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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
| Term | Description |
|---|---|
| Communication | Refers to all interaction with a physical person or company through the CRM.COM software. |
| Communication Tags | Used 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-in | Contacts can opt-in, to receive marketing emails, either from your company or affiliate companies. |
| Opt-out | Contacts can opt-out so that they will never be sent marketing emails, either from your company or affiliate companies. |
| CM. Gateway | SMS gateway used for sending SMS messages between SMS entities over HTTP. |
SMS
| Short Message Service is a Service provided for exchanging short text messages between mobile phones, using the SMPP protocol. |
SMPP
| 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 / Concept | Description |
|---|---|
| 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.
|
| 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 '#'.
|
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.
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.
| Entity | Network Characteristics | Description |
|---|---|---|
Communications |
| |
| Communication Queue External Systems | A 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 Templates | A 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
| Entity | Interaction of Communications with Entity |
|---|---|
| Contact Information |
|
Job |
|
| Subscription |
|
| Activity |
|
| Service Request |
|
| Lead |
|
| Related Communication |
|
| Notification |
|
Accounts Receivable |
|
Bill |
|
Payment |
|
Payment Gateway Card |
|
Payment Gateway Request Number |
|
| Reward Participant |
|
| Award Transaction |
|
| Spend Transaction |
|
| Access Tokens |
|
| Communication Queue |
|
| Provisioning - CA Systems |
|
Communications - Business Examples
The following section provides business examples of how the CRM.COM Communications module is used.
Notifying Overdue Subscribers
Business Requirement
Company ZX would like to send an SMS to overdue subscribers to urge payments before disconnection.
CRM.COM Solution
- Configuration
- Communication Definitions should be set up so that an SMS provider is enabled.
- Communication Template is created for overdue subscribers (optional).
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"
An SMS will be sent to the contact's mobile phone.
Communicating Subscription Details Using Template
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
- Subscription Number: #subscription.number
- Subscription Type: #subscription.type
- Subscribed Packages: #subscription.services
- Hardware: #subscription.installed_items
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
#subscription.services
#subscription.installed_items
Communicate Jobs
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.
Communicate Activites
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.
Communicate Accounts Receivable
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.
Communicate Bills
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
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
Unsettled Accounts Receivable
Wallet with low credit
Wallet Product Consumption near estimated date
New Subscribers
Completed Jobs
Completed Activities
#notification.number
Communication Templates Using Dynamic Link 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
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.
Subscribe off Mailing List
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
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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