CS Portal Overview
CS Portal is a system integrates systems we use in order to make supporting customers telephonically or via email much easier.
The systems incorporated are the following:
- TAL Admin (limited feature set) still used by TL’s
- MR D Express
- Returns Admin in TAL Admin
ABOUT CS PORTAL - LEARNING TO NAVIGATE
CS Portal is divided into sections and has various features which make navigation easy and allows the user to learn at their own pace.
Colours - are used to provide the user with clues when looking at a customer profile, order or a return.
Icons - are used to indicate action menu, information or click-throughs to other systems.
Arrows - are used to help with navigation, clicking on an arrow, it will drop down a list subsection in the customer or order view.
Tick boxes - are used to filter active order or returns, in order to simplify your search during contact handling. It allows you to quickly identify an order still in flight ( not delivered/collected)
SMART SEARCH - Search for a customer name & surname, email address, Customer ID, phone number, order number, RRN, MDX number or S-Label
SEARCH - Dropdown allows you to search by Customer, Order or Voucher
The CS Portal search function has been extended to include a “search all” option. This allows for searching on non-specific items.
Enter any criteria (name, telephone number, email address, order number, RRN, MDX, etc) when this option is selected, and the search will either:
- Redirect to the relevant item (if a single match is found), or,
- Provide a list of options (when more than one possible matches are found)
Example: Searching for 4132250 could result in finding both a Customer with id 4132250 and an Order with id 4132250.
CUSTOMER SECTION - provides a view of the customer lifetime transactional history with takealot.com
The subsections have applied filters with arrows in order to navigate easier and they are:
- Customer profile
- Contact Details
- Cart & Promotions tab
- Wish List
- Newsletter Preferences
- Customer Timeline
- Customer notes
- Address book
- Account Credit
- Order History
- Return History
- Refund History
- Coupon History
- Zendesk Customer tickets
ORDER SECTION - Provides a view of order lifecycle and delivery or collection information.
- Customer & Order profile
- Contact Details
- Order Fulfilment
- Delivery /Collection timeline
- Order tracking
- Order item timeline
- Promotions tab
- Admin Order notes
- Order Emails
- Order Tickets
- Order Breakdown -financials
- Loyalty Programme
RETURNS SECTION - Provides a view of return lifecycle and returns collection/drop off information
- Returns summary view
- Returns detail- customer/agent
- Order and product info
- Returns Details
- Return Notes
- Returns notes
- Returns logs
- Item acceptance