Desk Astuce #7 : Ajouter les clients au centre d'aide
Bonjour à tous,
Bien que vos clients puissent soumettre leurs tickets par différents canaux, ils ne peuvent suivre leur statut que lorsqu'ils ont accès à votre centre d'aide. L'avantage de cette fonction est qu'elle permet aux clients d'être informé de l'état de leur demande pour éviter trop d'interactions et gagner en efficacité.
Et pour ajouter vos clients à votre centre d'aide, il existe deux moyens :
- Auto-inscription des clients
- Invitation des clients, par les agents, à partir du module Contacts
Alors que l'auto-inscription des clients est une fonctionnalité qui doit être activée par votre gestionnaire de support. Vous avez deux options pour inviter vos contacts dans votre Centre d'aide :
- Vous pouvez envoyer une invitation groupée à tous les contacts
- Vous pouvez sélectionner les contacts individuellement
Pour inviter un contact individuellement :
- Cliquez sur le module Clients.
- Dans le module Contacts, ouvrez un contact pour afficher ses détails.
- Cliquez sur l'icône Autres actions dans le volet supérieur.
- Cliquez sur Ajouter comme utilisateur final dans le menu.
- Sélectionnez le Centre d'aide auquel vous voulez ajouter le contact.
- Cliquez sur Continuer dans la boîte de dialogue, pour inviter le contact.
Pour inviter des contacts en groupe :
- Cliquez sur le module Clients.
- Sélectionnez une vue de liste de contacts dans le panneau de gauche.
- Sélectionnez les contacts que vous souhaitez inviter.
- Cliquez sur Ajouter comme utilisateur(s) final(s) dans la liste des actions de masse.
- Sélectionnez le centre d'assistance (uniquement si vous avez des centres d'assistance de marque) auquel vous souhaitez ajouter les contacts.
- Cliquez sur Continuer dans la boîte de dialogue, pour inviter les contacts.
Bon à savoir : pour ajouter un utilisateur au centre d'aide vous devez avoir son adresse mail.
Bonne journée,
L'équipe Zoho France
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