Understanding Communications

Owned by Persia Xenopoulou (Deactivated)
Last updated: Jul 17, 2017 by Former user (Deleted)
10 min read

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Table of Contents

What are Communications?

Communications are used to log bidirectional (incoming or outgoing) interaction between customers and agents. Communications can support multiple Communication media such as Email, SMS, telephony, letters and others.

Communications Glossary

TermDescription
Communication

Refers to all interaction with a physical person or company through the CRM.COM software.

Communication TagsUsed to generate the subject or the content of a Communication based on data kept on the related Contact Information or referred business entities.

Unrestricted Communication Tags

Tags which are not restricted to CRM.COM specific data (i.e. do not map to a CRM.COM entity). The tags are replaced by values specified by the User while creating or updating a Communication, when the value is repeated several times in a Communication or when the value is not a field saved in CRM.COM.

WYSIWYG Editor

"What You See Is What You Get" Editor is a utility that allows the user to view Content (e.g. an Email) as it will be displayed in a browser, in real time.
Opt-inContacts can opt-in, to receive marketing emails, either from your company or affiliate companies.
Opt-outContacts can opt-out so that they will never be sent marketing emails, either from your company or affiliate companies.
CM. GatewaySMS gateway used for sending SMS messages between SMS entities over HTTP.
SMS
  • Related to SMPP Gateway 
Short Message Service is a Service provided for exchanging short text messages between mobile phones, using the SMPP protocol.
SMPP
  • Related to SMPP Gateway  
Short Message Peer-to-Peer is a standard protocol used in the Telecommunications industry for exchanging SMS messages between SMS entities (Short Message Service Centers) over TCP/IP or X.25 connections. SMPP is supported within CRM.COM to deliver SMS messages and SMSC which support the SMPP protocol v3.4.

Communications Key Processes and Concepts

Processes / ConceptDescription
Communication Queue Usage and Communication Queue External Systems

There are several forms of Communication, including of Face to Face, SMS, Email, phone and letter. Email and SMS Communications are added to a Queue from where they are assisted by other processes to reach their intended recipients. Further processing is either handled by CRM.COM (for Email and SMS) or by an external system.  External Systems access CRM.COM data through CRM.COM WEB APIs and process information kept in the CRM.COM Communication Queue as required.

View Using Communication Queue & Configuring Communication Queue External Systems for more information.

SMS Gateway and Email Provider Integration

Email and SMS Communications not processed by an external system can be handled directly through CRM.COM.
This is enabled by defining the SMS and/or Email Settings available in the Communication Definitions required for connecting to your email server or one of the SMS Gateways CRM.COM has integrated with.

    • CM. Gateway
    • SMPP Gateway AVAILABLE FROM CRM.COM R10.0.0
Communication Templates, Communication Tags and Auto-complete

Reusable Communication Templates which the user can select and quickly address the customer's requests for information, keeping a standard and formal style, can be easily created. 

Communication Tags (text that is automatically replaced by values specific to selected records) come with an auto-complete feature, so that as the name of the entity is typed, the available tags are made available for selection. All available tags are available for selection by typing '#'.


#entity_name.field : i.e., #subscription.number

AVAILABLE FROM CRM.COM R12.0.0

Sending Communications using customer's preferred language

Communications sent to customers either via SMS or email can be sent using the preferred language of the customer. This is achieved by creating a Communication Template and providing the content in multiple languages; the System will then create the Communication using the customer's preferred language.

The customer's preferred language is defined in the Contact Information 'Preferred Language' field

Using Unrestricted Tags

Unrestricted Tags are a special type of free text Communication Tags which are not replaced by values saved in the System. Values for Unrestricted Tags are filled in when creating a Communication and are specific to that Communication. 

Using Email & Link Tracking

It is possible to track whether Email Communications and included links have been viewed and/or clicked. Email and Link tracking are available for all Communications or, optionally, for just the ones created through Notification Runs.
Dashboards provide an overview of link and email tracking for Communications created through Notification Runs (usually used for Marketing Purposes).

In order to be able to use the Email Tracking feature, Email Tracking must be enabled and the required configurations performed in the 'Active' Communication Definitions.

Allow Customers to Update Information in CRM.COM via Dynamic Links

Customers can directly update information related to their contacts in CRM.COM, through dynamic links included in Email Communications.

Specifically, customers can:

Access & Viewing Controls

Business Network Characteristics define the level of access for each entry. i.e., whether it will be available for selection, viewing or editing.

