Customer Communications Tool // How do I create Communication Templates?
To begin creating or editing Customer Communication Templates, select the Communication Template option from the Setup section of the Citrus-Lime POS menu :
Figure 1 : Select Communication Templates from the Citrus-Lime POS menu
From the Communication Templates screen, you can create new, edit or delete existing templates.
Figure 2 : Create new, edit or delete existing templates from the Communications Template summary screen
Create a New Communication Template
To create a New Communication Template, click the New button on the Communication Templates summary screen :
Figure 3 : Click the New button to begin creating a new communication template
Clicking the New button will open the Template Editor panel :
Figure 4 : The Template Editor panel
A Communication Template is made up of four (4) parts :
This is the name you give the template to make locating it in Citrus-Lime Back Office or when selecting a template from the drop-down provided (when using the feature to send a communication or record a note against the customer account). Your customer will never see the Title.
There are three (3) Communication Types :
Note? : A 'Note' is used to record a note against the customer record. This is most commonly used following a telephone call from or to the customer.
'Subject' is used to describe the context of the communication. It is also used as the Subject Line of an Email communication.
IMPORTANT : When used in conjunction with an Email communication, the Subject is sent to the customer. Be mindful when using this feature :)
This is the main body of content that makes up the communication template. You do not need to add Greetings (eg : "Dear Mr Doe", "Hi John") or Signatures to your template Content, this is done automatically by the Customer Communications feature when you are using the feature. However, you are advised to complete the Content with a Sign Off that matches the tone of your business. For example, you may be more of a "Kind Regards" company than a "Yours Sincerely". You could be a "Cheers" type of organisation. There's so many variations in style, we chose not to implement a feature that makes you sound like something other than yourself!
You can create as many templates as you see fit but we have included an example of a typical template use for Email, SMS and Note below ...
Example of Communication Template : Email
Figure 5 : Example of a typical Email Communication Template set-up
Example of Communication Template : SMS
Figure 6 : Example of a typical SMS Communication Template set-up
Example of Communication Template : Note
Figure 7 : Example of a typical Note-style Communication Template set-up
In regards to Note-style communication templates, it is likely that the content would be blank (as per Figure 7 above) because notes can be taken for virtually anything.
However, a template can be a time saver if used to set things like the the Subject field. For example, by keeping this consistent it makes for easy filtering when looking for a historical customer interaction recorded against the customer account in Citrus-Lime POS back-office. If a customer is calling in to discuss an ongoing matter, then time spent locating the interaction being discussed could be the difference between a good customer experience and a bad one - particularly if it is a Customer Service issue (incorrect item shipped, missing parcels, that kind of thing).
Once you are satisfied that your template is ready for use, click the Save Template button provided beneath the Content field :
Figure 8 : Click Save Template to record your template in the Citrus-Lime POS database
Your Communication Template is now available to users of the Customer Communications feature.