💡 Why Use the Customer After-Sales Service Management template?

The 'Customer After-Sales Service Management' template offers you a comprehensive solution that integrates customer ticket tracking, ticket assignment, ticket timeout reminders, and customer information management. The main advantages of this template are:

• You can share the ticket form link or QR code with customers, or embed it on your own website. When a customer submits a ticket, the automated ticket assignment feature will automatically assign a follow-up person, reducing manual operations, lowering costs, and increasing service processing speed.
• When a ticket is nearing the processing deadline, the automation will send reminders to ensure that customer issues are responded to and resolved promptly, thereby enhancing customer satisfaction.

For employees, the automated and personalized workstation functions help manage their tasks and responsibilities more efficiently, speeding up service processing. For businesses, choosing the 'Customer After-Sales Service Management' template can help your company manage customer service processes more professionally and efficiently, ensuring customers receive an exceptional service experience.

👉 How the Template Works?

The template includes the following modules:

• Automation:
  • Automatic Assignment of Service Ticket Handlers: Upon the creation of a new service ticket, our system seamlessly assigns it to the designated handler in accordance with the predefined on-call rotation. This ensures that every ticket is promptly addressed by the appropriate specialist without any delay.
  • Service Ticket Timeout Reminder: Bika automatically sends a summary of overdue after-sales Service Tickets to the Slack channel for reminders every day at 9:00 AM sharp. This proactive reminder keeps the team informed and ensures that no service ticket slips through the cracks, maintaining our commitment to timely customer support.
• Personal Workstation: Manage personal work tasks, cases, reports, and other information. Employees can quickly find the entry point to handle tasks in the files they use.
• Backend Management: It includes three tables: After-sales Service, Customer Information, and After-sales Duty Personnel, where you can modify the data according to your needs.

🎯 Steps to Use the Template

1. Install the Template

Install this template in your Bika workspace.

2. Add After-sales On-call Staff

Go to the "After-sales Duty Personnel" list and add the members responsible for following up on cases, so that the automation process can achieve rotating assignment of handlers.

3. Complete the Automation Task Configuration

1. Edit the "Automatic Assignment of Service Ticket Handlers" Automation

   • Go to the "Automatic Assignment of Service Ticket Handlers" editing interface and click the "Enable" button to activate the automation tasks.

   

   • Submit a new case on the Personal Workstation - After-sales Service Ticket Entry form.

     Alternatively, you can share the work order form link or QR code with customers, or even embed it into your own website. This way, customers can submit work orders on their own in a timely manner, eliminating the need for your company to assign a dedicated staff member for data entry, thereby significantly reducing labor and time costs.

   

   • The After-sales handler fields will be automatically assigned and the hander will receive a misson at meanwhile.

   

2. Edit the "Service Ticket Timeout Reminder" Automation:

   • Go to the "Service Ticket Timeout Reminder" editing interface.
   • Configure the Slack Channel's webhook URL: In the "Send Message to Slack Channel" executor, configure the webhook URL.

   

   

   • Click the "Enable" button to activate the automation tasks and click the "Run now" buttom and observe the notification pushed to Slack.

   

   

Tips: For details on how to get the Slack Channel's webhook URL, please refer to the official documentation.

👉 Suitable Users

1. Customer Service Department Personnel: Customer service representatives, account managers, etc., for daily Customer After-Sales Service Management.
2. Operations and Management Personnel: Department managers, customer service managers, etc., for monitoring service quality and developing optimization strategies.
3. Senior Management: General managers, customer relationship managers, etc., for viewing key business data and supporting decision-making.