Customer Service

1. Scope

The scope of this document is to showcase the various functionalities available in the customer service module, an integrated system for incident handling and resolution managed through workflows and with the process properly centralized.

• Inbound/Outbound Support

• Ticketing System

• Changes and Returns

• Resolution (Workflows, actions...)

1.1. Software Coverage

• Inbound/Outbound

  • Commercial Dashboard

• Ticketing System

  • Creation

  • Assistance

    • Classification

    • Criticality

    • Assignment

• Knowledge Base

• Resolution (Ticket -> Workflows (optional) -> Actions...)

  • Query

    • Topics

      • Products

      • Person

      • Order

        • Status

        • How to Take It

      • Balances

    • Action

      • Search for Answers

        • FAQ

        • Comprehensive Query

        • Catalog

  • Registration

    • Query (Genealogy)

      • View Specific Data

    • Resolution

      • New or

      • Info Update

  • Order

    • Query

      • Status

      • News

    • Resolution

      • New

      • Resume Order in Order Management

      • Process

  • Credit

    • Query

      • Query

    • Resolution

      • Credit Limit Change (Screen X)

      • Order Forcing (Release)

  • Balance ($ or Points)

    • Query

      • Balance $

        • Movements

      • Points Balance

        • Movements

    • Resolution

      • Note

  • Awards

    • Query

      • Comprehensive Query - Awards

      • Report xxxx

    • Resolution

      • Backorder Creation

  • Exchange & Returns

    • Query

      • Comprehensive Query - Returns

      • Order - Detailed Status

    • Resolution

      • Creation Change/Return

  • Referrals

  • Commissions

• Reports

2. Definitions

What is SLA?

SLA, or Service Level Agreement, is a document typically attached to the Service Provision Contract. It specifies the response and resolution times to which the client commits for incidents/tickets created by the user.

What are Workflows?

A workflow is a set of related activities completed in a specific order to achieve an organizational goal. Workflows are created in the system for various processes, ensuring that tasks to be managed progress through different individuals or teams and are resolved as they go through each workflow.

What is Resolution?

Resolutions are non-normative decisions made by an authority, whether political, administrative, or judicial, that resolve a conflict or provide guidelines to follow in a particular matter. In the specific context of customer service, it focuses on resolving PQRS: Requests, Complaints, and Claims, in accordance with the agreed-upon SLA.

3. Featured Functionalities

3.1. Bot

Create a ticket from the bot menu.

3.2. Anonymous Person

• From the website (anonymous)

• Receives registration, update, and closure emails.

3.3. Registered Customer (from the order on the listing screen)

• Create a ticket from the order listing screen (button within the order).

• Receives registration, update, and closure emails.

• Responds to a ticket within the order if it's assigned to them.

• Centralized Query.

3.4. Consultant (ticket screen, views their own and their network's), can create new tickets, comments, etc.

• Create a ticket from the order management screen (button within the order).

• Receives registration, update, and closure emails.

• List of tickets (without Widgets).

• Views their own tickets and those in their genealogy.

• Comments on tickets.

3.5. Customer Service Area

• Create a ticket from the order management screen (button within the order).

• List of tickets (with Widgets).

  • Views tickets where they are the affected person.

  • Views tickets where they are assigned.

  • Views tickets where their role matches the roles that can access the issue.

• Comments on tickets.

• Queries the Knowledge Base.

• Has predefined responses available.

3.6. Admin

• Can perform all actions:

  • Create tickets.

  • Handle all tickets.

  • View all tickets.

  • Access everything in the knowledge base.

  • View widgets.

• The admin should not have any restrictions.

4. Conditions

For the proper use of the software functionalities, it's necessary to have previously defined technical and/or business elements such as:

• Establish Classifications: Define how issues will be categorized so they can be grouped into larger categories, making their management more straightforward.

• Knowledge Base Content: Define content and information for the knowledge base to have answers and documents readily available to help resolve incidents promptly.

