Use this option to enter an outbound customer contact, such as an upsell e-mail message or letter, or a welcome message. As part of an e-mail contact, you can send an e-mail message to the customer, using a predefined template. Contacts can also be automatically added by sending an e-mail confirmation with another transaction, such as a start (see About E-mail Confirmations). Any contacts associated with the customer will be listed on the Contacts tab in the upper-right corner of the Customer Service window (see Contacts).
Find the customer for whom you will enter the contact.
Click the Contact button () to display the Contact Information window.
Enter the following information.
PRODUCT
setup
Enter the product to which this contact applies.
CONTACT DATE
date
Enter the date of the contact.
CONTACT TYPE
setup
Enter the type of contact. Contact types are set up in advance (see Contact Type in the Setup Manual).
EMAIL TEMPLATE
setup
SOURCE
setup
Enter the source of this contact.
REASON
setup
Enter the reason for the contact. Contact reasons are set up in advance (see Contact Reason in the Setup Manual).
REMARKS
unlimited
Enter any remarks pertaining to this contact.
Click OK to save the contact. You will be able to view the contact transaction from the Contacts tab in the upper right corner of the Customer Service module (see Contacts).
If the contact type is “Email” and an e-mail template is selected, a confirmation message will display for the e-mail. Click Yes to the “Do you want to continue?” prompt to send the e-mail.
If the contact type is “Email”, you can send an e-mail to the customer by selecting the template here (the contact of the e-mail is contained in the template). By default a “welcome” template (e-mails sent to new customers) and a “sorry” template (e-mails sent to resolve issues) are defined, but additional custom templates can be added. Templates are defined in Website Setup (see in the Setup Manual for more information).
