With the CRM (Customer Relationship Manager), customers can submit "tickets" to you about an order or ask a question about your products before they order. The CRM tool allows you to set up an email box, connect the CRM to this email box and it will create "CRM tickets" based on the emails that it finds inside the email box you set up.
Why would you want to use the CRM (ticketing system)?
For example, if you want to use an email address like firstname.lastname@example.org and give that email address out to customers, you can configure the CRM to check this POP3 account and it will routinely connect to the email box, scan the emails it finds and create/update CRM tickets in your system. This is also an excellent way to "share" your customer communication. If email@example.com typically goes to 1 persons Outlook email account on their computer and they go on vacation for a few weeks, how would anyone respond to customer support requests if those emails are going directly to someone out of the office?
note: Before moving to the next step, we HIGHLY recommend utilizing a Google Workspace (Gsuite) account. Using our CC Tasks plan we can directly assist with the duration of this setup process.
To enable the CRM, follow these steps:
- Go to Customers → Settings (CRM) at the bottom of the navigation menu.
- Ensure that the CRM System is On and configure the settings (optional) on this page and click Save.
- Go to Customers → Customer Relationship Manager
- This will show you the list of your CRM Tickets.
- From the drop-down, choose Select Action → Create New Ticket to see what a CRM ticket looks like.
Using the CRM POP3 Feature
- Go to Customers → Customer Support Settings → (POP3)
- Click Add New Pop3 Setting to create an email box for the CRM to check.
**This is a necessary step as it tells the CRM which email accounts you want it to check and what the login info is**
- We automatically check the POP3 account email boxes for you about every 15 minutes. However, if you want to check this POP3 Account manually, you can go to Customers > Customer Relationship Manager. From the drop-down, choose Select Action > Manually Check Pop3
Using the CRM Predefined Reply
- Go to Customers → Manage Predefined Reply
- Click Add New Predefined Reply or Edit an existing reply.
- These predefined replies help you from manually typing out repetitive questions to each customer.
For example, If you often get a customer questions like "How much is shipping to a specific state or zip code", you can have a pre-defined reply that answers their question and you can "reply" to the ticket and send them information about how your shipping costs work. Instead of typing the answer manually each time,
- You can choose the Predefined Reply and the *content* of your Predefined Reply is added to your comments automatically.
Manage CRM Departments
- Go to Customers → Manage Departments
- Click Add New Departments or Edit an existing department.
- You may want a department for Warehouse, Sales, Customer Service if that is how your company is structured.
- These departments help your company manage their workflow and you can assign CRM tickets to different to departments to pass a CRM ticket from one department to another (internally -- inside your company).
Manage CRM Signatures
- Go to Customers → Manage Signatures
- Click Add New Signature or Edit an existing Signature.
- Signatures are the same as you would expect for an email signature, they save time by allowing you to choose a Signature when responding to CRM tickets, instead of always typing out "Thanks for contacting My Company. 555-555-1234" (or something similar).