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
- 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.
