When your segment is configured for the quote and follow-up process, iService will present a different interface for quote requests and regular questions. Instead of composing an answer in the rich text editor, a special quote form is substituted to gather all the inputs and select a quote template. Your organization can prepare an unlimited number of quote templates to suite the lines of business that you quote. Your quote configuration will designate special topics designed for quote requests. Any question that you receive in one of these topics will use the quote form for your answer.
Your iService administrator can create an unlimited number of quote topics dedicated to each type of quote that you send. The inputs required for the quote are customizable for each topic.
After you preview and send your quote, a copy of your quote is moved into your My Open Quotes page. You can use your My Open Quotes page to track your quotes that are waiting for customer acceptance. Actions are built into the quote ticket to send quick follow up emails and document call notes.
Your quotes will be aggregated with quotes from other agents and displayed to managers in the Manage Open Quotes page. See the Quote Admin page for details on creating quote configurations.
1.Quote Form - When you open a question in one of your quote topics, your message details panel will be replaced with a special quote form. The quote form will include inputs for all of the information needed to create your quote. Pick the appropriate stock response and then enter the required values for your quote. If the customer entered details about the request into a customer ticket form, that information will be pre-populated for you in this page.
2.Attachments - If you need to add attachments to your quote, you can drag and drop them here. Or, click this area to select them from your computer.
3.Original Question - The original question is shown below the quote form.
4.Preview Quote - After you've entered all of the inputs for your quote, click the quote preview tab to view the quote before you send it. An example of what your quote might look like is shown below.
Previewing a quote
After you have previewed your quote and are ready to send it, click the Send Quote button.
When you send a quote to your customer, iService resolves their original request. It's important to track every quote that you send and follow-up with the customer to get a decision. To facilitate that process, iService creates a new ticket for tracking your quote response. The ticket is placed into a topic designated for following up on quotes.
The My Open Quotes page with two quote topics
1.In the example above, the agent has sent quotes for two topics. A separate panel is displayed for each topic because the inputs for quotes are typically different for each topic.
2.To view a follow up ticket, click the + to expand the row.
Follow-up tickets are designed to make it easy to keep track of your efforts. They provide access to important customer information, forms to document your follow-up inquiries, and actions for sending follow up emails. All actions are includes within the quote request case.
Follow-up tickets have the following sections.
1.Message details – this section includes details about your quote and links to follow-up actions.
2.History – this tab provides the complete history for all of your interactions with this contact. This includes conversations for other topics besides the quote.
3.Contact details – you can use the contact details section to find the customer's phone number or other contact details. This is the same form as the contact details from the customer info section.
4.Forward – use the forward button to change the assignment of the follow-up ticket. If you unassign the ticket from yourself, it will be removed from your my open quotes page.
5.Agent email – use this action to send a quick email to the customer.
6.Note – use the note action to document your call notes when making follow-up calls.
7.Close – use the close button when the quote has been won or lost. This button opens a new panel where you can document the resolution for your quote.
8.Details and attachments – this section provides details about the tracking ticket and copies of attachments from the quote.
9.Interaction properties – this is the standard interaction properties tab that you see on any question. This will include all of the quote inputs and any other custom properties that were associated with this quote queue.
10.Quote body – this is a copy of the quote that you sent to the customer.
Your quote will eventually be either accepted or rejected. When that happens you will want to close the follow-up ticket and document the resolution. When you click the Close button in the tracking ticket, a resolve panel will open and give you an opportunity to document the final resolution. You can set a tracking code (e.g., "Won" or "Lost") to provide detailed metrics on your quote success.