什么是电话工单?
客户拨打的所有电话都将在帮助台内以工单形式存档。工单包含客户信息、代理信息以及客户与代理之间的对话。当接听同样内容的电话时,相关信息将被添加至先前的工单内。
工单是追踪所有工作的重要方式。不仅是电话,还包括电子邮件等其他沟通方式,都将被转化为工单。工单功能可以统一整理从所有沟通渠道收到的消息。
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