The first step in mastering customer relationship management is organizing all your customer contact information in a way that makes sense. Once that’s in place, it gets way easier to keep track of all the conversations and to tap the list efficiently when there are marketing campaigns. The good news is that HappyFox does a splendid job organizing all your customers for you.
Contact information of the customers who reach out for support are automatically added to the list. If necessary, the option to manually add contacts to the list is available as well. From the HappyFox instance it’s not only possible for you manage individual clients better, but you can organize them in various groups too.
Creating Contact Groups
Contact Groups could come in extremely handy from simple list organization perspective to offering specialized support with experienced personnel. Creating a contact group is so simple. There are just two steps to it and one among them is as easy giving the group a name and an optional description. I told you, it cannot be any more easier!
After creating a group, click on Add new group member and a search field will show up. Search for the names you are looking for and add them all to a group. The good news is that HappyFox lets you add the same contact in multiple groups. Later, if you delete a contact from the group, only their membership from the group is delinked and their info will still be available in the contacts list.
To make things more interesting, HappyFox comes with a feature that permits select persons from a group access to the tickets created by other people from the same group. Let’s assume that there is an outage and your customers hosted at Amazon Web Services are unable to access their websites.Normally, all affected customers will end up sending one complaint each and the support queue gets flooded.
Thanks to the contact groups feature, once a customer creates the first ticket on this issue, others can see that the support team has already been notified. As soon as the support team replies back with a solution, all logged in members of the group who haven’t created tickets on their own have access to the resolution too. Saves everybody a lot of time, doesn’t it?
Just hover over a name and click on the toggle access link to allow or revoke access to tickets created by other group members.
Do you allow customers access tickets created by others from the same group? Let us know your thoughts in the comments section!