• Criticality: Define the levels of criticality, i.e., the severity levels of incoming tickets, to be able to provide solutions in accordance with their level of criticality.

• Templates for Ticket Responses: Have templates for responses to cases/tickets defined and created.

• Define Roles and Permissions: Specify which areas will have permission to respond to and/or escalate tickets.

• Activate Widgets: Define which widgets are necessary for ticket management.

5. Operation

5.1. Journey

"Bred" in Customer Service performs these processes:

• CRM

• Centralized Query

• Incident Management and Handling

• Ticket, Order, Invoice Tracking

• Contact Center

• Knowledge Base

• Resolution

• Assignment and/or Escalation

6. Configurable Elements

The following are the elements to configure in the software:

6.1. Main Configurations

• Incident Categories/Classification

• Knowledge Base Categories

• Statuses

• Criticality/Priority

• Communication Channels

• Queues

• Reasons for Notes

• Returns Workflow

6.2. Related Module Configuration

• Determine templates for sending emails when creating or modifying a ticket.

• Configure roles and permissions for widgets and reports.

6.3. Module Configuration

6.3.1. Incident Categories/Classification

This module allows you to create a standard list of the main reasons or primary causes for which a user might create a ticket. This, in turn, will allow for better categorization or classification of the created incidents.

To create a category, you should go to the "Incident Categories" administrator located in the process administrator. Then, open the modal to create a new category, and finally, fill in the fields for the category name and the names of the subcategories.

Open

Open

These incident categories and subcategories will be reflected in the "Issue Type" widget, in the options of the "Issue Category" field in the filters, and in the "Type" field of the records table in the incident module.

6.3.2. Knowledge Base Categories

Creating knowledge base categories is like creating folders or directories to group files or documents by related topics.

To create a category, you should go to the "Knowledge Base Categories" administrator located in the process administrator. Then, open the modal to create a new category, and finally, fill in the fields for the category name.

These categories will then be reflected in the "Knowledge Base" administrator located in the left-hand side menu of the Backoffice.

6.3.3. States

The states of incidents correspond to the three primary or basic groupings for Kanban board tasks, namely:

• TO DO (To Do)

• DOING (Doing)

• DONE (Done)

That's correct. The incident states can indeed be named differently based on the customized use of the Kanban system, as in the case of handling PQRS (Petition, Complaint, Claim, Suggestion, Complaint, Compliment, Thanks, and Tutela Action), where you might prefer to call the states as follows:

• Unattended

• In Progress (or Under Review)

• Resolved (or closed)

Not only these three incident states can exist or be used. Intermediate states can also be created between these three as needed.

These incident states will be reflected in the "Status" widget, in the options of the "Status" field in the filters, and in the "Current status" field of the records table in the incident module.

6.3.4. Criticality/Priority

The criticality or priority of incidents corresponds to the Eisenhower Matrix, which is a tool that helps classify tasks that need to be resolved as soon as possible and those that can be postponed based on two criteria: importance and urgency.

The matrix is divided into four quadrants:

• DO: Important/Urgent

• DECIDE: Important/Not Urgent

• DELEGATE: Not Important/Urgent

• DELETE: Not Important/Not Urgent

It can be expressed in other ways, for example:

These incident priorities will be reflected in the options of the "Priority" field in the filters and in the "Priority" field of the records table in the incident module.

6.3.5. Communication Channels

Here, you define the list of channel names through which incidents will be received.

These channel names will be reflected in the "Channel" field of the create new incident modal, allowing for better management or classification of cases.

Create New Incident Modal:

6.3.6. Reasons for Notes

This module allows you to create a standard list of the main reasons or primary causes for creating a credit or debit note. This, in turn, will allow for better categorization or classification of the notes created.

To create a note, you should go to the "Reasons for Notes" administrator located in the process administrator. Then, open the modal to create a new reason, and finally, fill in the fields of the modal and save the changes.

