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Monday, December 16, 2013

Managing Query via Website or Email on Free Cloud

'Want to collaborate in reply emails'
'Want to visualize the progress of creating reply emails'

A flow of Contact Support is complicated. Many companies have their complicated splitting flows such as, "Escalation", "Technical survey", "Committing to Sales section" or "FAQ registration", etc.. Also, it varies according to the company scale. Even in the same business industry, the flow will be totally different in organization with 10, 100, 1000 personnel. That is, Contact Support operation is one of the businesses that you want to explore "the way it should be" for your own. Nowadays, you better make your attempt to optimize the business flow using a 'Business Process Management tool' (BPM tool).

However, even though 'Modifying and Improving' is the specialty of "BPM tools", they are less good at usability of the input screen. For example, the importance of each item cannot be known even if they have been carefully set to fit the business of the company, because it looks flat.

"Questetra BPM Suite" is equipped with a feature that you can customize 'Input Form screen' exhaustively.
Though you will need knowledge of HTML, you can continue to explore 'an Input screen which anyone can handle' or 'an Input screen that allows quick responding'. That will make even rookie employees to play active roles. (Advanced Layout feature)

[Contact Replying flow]

[Contact Replying flow;'1. Reply' screen.] 

[List of Process Data Item]


In this Workflow sample, between data number 17th to 22nd are specially enclosed, and other information is indicated smaller. That emphasizes "part of email that to be sent to customers". As of HTML, it is only tagged with 

<div style="border:#dd0000 double 5px;"></div>

but it makes the difference between "Internal communications" and "Data to be sent to external" obviously. It is also good to append "operational notes" or "Tips" at user-led to fit the actual operation.

In addition, another hidden excellence of this Workflow is that capable of API extension. It is being assumed to be extended, for example to be connected with Query Process froļ½ abroad or with Fax Receiving Process. By the way, do not miss the point that it generates a draft of reply email automatically. I would like to show you the script which is configured at 'pre-processing', an automated process step, as the following. (JavaScript/ECMA)

Reference) Pre-processing for Query via Form ------------------------ 

// ==="Getting Query sentence"===
var fromname = data.get("9"); // Get data item 'Name'
var addr = data.get("13"); // Get data item 'Email Address'
var inq = data.get("14"); // Get data item 'Question'

// ==="Generating Draft of 'Reply Sentence'===
var toaddr = addr;
var subject = "Answer to your Question";
var inquiry = inq + '\n';
var inquirywithmark = inquiry.replace(/(^.*$)/gm, "> "+"$1"); // Quotation mark

var bodytextfinal = "\
\n\
\n\
Thank you very much for contacting us.\n\
\n\
\n\
\n\
Best Regards \n\
-- \n\
───────────────────────────────────\n\
Customer Service, Questetra,Inc.\n\
Email： support@questetra.com \n\
Phone： 075-205-5007 \n\
Contact Us： http://www.questetra.com/ja/contact/ \n\
Facebook： http://www.facebook.com/Questetra \n\
───────────────────────────────────\n\
\n\
\n\
";

// = Set Draft of Reply =
retVal.put("17", toaddr); // Reply To
retVal.put("20", subject); // Reply Subject
retVal.put("21", "Mr./Ms. " + fromname + bodytextfinal + toaddr + '\n' + inquirywithmark);


Reference) Pre-processing for Query via Email------------------------------ 

// ==="Getting Query sentence"===
var subject = data.get("1"); // Get data item '1. inMail Subject'
var addr = data.get("2"); // Get data item '2. inMail From'
var fromname = data.get("3"); // Get data item '3. inMail FromName'
var ccaddr= data.get("4"); // Get data item '4. inMail Cc'
var inq = data.get("6"); // Get data item '6. inMail Body'

// ==="Generating Draft of 'Reply Sentence'===
var toaddr = addr + "";
var ccaddrs = ccaddr + "";
var resubject = "Re: " + subject + "";
var toname = "Mr./Ms. " + fromname;
var inquiry = inq + '\n';
var inquirywithmark = inquiry.replace(/(^.*$)/gm, "> "+"$1"); // Quotation mark

var bodytextfinal = "\
\n\
\n\
Thank you very much for contacting us.\n\
\n\
\n\
\n\
Best Regards\n\
-- \n\
───────────────────────────────────\n\
Customer Service, Questetra,Inc.\n\
Email： support@questetra.com \n\
Phone： 075-205-5007 \n\
Contact Us： http://www.questetra.com/ja/contact/ \n\
Facebook： http://www.facebook.com/Questetra \n\
───────────────────────────────────\n\
\n\
\n\
";

// = Set Draft of Reply =
retVal.put("17", toaddr); // Reply To
if(ccaddr != null ){ retVal.put("18", ccaddrs); } // Reply Cc
retVal.put("20", resubject); // Reply Subject
retVal.put("21", toname + bodytextfinal + toaddr + '\n' + inquirywithmark );


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