Provide faster, more organized, and simpler after-sales customer service—now it’s possible thanks to this feature of PrestaShop v.1.4. By a simple manipulation in your store’s Back Office, you can, in a single glance, access your list of queries related to orders placed by your clients in order to follow them better.
This new feature significantly simplifies clients’ requests as well as your response process. By clicking on the “Contact” button on your site, your clients have the possibility to send a message either to Customer Service, to the Webmaster, or to any other service that you have defined. They just fill in their email address, their order number, their message, and can upload a file, if they so choose.
Once the form is sent, you will receive it in your Back Office, by clicking on Customer Service under the Employees tab. In the box labeled “Customer Service,” a new message will appear, and you’ll simply need to click on it to open it.
You will then see your client’s inquiry and access all information necessary to process the file: the Customer ID, date sent, browser used, and the message content. To respond, simply click on “Respond to this message”!
On the right, you can file the message according to its status: messages answered, set this message as handled, declare this message as pending (personalized status 1 and 2). Just click on the appropriate buttons.
After you respond, the exchange history with your client is saved, allowing you to follow the file simply. If the request received doesn’t concern you directly, you can transfer the message to whomever it concerns by choosing them from the drop-down menu. You can again at the step file the message by clicking on the buttons found on the right.
Thanks to after-sales customer service management centralized on one single tab, you will significantly improve your client relations by handling queries more efficiently.