Customer Contact Interface Navigation
• Contact identification system provides comprehensive customer overview for service representatives
Deborah Patrick displayed as primary customer contact with Miller Honda dealership association (00:07)
Campaign tracking shows "inactive customers" call queue with attempt numbering system for systematic follow-up
Complete customer profile integration includes company affiliations and birth date data for personalized service
Edit functionality through pencil icon enables real-time profile updates with mandatory save requirements
Multi-Channel Communication Integration
• Email communication platform embedded within contact interface for seamless customer outreach
Ad hoc email system accessible via envelope icon provides compose functionality with CC/BCC options (01:34)
Attachment capabilities through paperclip feature allows promotional material distribution including coupons and flyers
Professional email sending process completed using green arrow interface element
Custom message composition enables personalized customer communication strategies
• SMS messaging system integrated for real-time customer engagement during active calls
Smartphone icon activation provides immediate text messaging interface for multi-channel communication (01:34)
Message sending options include Enter key or blue arrow functionality for user preference
TCS customer template system offers pre-written shortcut messages with auto-fill capability and customization options
Real-time texting capability enhances customer service experience during phone conversations
Communication Preference Management System
• Opt-out functionality provides comprehensive customer communication control mechanism
Checkbox system in bottom section controls all future communication eligibility including phone, email, and text (01:34)
Checked status indicates full communication permission across all channels and future campaigns
Unchecking preference box triggers automatic removal from all future follow-up communications
System-wide integration ensures permanent opt-out compliance across dealership communication systems
Transcript:
00:07
Speaker 1
In this section, we're going to review the contact information located within the call, email and text screens. On the far left where I'm circling now, you'll see the name of the customer you are contacting. So in this instance, Deborah Patrick. Below you'll see where it says Miller Honda. This is the rooftop or dealership you are calling on behalf of. Below where it says inactive customers. This is the reason you're calling the customer, also known as the campaign or the call queue. Below you'll see the attempt number. So is this the first or second or maybe third time I'm trying to reach this customer for this particular campaign? Continuing down, you'll see the customer's full name if they're associated with a company, as well as their birth date.
00:54
Speaker 1
If you need to edit any of the information on the contact info, you can click the pencil icon like I did. Next to Debra's name. Here, you could potentially add a middle name or update with a birthday. When you're finished, click Save. Next, if you'll scroll down, you'll see any home addresses that we have tied to their profile, as well as email and phone numbers. You can also add or edit any of this information. Next to the email, you'll see an envelope icon or a mail icon. This will pop up an ad hoc email inbox where you can type in or send a custom email to this customer. You'll click compose new email, choose who it is sent to. You can also carbon copy or blind carbon copy someone and use the paperclip icon to attach any coupons or flyers.
01:47
Speaker 1
You can then type your message and hit send using the green arrow on the top left. The last section will be any phone numbers associated with the customer. Here it will list any cell, home or work phone numbers we have tied to this customer. If you want to text the customer while you're on the phone with them, you can click the smartphone icon next to the phone number you'd like to text and it will pop up a texting bubble for you to type out your message. You can then send the text either with the Enter key or using the blue arrow. You'll also have the option to use shortcut so message templates that are available to TCS customers.
02:28
Speaker 1
By selecting one of these templates, it will auto fill the message into the message body, allowing you the opportunity to change it if needed prior to sending to the customer. The last section of the contact info will be the communication preferences on the bottom. Right now this customer has it checked, meaning they are eligible to receive all future Communications. If this customer would like to be opted out so that they do not receive any phone calls, emails or text messages in the future, you can simply uncheck that box and we'll remove them from any future follow up.