- Email Piping: Email piping is a functionality within the CRM support system module that allows the system to receive and manage customer emails directly within the CRM interface. Here's how it works:
a. Integration: CRM systems can be integrated with email servers or platforms, enabling seamless communication between the CRM and the company's email system. This integration ensures that customer emails are automatically routed to the CRM, eliminating the need for manual forwarding or copying.
b. Email Capture: When an email is received, the CRM support system module captures the email and creates a corresponding ticket or case within the CRM. The email content, sender details, attachments, and other relevant information are extracted and associated with the ticket.
c. Ticket Assignment: The CRM system assigns the ticket to the appropriate support agent or department based on predefined rules or manual assignment. This ensures that customer inquiries are directed to the right person or team for timely and accurate resolution.
d. Email Response: Support agents can respond to customer emails directly within the CRM interface. The CRM system may provide email templates, predefined responses, or knowledge base integration to facilitate efficient and consistent communication.
e. Email Tracking: The Pixie CRM system tracks email correspondence, capturing replies, forwards, and other interactions related to the ticket. This ensures a comprehensive and up-to-date view of the customer's support history and enables agents to provide contextually relevant responses.
- Email Importing: Email importing is another valuable functionality within the CRM support system module that allows businesses to import existing emails into the CRM for centralized management. Here's how it works:
a. Data Extraction: CRM systems provide tools to import emails from various sources, such as individual mailboxes, shared inboxes, or specific folders. The system extracts email data, including subject lines, sender information, timestamps, and email content.
b. Mapping and Categorization: During the import process, the CRM system maps the extracted email data to relevant CRM fields and categories. For example, it may assign emails to specific customers, cases, or accounts based on sender information or keywords.
c. Attachment Handling: The CRM system can handle email attachments during the import process. It may store attachments within the CRM, link them to corresponding cases, or provide options to download or view attachments directly from the CRM interface.
d. Search and Retrieval: Once imported, the CRM system enables users to search and retrieve imported emails based on various criteria, such as sender, recipient, subject, or content keywords. This ensures easy access to historical email conversations for reference or follow-up purposes.
e. Integration with Tickets: Imported emails can be seamlessly linked to existing tickets or used to generate new tickets within the CRM. This integration allows support agents to have a consolidated view of customer interactions, including both imported emails and emails received via email piping.
- Ticket Generation: Ticket generation is a core feature of the CRM support system module that facilitates the organization and tracking of customer support requests. Here's how it works:
a. Customer Interaction: When a customer initiates contact through various channels such as email, phone, or web forms, the CRM system captures the details of the interaction and generates a ticket. This ticket serves as a record of the customer's support request.
b. Ticket Attributes: CRM systems enable the customization of ticket attributes to capture relevant information. This may include the customer's name, contact details, priority level, description of the issue, associated products or services, and other relevant data.
c. Ticket Assignment: Once generated, the CRM system assigns the ticket to the appropriate support agent or department. This assignment can be based on predefined rules, skill-based routing, workload balancing, or manual assignment.
d. Ticket Tracking: The CRM system tracks the progress and status of each ticket throughout its lifecycle. Support agents can update ticket details, record actions taken, add internal notes, and attach relevant files. This enables comprehensive tracking and transparency across the support team.
e. SLA Management: CRM systems often incorporate Service Level Agreement (SLA) management features to ensure timely resolution of customer support requests. SLAs define response and resolution times based on ticket priority levels, helping support agents prioritize and meet customer expectations.
f. Collaboration and Escalation: The CRM support system module facilitates collaboration among support team members. Support agents can communicate, share insights, and seek assistance through internal comments, ticket assignments, or knowledge base integration. In cases where tickets require escalation, the CRM system enables smooth handoffs and tracks the escalation process.
g. Reporting and Analytics: CRM systems provide reporting and analytics capabilities to gain insights into support team performance, customer satisfaction levels, ticket resolution times, and other key metrics. These insights help businesses identify areas for improvement, allocate resources effectively, and enhance the overall support experience.