Overview
Welcome to the documentation for the Customer Service Add-on. Here, you'll find everything you need to know about how this Add-on enhances customer support capabilities within SCAYLE.
What is the Customer Service Add-on ?
The Customer Service Add-on is designed to support Customer Support Teams in handling customer inquiries efficiently. It provides essential tools to streamline communication, manage customer requests, and improve response times.
Key Features of SCAYLE's Customer Service Add-on
Key Features
- Customer Search – Quickly locate customers using various filters such as name, email, phone number, and address.
- Order Search – Find customer orders efficiently by searching with order numbers, customer details, or other relevant criteria.
- Campaign Calendar (Agent Overview) – Provides call center agents with an overview of ongoing and upcoming campaigns to ensure aligned communication with customers.
- Telephone Orders – Support phone-based customer orders by manually creating and managing orders for better service.
- Customer Communication (Multi-View & Notes) – Add internal notes to customer profiles and handle multiple cases in parallel with a multi-view interface.
- Bulk Actions – Perform bulk actions like adding notes to multiple customers, exporting invoices, and processing refunds efficiently.
- Product Search – Directly access products available in the shop for quick customer assistance and order modifications.
- Access to Customers’ Basket & Wishlist – View and manage a customer’s cart and wishlist to assist with order completion and recommendations.
Who has access to the Customer Service Add-On?
The Customer Service Add-on is not included in the Core SCAYLE product by default. It must be enabled by your SCAYLE Account Manager.
Once the Add-on is activated, additional configuration is required to tailor it to your business needs. You can find detailed setup instructions in the following sections.