EntityNetwork CharacteristicsDescription

Communications

  • A Communication cannot be created unless a Contact Information is selected.
  • Communication records can be accessed viewed and modified by Users defined as members of the Communication's Owned By Group, by Users that belong to a Group that collaborates with the Owned By Group, or by Super Users.
Communication Queue External SystemsA system can be added to a Communication provided the User adding the system belongs to one of the Allowed Organisational Units defined in the system, or a collaboration exists between their Unit and the Allowed Organisational Units, or if the User is a Super User.
Communication TemplatesA Template can be selected when creating a Communication, provided that the User adding the Template belongs to one of the Allowed Organisational Units defined in the Template, or a collaboration exists between their Unit and the Allowed Organisational Units, or if the User is a Super User.

 

Communications Related Modules

EntityInteraction of Communications with Entity
Contact Information
  • Communication belongs to Contact Information.
Job
  • Referring to entity
Subscription
  • Referring to entity
Activity
  • Referring to entity
Service Request
  • Referring to entity
Lead
  • Referring to entity
Related Communication
  • Referring to entity
Notification
  • Referring to entity
  • Communications are created via Notification Runs.
Accounts Receivable
  • Referring to entity
Bill
  • Referring to entity
Payment
  • Referring to entity
Payment Gateway Card
  • Referring to entity
Payment Gateway Request Number
  • Referring to entity
Reward Participant
  • Referring to entity
Award Transaction
  • Referring to entity
Spend Transaction
  • Referring to entity
Access Tokens
  • Referring to entity
Communication Queue
  • Email and SMS Communications are logged in the Communication Queue.
Provisioning - CA Systems
  • All Provisioning processes related to sending mail will create Communications that will be added to the Communication Queue. The Communication Queue External System, in this case, will be one related to the Provisioning Provider.

 

Communications - Business Examples 

The following section provides business examples of how the CRM.COM Communications module is used.

Notifying Overdue Subscribers

Provide a title for the business example. (Keep simple and short)

Business Requirement

Company ZX would like to send an SMS to overdue subscribers to urge payments before disconnection.

CRM.COM Solution

  • Configuration

User Process

  • Create a Communication:
    • Contact: Select the contact with overdue Subscription
    • Direction: Outgoing
    • Media: SMS
    • Template: Overdue Subscribers (optional)
    • To: Select the contact's phone number
    • Content: Update or enter message
    • Click on "SAVE"

Example-CommunicationSMSAn SMS will be sent to the contact's mobile phone.


 

Communicating Subscription Details Using Template

Company ZX would like to set up a communication template for New Subscribers

Business Requirements

Company ZX would like to send a welcome Email to every newly registered Subscriber and provide them with important information.

 

CRM.COM Solution

A Template should be created as in the box below. Every time that a new Subscription is created the agent should:

  • Go to the Subscription.
  • Execute Action > Communicate Subscription.
  • In the modal Communication window, select the "New Subscribers" Communication Template.

 

Template Text for New Subscribers

Dear #contact_information.name
 
We would like to welcome you and congratulate you for subscribing with us. Your subscription information is the following:
  • Subscription Number: #subscription.number
  • Subscription Type: #subscription.type
  • Subscribed Packages: #subscription.services
  • Hardware: #subscription.installed_items
For any further information, please do not hesitate to contact us at 000-0000-0000. One of our Call Centre agents will be more than happy to assist you.
 
Regards
Company ZX Co.

Communication Templates Using Communication Tags

Communication Templates using Communication Tags

Business Requirement

Company ZX would like to send Communication Emails to its customers regarding their Account Balance, Job status, Subscriptions and more.

 

CRM.COM Solution

Create Communication Templates using Communication Tags.

Communicate Subscriptions

 
Dear #contact_information.name
We would like to welcome you to our company.
Your subscription #subscription.number is now activated for the following services:
#subscription.services
The following installed items are used:
#subscription.installed_items
Your subscription #subscription.number will be paid by account #accounts_receivable.number.
Your current account balance is #accounts_receivable.balance
 
Regards
Company ZX Co.

Communicate Jobs

Dear #contact_information.name
 

We would like to inform you that your Job related to #job.type, with number #job.number, has been successfully completed.

Thank you for requesting our services. Should you need further assistance please do not hesitate to call our Call Centre at any time.

 
Regards
Company ZX Co.

Communicate Activites

 
Dear #contact_information.name
 

We would like to inform you that your activity related to #activity.type, with number #activity.number, has been successfully completed.

