Welcome to the "Agent Bible" - Your Single Source of Truth
This portal is designed to provide you with everything you need to resolve customer issues efficiently, professionally, and consistently.
The Full Customer Journey: Step-by-Step
- Initial Call & CRM Entry:
- Agent greets the customer and opens the correct Playbook below.
- While talking, agent enters customer details into the custom front-end panel. This automatically creates a lead in the CRM.
- Follow Sales Script: Agent follows the sales phases in the playbook to build trust and present the service plans.
- Request & Send Payment Link:
- Once the customer chooses a plan, Agent requests the secure payment link from the manager.
- Agent uses the "Guiding Customer for Payment" script to explain the process and the 'RK Software Solution' branding on the payment page.
- Handoff to Team Leader (TL) After Payment:
- After successful payment, Agent's job is to notify the **Team Leader (Abhishek)** with the customer's name, plan chosen, and amount paid.
- Team Leader's Actions (Invoice & CRM Update):
- The Team Leader will then use the Document Generator to create the Invoice PDF.
- TL sends the official branded invoice to the customer from Webmail (`support@camhelpdesk.live`).
- TL logs into Zoho CRM directly, marks the sale as "Won," and attaches the invoice and payment confirmation.
- Fix the Issue: While the TL is doing the documentation, the **Agent** proceeds with the step-by-step Troubleshooting Module to resolve the customer's problem.
- Confirm Fix & Final Handoff:
- After the fix is complete and the customer is happy, the **Agent** informs the **Team Leader** again.
- Team Leader's Final Action (Confirmation Email):
- The Team Leader will then use the Document Generator to create the "Issue Resolution Confirmation" email content and send it to the customer.