Messaging Your Client through Your Service Plan
Having superb communication with your client leads to a superior client experience. Your most essential tool is communicating with your client through your Service Plan. I’m going to show you how you can use your Collaboration Console to achieve this.
Logging in as the Agent
I am now logged in as an agent and I’m going to open the Collaboration Console. Over here, I see I have a new lead and I would like to open communication and discuss a couple of items from within our Service Plan that we share. I’m going to open the plan that I have with this specific client and over here I can see that I have a couple of panels.
I’m going to “unhide” one of the panels and I’m going to add a couple of comments. As you can see, I added a new comment with the date and time stamp. I’m going to add a couple of more comments on the items below.
I added three comments and as you can see there is now a counter on each panel. Right now I would like my client to add a couple of answers in this place and I would like to have those answers within the Plan. Maybe in the future, I’m going to want to go back to those responses where we just created a thread.
What the Client sees from their Agent
In a different view for instance, I show the exact HomeToHome view as the client.I’m just going to open the HomeToHome Collaboration Console now. I’m going to see that the Message Counter wasn’t yet incremented. This is where I’m going to refresh the page. This may take a few seconds. Right now my Collaboration Console is loading and I’m now going to open it. As you can see over here (“Unread Message”), I have one unread message.
If I had had multiple HomeToHome entries within my dashboard, if I were to select the “Unread Messages” say, only the HomeToHomes with unread messages would have been displayed.
I already have the plan open and as you can see all of the panels that contain your messages have the mail icon displayed in front of them. also on the right side I can see the counter have the unread messages within.
I’m going to open a panel and items below all the way down to the comment itself. You’re going to follow the small icon so is easy for you to know where the unread message is.
Within the plan you have new messages. When I click on them, they will no longer be displayed as a new message.
If you would like to reply to this you can easily just click on ADD COMMENT. I added a comment maybe I made a mistake. I will be able to edit the comment because I don’t want to have It to say “Next Monday”. So now I’m going to edit this comment..
Also, I’m going to open the other items and I’m going to be able to see them over here. If I know I have to answer this one but I don’t have an answer yet I’m not going to click on it so I will still have a new message icon. As you can see that the message was read the icon disappeared. I’m going to just click on this one and reply can leave the other one still unread.
I’m going to return to the Agent’s View and I’m going to refresh the page so that I can bring on the new messages. In actual practice, you would be able to see messages update periodically,. Since we’re adding messages on the fly, we are pushing updates into our console sooner by refreshing the page.
As you can see, I have one client with new messages within the dashboard. I’m only going to the new comments. I’m going to click on the “Open Plan” button to make sure that I’m on the correct plan. Once again the small mail icon is displayed in front of the panel That contains new messages.
I have now marked both new messages as read now. But I’m still going to see the counter for the panel holding these messages is showing 3 messages. The envelope icons are gone, but the message count will only update afterwards.
Okay, I’m going to come back here and I’m going to add an extra message since I’m thinking that this client hasn’t seen my comments from above. I’m going to add a kind reminder – there – my message was added.
Now once again, I’m returning to the client console page and I’m going to do the same. I’m going to refresh it just to make sure that I bring on all the new messages.
Okay now I’m reopening the Client’s Collaboration Console. As you can see I once again, the counter has already been incremented to four. I’m going to have them displayed and this time, I have two messages. I’m going to answer these. I’m going to enter messages and click outside the message to send.
As you can see the timestamp is going to be very easy to let you know when the conversation happened. Also having the full thread over here will help you to insure you have not missed any information. All messages kept together in a private two-way conversation between Client and Agent.
Your Client’s Service Plan
Over in the table, I will show only one entry for the home the home that I’ve created. Click “Open Plan” to view the selected client’s HomeToHome below the plan.
I’m going to go back to the Agent’s Console so you can see the Client’s responses. I’m going to refresh so that I can view all the new messages from my client. It may take a few seconds.
As you can see I already have the new message icons displayed here. You’re going to be able to open new messages by just clicking on the ADD comment. So if you would like to answer this one you can just click on this.
If you would like to answer this one we’re just going to click on this.
You can see that the timestamp will help you with the information. For example, if the client forgot to comment underneath your comment, you going to be able to see it since it has a different time. So this client comment was 2 minutes earlier than this one. You’ll be able to understand the context better.
Your New Bulletin Board
In our new version, you have a Bulletin Board at the top of your Service Plan. Keep all of your general communique conveniently under one panel. Context-sensitive messages are placed below in the plan.