Perfex CRM Chat & Tickets App for Support Board

Introduction to Perfex CRM Chat & Tickets App for Support Board

Perfex CRM is a powerful customer relationship management (CRM) platform designed to help businesses manage their interactions with customers and potential customers. One of the key features of Perfex CRM is the Chat & Tickets App for Support Board, which allows your organization to provide exceptional customer support through multiple channels, including live chat, email, and phone. This app is designed to help your support team manage and respond to customer inquiries in a timely and efficient manner, ensuring that customers receive the support they need, when they need it.

In this tutorial, we will provide a step-by-step guide on how to use the Perfex CRM Chat & Tickets App for Support Board. We will cover the setup process, how to configure the app, and how to use the various features and functionalities of the app to manage customer support requests.

Getting Started with Perfex CRM Chat & Tickets App for Support Board

Before you start using the Chat & Tickets App for Support Board, you need to have a Perfex CRM account. If you don't have an account, you can sign up for a free trial or purchase a subscription plan.

Once you have a Perfex CRM account, follow these steps to get started:

1. Log in to your Perfex CRM account.
2. Click on the "Apps" tab and select "Chat & Tickets" from the dropdown menu.
3. Click on the "Install" button to install the app.
4. Wait for the app to install, which may take a few seconds.
5. Click on the "Configure" button to configure the app settings.

Configuring the Chat & Tickets App

To configure the Chat & Tickets App, follow these steps:

1. In the "Configure" window, select the type of support board you want to create (e.g., Live Chat, Email, Phone).
2. Choose the channels you want to use for customer support (e.g., WhatsApp, Facebook Messenger, Email).
3. Set up the routing rules for incoming customer requests (e.g., who should receive the request, how should it be prioritized).
4. Set up the agent groups and assign agents to the groups.
5. Set up the knowledge base and article categories.
6. Configure the chatbot settings (if using).

Using the Chat & Tickets App

Once you have configured the Chat & Tickets App, you can start using it to manage customer support requests. Here are the steps:

1. Go to the Support Board page and click on the "New Ticket" button to create a new support request.
2. Enter the customer's contact information and a brief description of the issue.
3. Click on the "Create" button to create the support request.
4. The support request will be routed to the designated agent or agent group based on the routing rules you set up.
5. The agent can respond to the customer's request through the app, and the customer can view the response in the chat window.
6. The agent can also attach files, images, and videos to the support request.
7. The customer can also escalate the support request to a supervisor or manager if needed.
8. The support request can be closed when the issue is resolved.

Tips and Best Practices

Here are some tips and best practices to help you get the most out of the Chat & Tickets App:

• Use the routing rules to prioritize incoming support requests based on severity, category, or other factors.
• Use the knowledge base and article categories to provide customers with self-service options and reduce the volume of support requests.
• Use the chatbot settings to automate simple support requests and free up agent time for more complex issues.
• Use the performance reports to track agent performance, response times, and other key metrics.
• Use the customer feedback feature to collect customer feedback and improve the support experience.

By following this tutorial, you should be able to get started with the Perfex CRM Chat & Tickets App for Support Board and start providing exceptional customer support to your customers.