Engage121CustomerCare

Customer Care: Table of Contents

Content

Case Creation

Case Management

Case Reporting

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Customer Care: Content 1The Broadest Range of Content Engage121 aggregates content from all channels where your customers are speaking, including:

- social platforms, - blogs, - RSS feeds, - over forty rating and review sites, - email and - cutting-edge FANlets, positioned where your customers are

most likely to provide the feedback you require. All delivering one of the most comprehensive socially powered Customer Care capabilities available today.

Customer Care: Case Creation 2The Engage121 Case Creation feature gives you the ability to capture customer concerns in real-time, allowing you to provide immediate response service.

Customer Care: Case Creation 2

Once you’ve identified a post you would like to follow up on, create a case by clicking the Cases button. Assigning a case can generate an email alert and will add a task to the user’s Planner.

Cases can be used to assign responses to other co-workers, keep track of responses to specific cases over time, and to make sure problems are resolved.

Customer Care: Case Creation 2Email a case to a colleague.Email includes case history and option to add attachments.

Responses are automatically attached to the case.

Customer Care: Case Creation 2Custom Fields now appear when you click the yellow arrows in the case details section.

Add custom case fields.

Customer Care: Case Management 3Case Details keep track of the case subject, customer information, priority, current case status (including custom statuses), and who the case is assigned to.

Respond looks at past responses, notes on the case, and the original case post.

Reporting analyzes your response time and results.

My Cases is a queue of all current and past cases. Pull up cases by clicking on the blue eye or case name. If the eye is red that means there is new activity on the case that has not been viewed.

Engage121 provides a dedicated Customer Care dashboard that enables comprehensive case management across time zones and product teams responsible for varying levels of Customer Care within your organization.

Customer Care: Case Management 3Auto-created cases from email addressesConnect a support email account through IMAP and have Engage121 automatically create a case from any incoming email.

Export your cases.

Customer Care: Case Management 3

All changes made to a case are logged in case history. Status/assignment changes, etc. You can also receive notifications when there is new activity on a case.

Customer Care: Case Management 3Engage directly through the case management window; so communication can occur in-stream.

Customer Care: Case Management

Case list filtering options: – All/Mine, Open/Closed, Tags, Assigned to, Company, Priority, Status, Keywords, Origin.

You may Save the filter by naming it in Save Filter.

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Customer Care: Case Management 3

Create and manage your custom defined fields and statuses here.

Admin users only.

Custom Fields managed in Account Tab > Profile

Customer Care: Case Management

Access your cases anytime, from anywhere in Engage121 by clicking the cases icon in the upper right.

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Customer Care: Case Reporting 4

Some details include the ability to show the results of case outcomes and response timing… giving users the information they need to improve performance and report back to management.

Engage121 makes it possible to review and assess your social customer service efforts, both on a user basis and in the aggregate.