Vembu CRM is getting a brand new look that promises an improved user experience for customers. As we mentioned earlier, Vembu CRM is now a combination of three powerful tools which is about to change businesses from the way they used to be:
- Vembu HelpDesk
- Vembu SocialDesk
- Vembu SalesDesk
As a part of Vembu CRM enhancement, customers can now have custom mail servers for Vembu HelpDesk; Having personal mail server for support ticket management ensures a sealed, sturdy support environment that remains more active.
Difference between Old and New Vembu CRM:
- In our previous Vembu CRM model, customers are required to have their personal email IDs configured with Vembu HelpDesk(i.e) provide email credentials to fetch support emails from their mail boxes.
- However, changing user credentials of personal emails will create instability on fetching support emails for Vembu HelpDesk. Users are required to change the credential information manually on Vembu HelpDesk too.
- But in the new model for Vembu HelpDesk, this process is being enhanced to avoid disruptions on email fetching. Customers are required to create their very own custom email IDs for Vembu HelpDesk, while automating support ticket fetching by enabling email forward option on personal email IDs to Vembu custom mail servers.
Migration Process from old to new Vembu CRM:
Login to your Vembu CRM account.
Profile configuration:
Go to the following link, for editing company profile: https://crm.vembu.com/wizard.html#profile
Once done filling profile information(Company and Personal profiles), Proceed with email configuration.
Email Configuration:
Vembu HelpDesk provides IMAP based email fetching. In order to get tickets fetched, you need to configure your email in Vembu HelpDesk at first place.
Vembu HelpDesk offers its very own customizable email domain(vembudesk.com) that supports handling unlimited email addresses within the domain.
While signing up to Vembu CRM, create your support email in Wizard page with appropriate mail index(for example: support, sales, marketing) and domain name.
Once done with mailbox name, click ‘Setup VembuDesk Mailbox’ for mailbox creation. Your VembuDesk support email account will be created.
The created mail ID can be like: support@yourcompanyname.vembudesk.com. Now proceed to Add agents.
Agent Adding:
This page will help you to invite additional support agents who are bound to handle customer tickets.
You can add multiple users, by entering email addresses separated by commas.
Once done with the list, click ‘Invite users’ to send invites to your support agents.
Options to add, edit and remove users can also be done later. Now proceed with Get started option.
Getting Started- Adding Groups, Products and Mapping accounts:
With Add Support group option, you can add multiple support groups as per your requirement for classifying agents and categorizing tickets.
With Add product option, list of products/services provided by a company can be added.
Map support emails option helps you map different support email IDs to respective product and support groups as per your requirement.
For example, a mail received to the following email ID: sales@companyname.com can be mapped to a group named sales, whereas a mail sent to email ID: marketing@companyname.com will be mapped to a separate group named marketing.
This way, categorizing customer tickets and managing them can be simplified.
Configuring Multiple Support emails:
Responding customer queries should be handled and sent via appropriate mail IDs as per the tickets raised. In order to do that, you need to add ‘n’ support emails to Vembu HelpDesk.
Once logged in to Vembu CRM, go to ‘Settings –> Email Settings’ under Vembu HelpDesk tab.
Click ‘Add Support Email’ option and add ‘n’ support email IDs as per requirement.
These added support email IDs can be selected appropriately from a list of IDs, while responding a customer query.
Email Forwarding:
Once done with the configuration process, all you have to do is complete one step to make the process complete.
Log in to the ‘n’ number of support email IDs you configured with Vembu HelpDesk and enable email forwarding option.
Enter the created VembuDesk email ID as your forwarding email address. For example: support@yourcompanyname.vembudesk.com
Once done configuring email forwarding, save the settings and do send a test mail.
Once you receive the test mail in your Vembu HelpDesk, you are good to go.
Now get started in resolving customer queries and expand your customer base. Make sure you provide a customer-friendly environment in your support response for a happily-ever after business story.
Go questions? Email vembu-support@vembu.com for answers.
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