Thank you for requesting our services. Should you need further assistance, please do not hesitate to call our Call Centre at any time.

 
Regards
Company ZX Co.

Communicate Accounts Receivable

 
Dear #contact_information.name
 

We would like to inform you that your Account, #accounts_receivable.number, has #accounts_receivable.outstanding_amount Euros.

Please proceed with settling your outstanding amount as soon as possible as we will proceed with disconnections coming Monday.

Should you need more information please do not hesitate to call our Call Centre at any time.

 
Regards
Company ZX Co.

Communicate Bills

 
Dear #contact_information.name
 
We would like to inform you that your September bill with Bill No: #bill.number needs to be settled by #bill.due_date
 
Regards
Company ZX Co.

Communicate Service Requests

Dear #contact_information.name

We would like to inform you that your Service Request related to #service_request.type, with number #service_request.number, has been successfully #service_request.status.

Thank you for requesting our services. Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards
AluxSat Co.

Communicate Rewards Participants

Dear #contact_information.name

We would like to inform you that your Rewards Membership, with number #rewards_participant.number, has been successfully created on #rewards_participant.sign_up_on by #rewards_participant.sign_up_by_unit.

Your Rewards Membership is connected with your Account #rewards_participant.accounts_receivable.number

You may start collecting awards and we hope you enjoy your rewards!

Should you need further assistance please do not hesitate to call our Call Centre at any time.


Regards
AluxSat Co.

Communicate Award Transactions

Dear #contact_information.name

We would like to inform you that your Rewards Membership, with number #award_reward_transaction.rewards_participant.number, has been successfully awarded from the offer #award_reward_transaction.offer on #award_reward_transaction.date

Your Rewards Award Transaction, with number #award_reward_transaction.number, awards your account with #award_reward_transaction.amount

We hope you enjoy your rewards!

Should you need further assistance please do not hesitate to call our Call Centre at any time.


Regards
AluxSat Co

Communicate Spend Transactions

Dear #contact_information.name

We would like to inform you that you have successfully used #spend_reward_transaction.total_amount Euros from your Rewards Membership, with number #spend_reward_transaction.rewards_participant.number .

Your rewards were spent following the spend request with number, #spend_reward_transaction.number, on #spend_reward_transaction.date from #spend_reward_transaction.unit

We hope you enjoy your rewards!

Should you need further assistance please do not hesitate to call our Call Centre at any time.


Regards
AluxSat Co

 

 

Communicate Payment Gateway Card Tags

Dear #contact_information.name

Please see below your registered Card details.

Related Card Account Number: #payment_gateway_card.accounts_receivable.number

Related Card Holder Name: #payment_gateway_card.card_holder_name

Related Card Last 4 digits: #payment_gateway_card.last_four_digits

Related Account Receivable Balance: #payment_gateway_card.accounts_receivable.balance

Please review and contact our Call Centre for any required corrections


Regards
AluxSat Co

 

 

Communicate Payment Gateway Request Tags

Dear #contact_information.name


Please see below the information you have requested with regards to your Account with number: #payment_gateway_request.accounts_receivable.number connected to card registered to #payment_gateway_request.payment_gateway_card.card_holder_name

The balance of your accounts receivable is #payment_gateway_request.accounts_receivable.balance and the outstanding amount is #payment_gateway_request.accounts_receivable.outstanding_amount

Should you need further assistance please do not hesitate to call our Call Centre at any time.


Regards
AluxSat Co

Communicate Payment Tags

Dear #contact_information.name

We would like to inform you that your payment, with payment number: #payment.number for $#payment.amount has been successfully processed.

Your current balance is: #payment.accounts_receivable.balance and your outstanding amount is:#payment.accounts_receivable.outstanding_amount

Should you need further assistance or any clarifications please do not hesitate to call our Call Centre at any time.


Regards
AluxSat Co

More Information on Communication Tags can be found at: Using Communication Tags.

Communication Templates Using Notification Tags

Communication Templates using Notification Tags

Business Requirement

Company ZX would like to send Notification Emails to its customers regarding their Account and Wallet Balance, to welcome new subscribers and more.

 

CRM.COM Solution

Create Templates using available Notification Tags.

Unsettled Subscriptions

#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the outstanding amount of your account #notification.accounts_receivable.number is #notification.total_notified_amount, which is related to the following subscriptions
#notification.subscriptions_notified_amount
 
Regards
Company ZX Co.

Unsettled Accounts Receivable

#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the outstanding amount of your account #notification.accounts_receivable.number is #notification.total_notified_amount, which is related to the following bill
#notification.bills_notified_amount
 
Regards
Company ZX Co.

