Smart Forms responds to changes
Customer questions reach you on a daily basis, but the possible responses are ever-changing. Your company is constantly evolving as an organization. Static responses just won’t do. Now imagine that you have a tool that allows you to quickly design forms without needing a developer? Smart Forms allows you to create new, possibly temporary, forms to respond to changes quickly and efficiently. You no longer need to wait on a third party service provider.
The idea for Smart Forms arose about five years ago. Answering questions through e-mail is costly and time-consuming because a new question often arise immediately after the initially question has been answered. The idea came up to let customers choose a response channel of their choice, such as chat, Twitter, Facebook or e-mail. The channel selection can be set in Smart Forms based on subject (product / category structure = taxonomy).
In addition to channel selection, knowledge items can be displayed on every form and on every step within a form. These knowledge items are linked to the product / category structure and are based on the filled in customer question. In this way, the customer can be assisted with knowledge items that match the demand.
Smart Forms is based on elements and database fields. Elements are form parts of the form, such as text boxes, dropdown menus, checkboxes etc. These elements are linked to fields that are included in the Oracle Service Cloud (OSC) database. In most cases, these are standard fields, such as name and address details, e-mail address and, for example, a telephone number that can be linked to a form part. But it is also possible to use custom fields, or rather fields created by the functional management itself.
The editor that comes with Smart Forms provides the link between form and database. You only have to indicate which field you want to work on. For example, you simply create a text box element and link it to the field ‘first-name’.
Smart Forms offers you sufficient possibilities to validate entered data. You can think of, for example, zip code, IBAN bank account numbers, round and decimal numbers and much more.
While working with the editor, you can always request a preview so that you know what the form will look like in advance. You can work on the form without it being visible on your website. Only after the form has been published does it become visible to end users.
Smart Forms creates incidents in OSC based on the chosen channel. Business rules incidents can be routed to different queues.
When customers choose, for example, chat, Smart Forms leads the customer to chat. The entire chat conversation (transcript) is stored in an incident and can be mailed to the customer.
A ‘Call Me Back’ channel is also included within Smart Forms. Customers specify a date and time when they want to be called back. Entered data will create an OSC incident.
With Smart Forms you have an advanced tool that allows you to respond to all sorts of possible scenarios. By using knowledge items in conjunction with the available service channels, you are enabled to answer customer questions immediately, correctly, and a reduced cost.
Do you have any questions left? Contact us!
10 augustus 2020
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