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Understand Customers, Cases, Follow-Ups, and Tasks

8x8 Virtual Contact Center provides customer and case management capabilities using its Local CRM. The Local CRM provides a model for managing the contact center's interactions with customers and stores the contact center's customer, case, and follow-up data.

The phone, chat, and email scripts in Virtual Contact Center can use information such as phone number, case number, or email ID, to locate and display a customer or case record stored in the Local CRM. To manage customer relationships, the Local CRM provides the following hierarchy of standard objects:

Customer

A customer object allows creating customer instances with unique account numbers. A customer record stores information such as name, address, and phone numbers, and offers the capability to customize the customer object with custom fields.

Case

A case object describes customer feedback, queries, or issues. Agents can create cases to systematically track and solve customer issues. Agents can quickly create, update, and view cases. They may indicate the status of a case as open or closed. The standard definition of a case allows adding additional attributes to a case by stating its 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-up

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 as well as email communications regarding the case. The Follow-up object allows tracking how a case is resolved by creating multiple follow-up records.

Task

A Task refers to a call, email, meeting, chat, or any other type of contact made with a customer. A task organizes and helps agents track all interactions associated with a customer. The task object serves to create and manage all tasks agents plan to perform or have performed, such as making calls or sending mails. For example, agents 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.

Integrating with External CRM

The Virtual Contact Center also supports integration with External CRMs, such as NetSuite and Salesforce. If your Agent Console integrates with an 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.

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