Communicating with your customers while staying organized has never been easier with Volusion’s CRM, or Customer Relationship Management system, by your side. Check out this post to learn how to set it up, view and respond to tickets and even learn about a few advanced settings.
As an online business owner, you can bet that you'll be hearing from your customers. Whether it's questions about your products or requests for more information on their order, you're sure to get all sorts of contacts. And when you do, you have your Volusion store's CRM to easily sort it out.
CRM stands for Customer Relationship Management System, and it's your way of managing all customer correspondences in one convenient place. When you get a customer inquiry, it'll show you who the client is, how much they have purchased with you, when their first purchase was and how many correspondences you've had with them, all in one page. You can think of the CRM like an email client within your store admin, specifically geared toward giving you the most relevant information needed to best communicate with your customers.
Now that we know what the tool does, let's learn a little more about setting it up so we can start using it.
How do I set up my store's CRM?
To set up the CRM, you'll need to:
- Configure "departments" for the CRM to sort emails into
- Connect the CRM to one or more email addresses that will be associated with your store
Let's first tackle setting up departments.
Setting up CRM departments
One of the CRM's main benefits is how it can automatically sort all emails you receive into different departments. You can think of a department like a category. For example, say you have you have three different store emails, firstname.lastname@example.org, email@example.com and firstname.lastname@example.org. You can set it up so that emails sent to email@example.com and firstname.lastname@example.org go to one department, while emails sent to email@example.com go to another.
To make a department, head over to your store admin and go to Customers > CRM System. From there, click on the Manage Departments tab and click on the Add button. Then, simply fill out a Private Name and Public Name for the department, and hit save. (The Private Name is what the department goes by in your admin, and is only visible those in your store admin. The Public Name, on the other hand, will be the name customers see when they send emails to or receive emails from your store.)
As for what departments you create, some ideas could be Returns, Customer Service and Support. However, you can make any department your business may need, with the maximum number of departments being 40.
Now that your departments are set up, let's get the CRM connected to your email accounts.
Setting up CRM email settings
In order to connect the CRM to an email address, you'll first want to create some Volusion email addresses to connect to. Once you have the email addresses created, go to your store admin and find Customers > CRM System. Then click on the POP3 Settings tab and click on the Add button to add a new email. You can find the details of how to fill out your email account settings in a table in our CRM Knowledge Base article. After you've filled them out, be sure to hit Save.
Note: If you want to connect a non-Volusion email to your CRM, keep in mind that some email systems require extra security measures, like SSL certificates, in order to communicate with third party systems. (Google's Gmail is a prime example of this.) The Volusion CRM does not support SSL integration, so it can't connect with these types of email systems. If you'd like to use a third-party email address, be sure to check out their requirements beforehand to make sure their requirements match up.
How do I view a ticket?
With your departments and emails set up, any messages sent to any of the connected emails will automatically be sorted into their proper departments and show up in the CRM System page.
Messages that have been logged in the CRM are called "tickets," and each ticket is assigned a ticket number which both administrators and customers can identify it by. The ticket number is also what you'll click on in the CRM table in order to see that ticket's contents. When you view a ticket, you'll be able to see the entire correspondence history, including all messages sent to the customer, all of their replies and any notes or tasks you've left yourself.
For easy access to information, tickets are split into two sections: the customer information area and the ticket correspondence area.
The customer information area gives you all of the customer's basic information, like name and email, if they're registered with your store. If the customer isn't registered with your site, you can click Assign a Customer ID to this Email to create a customer ID for that individual or organization.
The second area, the ticket correspondence area, is where you can configure settings for that ticket, as well as where you can add private notes, set a notification, delete the ticket, link files to the ticket and reply.
How do I reply to a ticket?
To reply to a ticket, click on the ticket number to pull up its details. Then, navigate to its ticket correspondence area, where you'll find the Post a Reply section. Here, not only can you craft and send a reply, but you can also add a private note or action item that can only be seen from the store admin.
You can create a private note by selecting the Add Private Note tab next to the Reply tab, specifying the point of contact that provided the source of your private note. (For example, perhaps your customer mentioned something in a phone call that you'd like to take note of.) To create an action item, select the Add Follower-Up link below the Reply box, then fill out the action to be taken and a deadline.
What are some tips and tricks I should know about the CRM?
Since the CRM is as comprehensive as it is, there are plenty of advanced features that can make running your business even easier. Here are just a few to get you started:
Inbound rules: Similar to creating a filter in a typical email client, inbound rules allow further filtering of incoming messages. For example, if your store email starts getting spam from a certain email address, you could create an inbound rule that would automatically delete all messages from that email address.
Customer groups: If you want to keep track of a group of customers as a whole, you can create a customer group. These groups make it easier to compare the tickets of all customers included, which would come in handy if, say, you were particularly interested in the feedback you were getting from customers in Michigan.
Batch processing: Answering a lot of tickets that ask the same question or request the same information has never been easier. Simply select the check boxes next to each order you'd like to process, choose an action from the Batch Action dropdown menu and hit Save.
Overall, Volusion’s CRM is a full-fledged customer correspondence system that helps you keep track and respond to all incoming and outgoing messages. It's there to help things run smoothly, so don't be afraid to customize it to your heart's content.
-Gracelyn Tan, Volusion