Are you part of a customer service team, or just generally in touch with clients, answering their questions on a daily basis? If so, you've come to the right page! Find out how Teamleader can help you provide your clients with the best service.
The modules we will discuss here are:
Companies and Contacts
Calendar and Timesheets
Companies and Contacts:
On every company and contact page you have access to all your client's information:
General contact info (name, address, etc.)
Extra info that you or your colleagues might have entered (ie. custom fields about interests, best time to contact etc.)
Sent and received emails
If applicable, you will find related deals, invoices, projects and tickets. Also open tasks, meetings and calls will be shown on this page.
In short, your CRM contains all the information you need about a client.
Pro-tip: involve your colleagues
Your tracking shows all previous contact moments with a person, but if you have questions for a colleague, just involve them by using the @-sign in the notifications box and typing their name. They'll receive a mail with the question you fill in here:
Calendar and Timesheets:
Using your calendar actively obviously allows you to have a clear idea of what you have to work on and when. But in Teamleader it serves the additional purpose of timetracking your hours spent working.
The idea is that you plan the calls, meetings and tasks that you have to do on a daily basis, and that you track time when they're finished, so that you get an overview of what clients you spent most of your time on and what they need from you the most.
You can see this last part if you navigate to the Timesheets module.
If needed, you can also export your timesheets to Excel to make your own calculations.
If you regularly call clients, we encourage you to check out one of our VoIP integrations.
They allow you to receive and make calls in Teamleader itself, and even from your mobile phone. Call results and their description will be in the tracking of a clients’ page too, so that you never miss a conversation again.
The ticketing module will no doubt be the module that you will mostly use. Here, you'll receive all emails with questions from your customers, and you will be able to distribute them among the users. Open tickets will be displayed on the client’s page, and the closed ones will appear in the tracking as well.
Other things that you can do with this module are:
Create custom statuses in Settings - Tickets.
- Write internal notes within the tickets to communicate something to a colleague. If needed, you can set ‘Internal note’ as default rather than the direct answer:
If you want someone external to reply to the ticket, enable the ‘third party’ feature. This will allow you to forward the ticket to a third party in your CRM.
Set an automatic reply to your tickets, so that after your client has mailed you, she receives an automatic reply letting him/her know you have received it. If you use a knowledge base, you could add the link so that they find answers in no time!
If you get certain questions often, we encourage you to work smarter and create generic replies you can select via the 'Choose a template' button.
In the overview, decide what columns you want to see by clicking on the wrench in the bottom right of your overv. Also, if you click on the titles of the columns, you can adjust how tickets are listed (i.e click on ‘Last message’ if you want to see the last messages first)
Timetracking on tickets
If you plan on invoicing your support efforts, you may want to track time on tickets.
You'll have to Create a task linked to the tickets. At the bottom of the ticket page you will find a + button that allows you create a task for a colleague or yourself. You can track time by finishing these tasks. The registred time will appear on top of the ticket page.
Under Insights > Tickets, you will find a wide range of ticket stats that will help you fully understand what the customer service performance of your company is.