The CRM (Customer Relationship Manager) module allows you to correspond with your customers through a managed ticket system. Customers can contact you through a contact form on your website and your 3dcart store's software will automatically keep a record of all interactions.
Generally, the CRM ticket will be initiated by your customers. They can either fill out the form located on your store's default "Contact Us" link, or they can submit a ticket while they're actively logged into their customer record/account.
Tip When submitting a CRM ticket using the default Contact Us CRM form, the ticket may not necessarily be linked directly to the customer record. This is because the customer may not yet be logged into their account. Therefore, you may want to limit access to the Contact Us link (Set in Content >Site Content) so that it is only available to your store's Registered Users.
As mentioned in the tip above, a customer initiated CRM ticket can take place either on the store's default Contact Us page or from the customer's My Account page. Here, we will cover the latter method. To submit a ticket from their Customer record, your customers will perform the following:
On your website, they will click on the "My Account" link and log into their respective account.
Once logged into their account, they will click on the Add Request link in the My Last Requests section.
The customer will then fill out the CRM form. They will choose which department to send their request to with their name, phone number, email address, and message.
After the customer sends in their ticket, you (as the merchant) will receive notification via email that a CRM ticket has been sent in with a summary of the details.
Please Note The email notificaiton you get as merchant is merely a notice of the ticket. It will contain the basic details of the CRM request but not full specifics like the submitter's email address and selected department details.
To actually respond to the contents of the ticket and the issue(s) described within it, you will need to view the CRM ticket from your 3dcart Online Store Manager.
The ticket will be assigned an ID automatically by the system and the customer can login to the 'My Account' section at anytime to view the status and responses to the ticket.
Go to Customers ->Customer List and search for your customer.
Click on the customer record's name or use the action wheel next to the customer record you would like to initiate the CRM ticket for.
While viewing the customer record, look towards the top right and click on the Actions button.
Click on Open CRM Ticket.
The ticket will propagate with information from the customer record, but you can make any changes to the fields if necessary.
Type a subject for the ticket in the Subject field.
Type your message.
Leave the Email Customer box checked if you would like the customer to receive an email notification of the ticket.
Click Save at the top right to create the CRM ticket.
Tip: You can also perform the same basic action while viewing an order by clicking on the Order's "Actions" button and selecting "New CRM" from there. If using this method, the CRM ticket will also reference the order number along with the customer record.
The ticket can now be managed in the Customers ->Customer Relations section. The customer can login to the 'My Account' section of your website to view the ticket.