If you sell services or goods to customers, I offer implementation of solutions to certain problems.
An integrated Solution:
You can have this software to be available to you and your agents/staff anywhere anytime. This allows you to automate processes and allows you to work from anywhere at anytime. This is a compilation of premium Software which has been customized for another local business and is now being offered in the market to people who may need it. Limited and basic customization is offered. However elaborate customization radically different from the objectives of what problems this software aims to solve is not encouraged. Write to me with details to get an assessment. This Software will need specific versions of php, WordPress and other technology, information of which is provided. Each feature described below has a cost to it for its implementation. Each feature will be shortly updated with the Cost as this endeavour progresses. If you have an immediate requirement drop me a message and I will get back with the details.
Your Business looks like this:
You run a company or Business or provide professional services. You have agents/ employees working for you. You have customers or clients who send service or business requests or their requirements on call or via phone call or emails or whatsapp etc.
Read below features of this software: One important feature is that this set of Softwares comes with the software code. So no dependance on any third party. In addition to all the solutions available we can also customize it based on your needs. You can choose and install all features that you need and not activate features that you dont need. You can test and see the features available and then decide. This is a big software and considering the sheer number of features available in it, my team and I will provide support service free of Cost for 3 Months after purchase. Technical: This is a cloud based software for the wordpress environment installed on your hosting. We can install the same and give you along with hosting and domain so that you can simply start using it straightaway.
Sequential Order Numbers or Ticket Numbers for Customer Requests: You need these orders or requests to be sequential or chronological. You can choose the format of the sequential numbers with Prefix or Suffix. You can choose to start from whichever number you want. So this allows continuity from your old system or manual system to the new system.
Allot Work to agents or staff: Each Order or Customer’s Ticket can be allotted to agents by selecting the name of the agent is drop down.
Each Agent will be able to see the list of tickets/works allotted to her by logging in to the system. When a ticket is allotted an email is sent to the agent with the details. Additionally you can also add more than one agent to a ticket. You can add two additional agents to any ticket and this way the primary agent plus two other agents will be able to see the ticket or request
Administrator or Owner can see all the tickets allotted to all agents: Each agent and administrator can track whether each Ticket request was Closed or not. Each Ticket can be given any custom Status such as Pending, VIP, or Work in progress or On hold or any other unlimited Custom Ticket Status can be created. Tickets can be filtered with Ticket status.
In addition to Sort and filter Tickets based on many other Criteria: Create Unlimited Ticket Types , Create and select Unlimited Ticket Priorities, create and select Unlimited Ticket Departments, Ticket related Product/Service selection that the Customer has purchased, Close completed Tickets, Re-open tickets if needed.
Custom Fields: In addition Each Ticket or Request can have Custom Fields. You may have additional information required to be saved for each ticket like Custom Reference Number or a note etc. You can create unlimited Custom fields like Date, Note, Number etc for each ticket.
Canned Responses: Sending repetitive messages to Customers just got easier. You can send messages to customers easily by simply selecting the message from a drop down. Want to send your bank details to client for payment: simply select the message from the drop down and send. Use the same Canned Response in whatsapp Interface
Payment for each Order/Ticket: You want to track whether these requests have been paid for or not. Create Separate Statuses for payment for the Order Ticket like Payment Completed, Pending payment, No payment etc.
Emails to Customers: Each agent can send emails as replies to tickets. The email so sent by the agent will automatically contain the name of the agent. You can configure what name should be seen in the email for each agent. You can send emails from your gmail or hotmail or domain email without any third party expensive email service provider and without paying any monthly costs.
Email Inbox: You can display your entire email inbox, Sent items and any other folder directly inside the software. You can mark each inbox email to each Staff/agent either automatcally based on the agent marked in the related emails ticket or mark an agent manually. Each email can be tagged as resolved or No action needed or any other email tag as you need. This thus works like a Team Inbox or Shared email inbox. Each email can also be categorized with multiple unlimited categories. (In future it will be possible to maybe reply to emails automatically based on categories or other Criteria)
This way there are several problems that you need a solution on how to manage for eg to know which agent replied to which email which requests were resolved, which requests are pending, which agent worked on what at what time, how to get an agent to speak to a customer directly without using his personal phone, how to send messages to customers from whatsapp directly etc.
