Using Ext JS, Slack, Zapier & Chatlio to build a Customer Service Management portal

Öresund Sencha & HTML5 Meetup.

Transcript

1. Using Ext JS, Slack, Zapier & Chatlio to build a Customer Service Management portal Emil Pennlöv, 20170405
2. Emil Pennlöv Team Leader @ Orango Web, mobile & UX for enterprise applications
3. Customer Service Management Habo o Wholesale, door handles, locks etc. Agent o Employee @ Habo Reseller o Reclaim, order, support
4. Starting point Customer sends e-mail or calls support/sales Unstructured & fragmented data Challenges during vacations or on personnel change No way to follow up on efficiency
5. Requirements Handle e-mail & chat-sessions Store data in Bison ERP Easy to use Reports & statistics
6. Chat window Slack Chatlio Zapier E-mail client Customer Agent Structured data Workflows Bison ERP CSM
7. System A x System B y Automated workflows Zapier If This Then That Microsoft Flow { "FROM": "abc@mail.com", "MESSAGE": "Hello world …" }
8. E-mail workflow Hi! I would like to return two door handles, is that ok? / Olle Olle, your question is received! We will get back to you as soon as possible! Your ticket number is: 18843 … Best regards Kundtjänst/Ordermottagning/Innesälj Habo Gruppen AB
9. E-mail workflow Customer sends e-mail to support E-mail redirects to Zapier which extracts data Zapier calls REST API in Bison with structured e-mail data Bison stores data, file(s), creates ticket & responds Customer receives response Agent sees the ticket in CSM-portal
13. Chat workflow
14. Chat workflow Agent activates/deactivates chat window (Chatlio) from Slack Customer chats from web page Agent uses Slack as chat client Agent saves chat session to Bison via Chatlio web hook A new ticket is created in CSM-portal
17. Bonus features
18. Summary Challenges o Ping pong o Encodings & message lengths Rewards o Centralized & structured data o Best of breed SaaS, easy to replace o Happy customers & happy support team
19. https://speakerdeck.com/emilpennlov/