These reasons will be reflected in the "Concept" field of the create new note modal.

6.3.8. Queues

Not all incidents have the same level of technical complexity. Therefore, classification in this regard is necessary so that incidents that can be easily handled by advisors with basic or general knowledge are always handled by a first level.

Incidents that are more complex should be escalated to be handled by advisors with more specific or specialized knowledge.

The queue administrator allows for the parameterization of the list of queues (or levels) of attention that will exist according to the company's needs.

Then, these queues will be reflected in the "Queue" widget in the "Incidents" administrator.

7. Detailed Scope

7.1. Inbound/Outbound: 360° Query

For the customer service team and the company, having complete information about their entire network is essential, as it streamlines management and provides access to multiple benefits to enhance customer satisfaction.

S4DS offers the Customer Service team a module that centralizes all information on a single screen, allowing for unified and comprehensive searching by customer, distributor, entrepreneur, and/or consultant.

This aids in more agile and practical management, whether it's for validating any customer information or for communication to address their questions.

In this module, you can manage various topics such as:

• Orders and invoices

• Incentives and benefits

• Referrals

• Commissions

• Payment management

• Returns

• Account status changes

• Credit limits

• Balances

• Incidents - tickets

Additionally, you can view personal information like:

• Rank

• Commercial status

• Sponsor

• Etc. (Phone, Email, Address)

7.2. Incident Management

With proper management and the collection of information about incidents, things become easier and less chaotic. Incidents help identify cases or causes that may affect the company's service and, consequently, the customer experience and satisfaction.

In sales management, questions or issues often arise during the process. That's why S4DS offers an incident module, which allows the customer service team to perform robust management of reported issues, whether they are from consultants or customers, and provide easy and efficient solutions to these issues.

7.2.2. Incident Creation

The service desk teams can manage incidents through tickets, which ensure that all relevant information is collected at the time of ticket creation.

Tickets can be created by customer service personnel, consultants, and clients through various channels, such as:

• Corporate website

• Replicated website.

• Influencer website

• Chatbot

• Consultants can create tickets directly from their Backoffice.

• The customer service department can have a dedicated phone line to take these tickets and create them in the system for resolution.

This module allows for creating types of cases or incidents and assigning them to an area (person). It also enables tracking cases, including response times, open cases, pending responses, and the most common types of incidents.

7.2.3. Attention

7.2.3.1. Classification

Classification can be described as a process through which we segment the possible cases we receive from our customers, which require internal attention flows and processes within the company and in the system. An example of classification:

Classification is a crucial aspect of the system, as it allows for the categorization of different types of issues that can arise in day-to-day operations. The appropriate resolution of incidents depends on this classification.

Having a clear understanding of these case types and how they can be resolved is valuable, as it facilitates the review and achievement of key performance indicators.

In this option, you can create different classifications of incidents that may occur, and you can even have subcategories.

For example:

Under the category "Transportation," various types of cases can be created, such as:

• The order didn't arrive.

• The order arrived damaged, etc.

This information provides a clearer concept of the issue at hand and streamlines how it will be resolved, its criticality, and who will be assigned to provide an appropriate solution.

This module manages four types of workflows:

1. Generic / ISSUE GENERIC FLOW: This is the most commonly used and allows tickets to move from one state to another until they are completed.
   Managed Workflow: Unattended → In Progress → Closed.
   This generic flow allows the creation of as many states as needed for incident management.

2. Note Creation / CREDIT NOTE: This handles a special workflow in which you can create or reject a credit/debit note through ticket management.
   Managed Workflow: Accept note → Reject note

3. Backorder Creation / CREATE BACKORDER: This manages a special workflow that allows you to create or accept an order through ticket management. The option to take the order is also enabled from this window.
   Managed Workflow: Accept BACKORDER → Reject BACKORDER

4. Credit Request / ISSUE CREDIT WORKFLOW: When a credit study is requested from the consultant's profile, the system automatically generates a ticket in which you can approve or cancel the credit request.
   Managed Workflow: Data review → Missing data → Credit decision → Credit accepted → Credit denied.

