8x8 Contact Center provides customer and case management capabilities with its Local CRM. The Local CRM provides a model for managing your contact center's interactions with customers, and stores your contact center's customer, case, and follow-up data.
8x8 Contact Center's phone, chat, and email scripting can use information about an incoming interaction, such as a phone number, a case number, or an email ID, to locate and display a customer or case record contained in the Local CRM. As an agent, you can use the Local CRM to record and manage your customers, cases, and follow-up activities.
To manage customer relationships, the Local CRM provides the following hierarchy of standard objects:
- Customer
- Case
- Follow-up
- Task
Features
- Create customer instances with unique account numbers.
- Describe a customer’s feedback, queries, or issues via cases.
- Create cases to systematically track and solve customer issues.
- Quickly access cases in an expandable window.
- Indicate the status of a case as open or closed.
- Determine the case's status, visibility, severity, and priority.
- Ability to create and track multiple follow-ups for each case.
- Record each communication regarding the case, as individual follow-up instances.
- Organize and track all interactions associated with a customer via tasks.
- Receive reminder pop-ups a few minutes before the scheduled call.
Customers
A customer object allows you to create customer instances with unique account numbers. A customer record stores information, such as name, account number, email, address, phone numbers, and offers the capability to customize the customer object with custom fields.
Cases
A case object describes a customer’s feedback, queries, or issues. You can create cases to systematically track and solve customer issues. You can quickly create, update, and view cases in an expandable window. You may indicate the status of a case as open or closed. The standard definition of a case allows you to add additional attributes to a case by stating the status, visibility, severity, and priority.
For example, a support agent at AcmeJets creates a case when a customer calls in reporting scheduling issues with private jets. The support agent captures and records the customer reported issue by creating a case.
Follow-ups
A case may have multiple follow-ups before it is resolved. Each communication regarding the case from its creation until it is closed may be recorded as individual follow-up instances. This may include notes and email communications regarding the case. The Follow-up object allows you to track how a case is resolved by creating multiple follow-up records.
Tasks
A Task refers to a call, email, meeting, chat, or any other type of contact made with a customer. A task organizes and helps you track all interactions associated with a customer. The task object serves to create and manage all tasks you plan to perform or have performed, such as making calls or sending emails. For example, you can create a task to schedule a phone call to a customer, and set a reminder. A reminder pops up a few minutes before the scheduled call.
Integrate with External CRM
The brand new interface for 8x8 Contact Center agents to receive and process customer interactions. integrates with External CRM, your contact center supervisor provides you with the information you need to use the CRM to manage your customers, cases, and follow-up activities.
