxes, administrators only need to fill in simple information to complete the binding process.
New email accounts are shown in the figure below, you can query all email account administrators in the list and complete the configuration of adding, modifying, and deleting customer service emails through the following simple steps;
The key capabilities are as follows:
-Support users to set multiple mailboxes to deal with complex business scenarios such as pre-sales\after-sales, or multiple product lines;
-Support users to bind all mailboxes that support standard IMAP protocol or POP protocol, with strong versatility;
-Supports intelligent binding of mailboxes, administrators only need to fill in simple information to complete the binding process. Add new email accounts as shown in the figure below, you can query all email accounts in the list.
Add Email Account-1
Add Email Account-2
In most cases, you only need to enter the email account and password to complete the binding. In a small number of cases, you may also enter an advanced configuration page as shown below, and you need to fill in a lot of server parameters. At this time, it is best to consult your IT administrator for how to fill in, usually there are teaching methods in the official help documents of the email service provider.
Configure Mailbox
2. Customer Service Email Distribution Rules
The administrator can complete the flow of information between customer service personnel after receiving user emails through the following simple steps. The key capabilities are as follows:
- A single mail distribution rule can flexibly select applicable (one or more) customer service email accounts to cope with the ability to provide customer service in complex business scenarios;
- A single email distribution rule can flexibly select the applicable (one or more) customer service groups, and the mapping relationship configuration between the email account and the corresponding customer service group can be completed through a simple selection operation;
- Support setting access conditions for customer mailboxes, the system can automatically assign session information to different mailboxes and service personnel for processing according to different types of email clients;
- Support rich session allocation rule types:
- Load distribution: priority is assigned to the customer service personnel with the least number of sessions;
- Circular distribution: among all the customer service personnel included in the selected customer service group, they are allocated in turn in sequence;
- Idle rate allocation: priority is allocated to the customer service staff with the least number of sessions accessed that day;
- Assignment by the person in charge of the customer: the email sent by the user can be pushed to the person in charge of the corresponding customer service; the prerequisite is that the person in charge needs to be in the customer service group;
- Assignment by the person in charge of the contact: the email sent by the user can be pushed to the person in charge of the corresponding contact; the prerequisite is that the person in charge needs to be in the customer service group;
- In the distribution mode of non-designated customers\contact persons in charge, it supports the priority distribution of the last customer service to ensure a high level of user experience.
Note: After completing the above configuration, the customer service mailbox will be displayed on the customer service workbench. the
3. Customer Service Email Settings
The administrator can complete the subject and footer configuration of the reply mailbox through simple steps, and the customer service staff do not need to edit relevant information every time when sending an email, which improves the work efficiency of the customer service staff while ensuring a unified standard for enterprise email replies and shaping the professional image of the enterprise .
Customer Service Email Settings
4. Workbench Expansion Information
Support administrators to customize the extended information of the workbench, such as visitors and their associated work orders, orders and other information. The configured information will be automatically displayed on the sidebar of the workbench according to the matching results of the system, helping customer service staff quickly view user information and improve service levels and account satisfaction.
Workbench Expansion Information
5. Examples of Page Effects Processed by Customer Service Staff