Wallet with low credit

#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the remaining amount in your wallets is the following:
#notification.wallets_available_amount
 
This amount is estimated to be consumed by:
#notification.wallets_estimated_consumption_date
 
Regards
Company ZX Co.

Wallet Product Consumption near estimated date

#notification.number
 
Dear #notification.contact_information.name
 
We would like to remind you that the remaining amount for your prepaid services is the following:
#notification.wallets_product_available_amount
 
This amount is estimated to be consumed by:
#notification.wallets_estimated_consumption_date
 
Regards
Company ZX Co.

New Subscribers

#notification.number
 
Dear #notification.contact_information.name
 
We would like to welcome you and congratulate you for subscribing with us. Your subscription information is the following:
#notification.subscriptions_type
 
Regards
Company ZX Co.

Completed Jobs

#notification.number
 
Dear #notification.contact_information.name
 
We would like to inform you that the following jobs have been completed successfully:
#notification.jobs_type
 
Regards
Company ZX Co.

Completed Activities

 

#notification.number

 
Dear #notification.contact_information.name
 
We would like to inform you that the following jobs have been successfully completed:
#notification.activities_type
 
Regards
Company ZX Co.

Communication Templates Using Dynamic Link Tags

Communication Templates using Communication Tags

Business Requirement

Company ZX would like to send Communication Emails to its customers regarding required Actions, prompting them to subscribe in or out of their mailing list, accept Service Request responses and more.

 

CRM.COM Solution

Create Communication Templates using Communication Tags.

Subscribe in Mailing List

 
Dear #contact_information.name
We would like to welcome you to our company!
As we respect your privacy, please let us know whether you would like to be included in our mailing list. If you subscribe to our list, you will be receiving information related to all new amazing offers. You will have the chance to unsubscribe from the service whenever you please.
If you would like to be included in our direct marketing list, please click on the following link:
#dynamic_link.opt_in_direct_marketing
You also have the option to subscribe to our affiliate marketing list. If you select to subscribe to this list then you will also be contacted with offers related to our distinct partners.
If you would like to be included in our affiliate marketing list, please click on the following link:
#dynamic_link.opt_in_affiliate_marketing
 
Regards
Company ZX Co.

Subscribe off Mailing List

 
Dear #contact_information.name
If you would like to unsubscribe from our Mailing Lists, please click on the respective link below:
#dynamic_link.opt_out_direct_marketing
#dynamic_link.opt_out_affiliate_marketing
 
Regards
Company ZX Co.

Communicate Service Requests to accept Response

Dear #contact_information.name

We would like to inform you that your Service Request related to #service_request.type, with number #service_request.number, has been successfully processed.

Please review our response below and then click on the respective link, if you agree, so we can proceed with the resolution of your request.

Response: #service_request.response_description

Processed By: #service_request.responded_by

Processed on: #service_request.response_date
 

Click on the following link if you Accept the response: #dynamic_link.service_request_response_acceptance

 

Thank you for requesting our services. Should you need further assistance please do not hesitate to call our Call Centre at any time.

Regards
AluxSat Co.

More Information on Communication Tags can be found at: Using Communication Tags.

 

Following Up On Communications

Customer calling for installation re-visit

Business Requirements

A customer of company ZX has called the Call Centre and registered a complaint regarding the quality of their picture. The agent arranged an appointment with the technical department. Once the technician returned, the agent called the customer back to confirm that the problem was solved.

 

 

CRM.COM Solution
 

Customer Calling-In to Complain

Once the customer calls-in to file a complaint, the user should create a new Communication of Direction 'Incoming', Media 'Phone' and Category 'Technical Issue'. The Communication should be saved using the 'Save as Draft' option so that the Life Cycle State is not updated to 'Completed'.

 

Agent Registering an Appointment

The agent should schedule an activity and assign it to the Technical Department with all the related information.

 

Agent Calling the Customer Back 

Once the activity is closed by the technician, the agent should revisit the initial Communication and save it using the 'Save' option, so that the Communication Life Cycle State is updated to 'Completed'.

The Follow-up Action should be used next.  The agent should provide the following information on the new Communication that will be created:

  • Media: Phone
  • Direction: Outgoing
  • Category: Service Satisfaction

The agent should call the customer and inquire regarding the quality of the picture and the service provided by the technician. The related information should be logged by the agent in the Shared Notes field.

Once completed, the user should save the Communication by clicking the SAVE button.

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