Enquiry

Estimated reading: 4 minutes

Overview

The Enquiry module is WhatCX is very useful with respect to addressing the requests for information or assistance made by a customer to a company.

It is typically triggered when a customer has an issue or concern that has not been resolved by an agent, and they want to speak to someone with higher authority or expertise to address the matter in more detail.

Enquiries can be escalated to business heads or other high-level executives if the issue requires their attention or if the customer feels that the issue has not been adequately addressed by the agents/employees.

In a customer service context, enquiries can be tracked and managed through a system such as WhatCX, which allows for the tracking of enquiry stages. These stages might include “new enquiry,” “under process,” or “closed.” This system allows for efficient tracking and management of customer issues, ensuring that enquiries are properly addressed and resolved in a timely manner.

How to configure Enquiry

To Configure Enquiry in WhatCX follow the below steps –
1. Login to WhatCX and navigate to Enquiry in the left panel
2. You’ll see all Enquiries that have come till now

3. You now click on Configure.

SLA Hours – It is basically after how long you want to receive the escalated emails reporting that the issue is not resolved.
Email Id – You can specify the email id on which you want the escalated emails to be sent. Note – Escalated emails will be only sent once you click on the checkbox
Enquiry Welcome Message – You can set the enquiry welcome message, which is basically what should be sent to a customer when they raise an enquiry
Enquiry Close Message – it is basically the message which will be sent to the customers once the Enquiry is closed.

4. Click save. Now all the triggers which will be registered as Enquiry will receive the configured messages.
You can also view the Enquiry Details by Clicking on the Enquiry ID and change the status of the Enquiry as Processing, Escalated, Closed, etc

We hope this article has helped you better understand how to use the Enquiry module and take benefit out of it. Try it now!!