Contextual information

Features

Guest information

Social media does not provide identification details for account that have interacted your page. It is up to the user to input general information for future referencing purpose

Guest's default information

Adding guest's information

Resolution history

Resolution history allow a page owner know what action has been perform on the guest account in chronological order

• Opened by Demo Account: This comment was viewed by an agent using the account with the name 'Demo Account'

• Blocked by Demo Account: This comment is being process by the agent with the 'Demo Account'

• Updated Guest Information by Demo Account: This guest information was updated by the agent with the 'Demo account'

• Unblocked by Demo Account: This comment has been processed and is avaiable for another agent to open/process

Make order

Prerequisite: Centralised POS platform and Social CRM platform has been integrated into Centralised Distribution platform & Centralised POS product has been synced to Centralsied Distribution

Step 1: Click the make order button (cart symbol)

Step 2: Search for product name or filter products by categories or branch to find the correct product

Step 3: Click the product and select the quantity that the customer want to purchase and click Checkout

Step 4: Continue inputting all the information for the customer (reciever) of the product and click check out

You can select to delivery your customer's order by yourself

Or you can opt in for the customer's order being deliveried by a delivery partner

System will inform you about the successful process and the order is now pending to be handled by the staff at Centralised Distribution system

Email to the receiver has also been send to ensure that they will get the confirmation too

Confirmation order email

Delivered order email

Search order

You can search an order that has been made by this customer or any other customer by clicking on the search order button

Search order function allow you to:

• Filter out orders that were processed during a specific period of time

• You can search for an order using order ID or customer phone number

Click on an order to check its details

Search customer

You can search for a guest that has made a purchase by clicking on the search customer button

Search customer function allow you to:

• Filter out guest that has made a purchase during a specific period of time

• You can search for a customer using name customer phone number

Click on a customer card to check the customer details

Seach discount

This allow you to provide the customer with the discount information if there is any promotion/discount program running currently

These discounts are internally provided or created by Social CRM service. If you are working with other promotion program with other partners, those promotion will not be displayed here

More on how to manage Social CRM discount:

Discount

Tagging

You can utilise tagging to help with conversation classification data analysis

Click the Edit button (pen icon) to start adding tag to your conversation

More on how to manage Social CRM tags:

Tagging management

Response template

This section allow you to pick a premade response template to reply to your guest if it fits the scenario that the response templates serves. Simply select the template of your choice and it will be automatically input into the chat box, you can now modify or send it to customer immediately without any modification.

More on how to manage Social CRM response template:

Response Template

Note

You can add note to a specific conversation with your guest for future refference