A Ticket Can be created and updated by customer directly by logging in (This feature though ready available is as on date currently being Tested in the front end) When a Customer Replies to a ticket or when Staff Replies to ticket an email notification is sent to the other. A ticket can also be automatically updated via email. Say a customer has sent an email reply to a ticket. You can set up email in such a way that the ticket gets automatically updated with the customers reply and a notification sent to staff or if a agent replies to ticket from his email a notification is sent to the customer directly from the system email itself. Thus all the communication to all your customers and staff happens only via a single email Id which could be hotmail or outlook or gmail. No need to track multiple emails sent to multiple email Ids within the organization. You need to track just and manage just one email ID whilst emails getting automatically delivered to each agent to their personal domain emails internally while customer receives and send replies to just one main support email ID. It would appear that just one single email is used.
- File upload to ticket and view file uploaded to ticket before sending
- Allow only select staff/agent to view certain customers tickets.
- Reply to Tickets directly via email (in active development)
Associate Tickets with Customers Orders: Along with Tickets, you can keep a Record of the product or Service that the customer purchased from you and the payment status as explained above. An order is created containing the name of the Customer alongwith the product or service purchased. The product cost can be defined by default or change the price manually for each customer. Invoice can be sent either automatically or at a click to each Customer in a nice format. You can also send invocie via whatsapp (Whatsapp feature currently under development to be available soon)
Link the Support ticket with the Customers Order: Each Order is linked to a ticket and vice versa. The ticket maybe closed but the payment maybe pending. When a Order is created, a support ticket is automatically Created for each Order. Ticket section is used for communicating with each customer while the Orders section is used for keeping record of the money matters related to each order.
Record Expenses, Bank Receipts, Descriptions, related to each Order/Ticket alongwith Order status if Order has been paid for or pending payment. Create unlimited Order statuses as per your need. Record multiple receipts whether by cash cheque or any other mode against each order, Record multiple Expenses and their payments against each order.
Search Tickets or Orders and Sort Tickets or Orders by Staff name and field Name Ticket Number order Number or any other field. Send Invoice to customers at the click of a button
Cloud Telephony to allow agents and customers to call each other at a click without dialing number. Cloud telephony allows agents to call customer from anywhere at anytime and also allows any customer to reach any agent at any time. Phone can arrive directly on the agents mobile and the agent can call customer directly from his phone using the Phone app without divulging his personal Contact Number. All calls to and from Customers are only from one contact Number. Each call recording is saved for audit purposes.
Automatic Time Sheet of Agents/Staff: Based on their activities on the wesbite, an automatic log is created with agnet name and timestamp for each material event that they undertake – eg log of when the agent logged into the system, Log of when and which ticket was replied to by agent, Log of which agent resolved which email and at what time. Based on performance Points are awarded to the agent. Agent sees his own timesheet. Owner sees agent wise time sheet. Points are also see alongwith detailed log of accounting entries passed in Tally ERP9 by which agent
Following features implemented but yet to be elaborated here. Whatsapp Integration to send and receive messages to and from customers using Whatsapp Business API. No need of any third party Whatsapp Service Provider – Save on thrid party Costs for whatsapp chat
Phone app to see above Website Data. The Phone app which is active development, you can view all customers orders, Call and receive phone calls from the app, Create tasks for staff/agents, View and reply to wahtsapp messages from customers and view and mark emails
Integration with Accounting system (currently integrated Tally ERP 9 to send Sales, Expenses, Receipts directly to Tally Software).
CRM: Automatically Create Segments of customers based on products purchased or any other criteria. Specify Include and Exclude criteria of Customers. No need of making new lists or repeat lists of customers again and again. Automatically Remember upcoming compliance or commitment dates for customers. Specially for India
Security against Hacking: I do provide a basic Website Security Setup against hacking. WordPress is prone to many attacks. It is mandatory to keep a daily backup of the database and the software. This guidance will be provided to you during the support period.
Integrate with GST website for GST Compliance information.
Roadmap: Integrate all above tools with Chatgpt.
Setting up Website: We can Set up the website for you with the chosen features reducing your time of R&D. I can also provide guidance and training on security, Backup and Troubleshooting steps during the paid service duration