Open / Close in one action if customer on phone and issue resolved
Original Post November 2006!!!!!
"We have had a discussion in the office today regarding calls that come in by phone which are resolved in the first phone call.
We would like to be able to log a call while the customer is on the phone and if we resolve this in the first pass we would like to change the status of the call to Closed to save us some time going back in to the call and closing it, this also reduces the email traffic and customers getting hit with an open email and a closed email immediately after.
If we do this at the moment the call gets logged, an email gets sent telling the customer their request id, and the call status gets set as closed. So at this point it's a bit confused
If it sent a closed email rather than an open email then this would make much more sense, or it opens the call, doesn't send a notification to the customer, and then sends a closed confirmation.
We are happy to log this as Phone Call in the mode and answer the call within the notes of the inital description we can track these calls.
Hope this makes some sort of sense, let me know if you need a better explanation, I'm sure this would be useful to other support teams as it would save calls logged and resolved in one pass extra effort on the support system.
Anyone else like this idea, or have any views on how we could implement this?"
http://forums.adventnet.com/viewtopic.php?t=23833
"We have had a discussion in the office today regarding calls that come in by phone which are resolved in the first phone call.
We would like to be able to log a call while the customer is on the phone and if we resolve this in the first pass we would like to change the status of the call to Closed to save us some time going back in to the call and closing it, this also reduces the email traffic and customers getting hit with an open email and a closed email immediately after.
If we do this at the moment the call gets logged, an email gets sent telling the customer their request id, and the call status gets set as closed. So at this point it's a bit confused
If it sent a closed email rather than an open email then this would make much more sense, or it opens the call, doesn't send a notification to the customer, and then sends a closed confirmation.
We are happy to log this as Phone Call in the mode and answer the call within the notes of the inital description we can track these calls.
Hope this makes some sort of sense, let me know if you need a better explanation, I'm sure this would be useful to other support teams as it would save calls logged and resolved in one pass extra effort on the support system.
Anyone else like this idea, or have any views on how we could implement this?"
http://forums.adventnet.com/viewtopic.php?t=23833