These workflows can be configured by roles so that only specific users can perform these processes.

7.2.3.2. Criticality

In order to have a better work plan and ticket management, it's important to assign the importance of each case. This helps identify the most important and critical cases that require immediate attention.

S4DS provides the option to configure different levels of criticality and allows you to assign or modify the importance of each case accordingly.

7.2.3.3. Assignment

Assigning a case to a staff member in the customer service department is crucial, as they are responsible for providing optimal and timely solutions. The customer's experience and satisfaction depend on this assignment, as it's based on response time.

This module allows for the assignment of cases to the relevant departments to provide the most suitable solution, ensuring response times are met. Depending on the complexity and/or criticality, it's also possible to escalate the case to another department for proper follow-up.

Additionally, this module offers the possibility to keep a case history, allowing you to see all the flows and processes it has gone through, facilitating more satisfactory tracking.

7.2.3.4. Notification

Both for the customer service department and the person affected, receiving constant notifications about the status and progress of the ticket is very valuable.

For this reason, whenever a ticket arrives in the S4DS incident module, a notification is sent to the customer and/or the assigned person (if someone is already assigned), providing all relevant information about the case.

7.3. Knowledge Base

This knowledge base is essential because when an issue arises, the customer service department needs to have support on how similar cases have been resolved. These speeds up the response and resolution process for the issue.

In cases where there are no similar cases, this module allows for documentation of procedures to be followed for future incident resolutions. This creates what is known as an FAQ (Frequently Asked Questions), which can be a valuable resource.

7.4. Resolution

To provide a better and quicker response, it's ideal to have all the information in a single system, reducing reprocessing and extensive inquiries, and allowing access to documentation and inquiries in one step.

Depending on the company's business model, it's possible to provide access to the customer service personnel to various modules, making the resolution processes for multiple issues more agile and effective, preventing multiple escalations of cases.

7.4.1. Query Type

7.4.1.1. Person

Querying information about a person is valuable because it allows for the analysis and collection of relevant information about a customer, consultant, etc.

S4DS has various robust modules that enable access to specific and relevant information about a person. This helps in quickly validating their data, enabling a prompt and accurate solution.

For example:

• Orders they have placed.

• Tracking their incidents

• Returns

• Residential and shipping addresses (territorial zone)

• Credit balance

7.4.1.2. Products

Customers often have questions or issues regarding the company's products, whether for making a purchase, requesting a product return, or other reasons.

It's essential to know how to provide a solution or access to identify these issues more easily. Information about products such as prices, discounts, descriptions, references, among others, can be queried.

7.4.1.3. Orders

Managing orders and addressing any issues that arise during this process is vital. Therefore, providing support when doubts or problems occur while creating orders is crucial. This ensures a smooth purchasing process.

S4DS has comprehensive modules that facilitate access to order-related information, making it easier and faster for the customer service department to meet the needs of affected individuals and provide excellent service.

7.4.1.4. Balances

Balances, whether related to money or points, are often a common query. Customers may not always be clear about their balances, whether due to a lost invoice, returns, additional discounts, multiple payments, etc.

Having a unified and user-friendly query where balances and client portfolio movements can be viewed, including orders, rewards, etc., can significantly streamline ticket management in real-time.

7.4.1.5. Action

Documenting the response to the query in the ticket.

7.4.1.5.1. Search for an Answer

• FAQ

• Comprehensive inquiry

• Catalog

7.4.2. Record

7.4.2.1. Inquiry

Leaders of specific networks may have questions about individuals within their network or may want to know their network level (Rank). For this, there is a consultant query screen where specific individuals or entire networks can be validated.

