Document Review
This document is intended to introduce how to manage the customer support tickets from the customer mobile apps and how to leave message on the kiosk touchscreen when kiosk is out of service.
Manage customer support tickets reported in customer mobile apps
Kiosk customers can see the contact email and phone number when kiosk is in “out of service” mode, the customer can reach operator by those contact information.
Mobile app customer can submit customer ticket for a specified order or just come up with open feedback to the operator. And the customer ticket guidance can be set in the KioCafe Management System. The customer tickets can be seen in the KioCafe Mangement System. Also the customer ticket can be sent to the operator email, the email subscription can be set the KioCafe Management System.
Vendor sets up customer ticket categories. ‘KioCafe Management System’ → ‘Help’ → ‘Help Issue Management’.
| |
Customer selects the issue category or add comment to report feedback to the vendor. Select ‘App home screen’ → ‘Help’ Or ‘App order detail’ → ‘Help with an order’
|
|
Operator sees the customer tickets in vendor portal ‘KioCafe Management System’ → ‘Help’ → ‘Reported Issues’.
|
|
Operator sees the customer tickets in the KCM Manager app notification and email notification.
|
|
Set message on touchscreen when kiosk is out of service
Kiosk customers can see the contact email and phone number when kiosk is in “out of service” mode, the customer can reach operator by those contact information.
‘KioCafe Management System’ → ‘CCM’ → ‘Kisok Profile Management’ → ‘Kiosk Profile Detail’ → ‘Kiosk Parameters’ → ‘Out of Service Message’. *This change needs to update kiosk profile of kiosk to take effect.
|
|
