Support Ticket Through CRM

Dec 16 08:31 2015 Rossy Guide Print This Article

Customer relationship management (CRM) is an approach to managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.


CRM is a customer-oriented feature with service response based on customer input,Guest Posting one-to-one solutions to customers' requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues. It includes the following functions:

Sales force automation, which implements sales promotion analysis, automates the tracking of a client's account history for repeated sales or future sales, and Aoordinates sales, marketing, call centers, and retail outlets.

Data warehouse technology, used to aggregate transaction information, to merge the information with CRM products, and to provide key performance indicators.

Opportunity management which helps the company to manage unpredictable growth and demand, and implement a good forecasting model to integrate sales history with sales projections.

CRM systems that track and measure marketing campaigns over multiple networks, tracking customer analysis by customer clicks and sales.

CRM is expanding outside of the core sales and marketing areas and systems are available that incorporate support and finance data also into the CRM view that a user gets, enabling a wider holistic view of a customer from one screen for a user.

To create a CRM System ticket, navigate in your admin area to Customers > CRM System and click Add.

Now, you can either enter the email address to which you'd like to send the message, or, if the email address is listed in your Customers table at Customers > Accounts, you can enter the customer account's ID number and the system will automatically use the email address configured on that account.

Support Ticket Through CRM:

Support tickets facilitate communication between you and the customer. Sellers on Wish are expected to provide customer service through the Support Ticket system on the Wish Merchant Dashboard.

A user may open a support ticket so they can contact you about the order they made. This ticket will show up under Support Tickets > Action Required. A user may contact you for the following reasons:

  • to change a size or color
  • to remove an item from their order
  • to change the shipping address
  • to inquire about the status of their order
  • to request tracking/shipping information
  • to report a defective, damaged, or missing item in their order
  • to initiate a return, exchange, or refund of their order (If a user needs to cancel an order or requests a refund, the Wish Customer Service Team will take care of this for both the user and the merchant.)

After you've replied to a support ticket, it can be found under Support Tickets > Awaiting User.

After the issue is resolved and the ticket has been closed by you or the customer, it will go to Support Tickets > Closed.

Wish believes in its merchants and encourages merchants to resolve their own customer service issues according to their store policies. Since the transaction is between the merchant and the user, Wish will only intervene in a customer service matter if it cannot be or has not already been resolved by the merchant.

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