7.4.2.2. Resolution

7.4.2.2.1. New Record

The customer service department can create new user records if they encounter issues when creating a user or if there's a lack of understanding of how to do it.

7.4.2.2.2. Information Update

Issues or updates regarding a customer or consultant's information can often arise, such as changes in residential information or contact details. It's essential to keep user information up to date, and this module allows for these updates.

7.4.3. Order

If there is an issue related to creating an order, lack of understanding about how to do it, returning a product, or increased charges, the customer service department can handle it. Additionally, they can refer to FAQs (Frequently Asked Questions) for previously resolved issues or document the resolution for future cases.

7.4.3.1. Inquiry

To address issues related to creating orders, it's important to directly communicate with the customer. S4DS provides a centralized query module where all necessary information can be reviewed before proceeding with resolving the problem.

For instance, reasons for issues when creating an order may include:

• Insufficient balance to place an order.

• Invalid status to place an order.

7.4.3.2. Resolution

7.4.3.2.1. New Order

The customer service team can create orders on behalf of customers who may not know how to do it themselves or who encounter issues or have questions about the process.

7.4.3.2.2. Resuming an Order

Orders can be resumed if a customer starts a purchase but abandons it. Orders to resume are listed when a new purchase is made, and they can either be canceled or continued.

7.4.3.2.3. Processing Orders

Customers may request order cancellations, or the sales force may request order processing for their network. S4DS allows for batch order processing.

7.4.4. Credit

7.4.4.1. Inquiry

Consultants or customers may call customer service to validate their credit type and available credit limit. This type of query doesn't require much analysis and time, and it's ideal to provide an immediate response during the same call.

If the customer wants an increase in their credit limit or a change in credit type, it depends on the company's policies. Such requests may need to be escalated to the credit department for analysis and approval.

7.4.4.2. Resolution

7.4.4.2.1. Changing Credit Limit

To change a customer's credit limit, requested by the customer and analyzed for approval.

7.4.4.2.2. Forced Orders (Release)

When a customer enters an order, and it's not released due to insufficient credit, but the customer wants it to be released, it can be forced and released.

7.4.5. Balance (Money or Points)

Balance refers to a person's financial and points account statement, displaying all payment and invoice movements, whether for a specific order or credit request. S4DS has an integrated module for viewing all customer portfolio movements. For the customer service department, consulting this information helps streamline the analysis process, as the system allows viewing all this data per person, enabling the necessary adjustments.

7.4.5.1. Inquiry

7.4.5.1.1. Money Balance

Before making any balance adjustments, the customer service department should first verify if there is indeed a money balance discrepancy by checking the transaction history. Money balances can be viewed in the centralized inquiry, consolidated balance reports, and portfolio reports (only if there is a balance >0 or debt with the company).

7.4.6. Rewards

For a company, rewarding the sales force with incentives or prizes for achieving goals is essential. Bonuses are additional incentives awarded to sales force members based on their commissionable value.

7.4.6.1. Inquiry

...

7.4.6.2. Resolution

7.4.6.2.1. Backorder Creation

When a claim is made for an undelivered prize that should be shipped, S4DS provides the option to create Backorder type orders. This creation can be done manually by the user who reviewed the case or through previously configured rules. The system validates if the winning person has been assigned the product, and if not, it automatically creates an order with that product.

7.4.7. Changes and Returns

If an issue arises regarding changes and/or returns of a product, S4DS has a module to support these processes. Returns can be categorized by reasons to track and plan actions accordingly.

For the topic of exchanges, once a return is entered, an exchange order is created, and you can configure in which state you want the order to be (backorders, released).

7.4.7.2. Consulta

• Consulta integral - Returns

• Order - Detailed Status

7.4.8. Referrals

Referral strategy is common to grow the network's number of members.

7.4.9. Commissions

Commissions are often used as a mechanism to incentivize employees' efforts. It encourages the sales force to work towards closing new sales deals, with their commission increasing based on their performance within the company.

.