Customer Service

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Customer Service Configuration is a ready-made solution that offers a fundamental framework for establishing a customer support service to manage inquiries through multiple communication channels.

This solution provides various features, including a shared queue for requests, automatic task allocation, customizable workflows, and reporting tools. You can utilize it as it is, or tailor it to cater to your organization's unique requirements.

The configuration allows you to:

  • Receive customer requests through various communication channels (e.g., email, social media, instant messengers).
  • See all requests in a shared queue.
  • Respond to requests within Planfix (with clients receiving messages in the same channel from which they sent the request).
  • Use different options for distributing requests among employees (collaboration, first come-first served, distribution by order).
  • Involve colleagues or a supervisor in handling requests.
  • Monitor the workload of employees.
  • Organize a second level of support.
  • Create custom automation scripts and reports to meet specific needs.

First steps after installation

Instructions for working with the configuration

If the configuration does not work

If the procedure described in the Customer Service Configuration doesn't meet your needs, you have several options:

Additional information

To Go