¶ Introduction
JOIN Customer Contact (JKC) is a comprehensive customer contact system that can be used in both small, medium and large organizations. JOIN Customer Contact supports all the direct channels that front-office employees face. Think of: desk, phone, email, chat, location-based information, referrals and scheduling appointments and messages that come in through social media channels such as Facebook and Twitter.
¶ Release 2020.9
All information about the most recent version of JOIN Customer Contact can be found here
The highlights of the new release can be found below
Automatic suggestions
From this version, Join Customer Contact supports the user by actively analyzing the content that is used during the customer contact. Based on the content, suggestions are automatically made to the user. Content of customer messages such as E-mails, Tweets, Facebook messages and chats are automatically checked for relevant keywords. The keywords lead to suggestions for treatment, internal tips, employees with expertise, etc.
Viewer
From this version an extra consultation screen has been added to Join Customer Contact. Information can thus remain in view for the user while other information can be viewed at the same time. For example, the customer view can be available on the screen, while a theme page or product page or employee information can also be displayed.
Email templates and merge fields
From this version, E-mail templates can be provided with the following standard data: • AAN field can be filled with standard recipients • Subject field can be filled in with a standard subject • Attachments can be added. E-mail templates can also be provided with merge fields. As a result, customer (persons and organization) data is automatically entered in the E-mail.
¶ Release 2020.1
All information about the most recent version of JOIN Customer Contact can be found here
The highlights of the new release can be found below
minimize screens
In the latest version of Join Customer Contact, screens such as the callback note screen, appointment screen, information requests, etc. can be minimized.
This allows information consulted during the customer contact to be read during the process of creating, for example, a callback note, information request or E-mail.
Phone call including session transfer
Customer contact can lead to a transfer to a specialist in a specialist department.
All information that has already been discussed and collected in the first line can now be passed on to another user via Join Customer Contact together with the phone call. The recipient is thus aware of the content of the conversation that the customer already had with the colleague in primary care. As a result, the total customer contact will be better and faster.
Default Organization Style for Email Templates
E-mails regularly contain text that comes from another source by the JKC user via copy / paste. The effect of this was often that the customer received a mishmash of fonts, size and color. This is often at odds with the intended organization-wide communication style.
This version of Join Customer Contact makes it possible to set a preferred style once. This is then always applied when sending an E-mail.
¶ Release 2019.4
The highlights of this release can be found below
New icons
The icons have been adjusted in the latest version of Join Klantcontact. These have now been aligned with the rest of the Join Suite, increasing recognisability and usability.
Tagging
Another functionality that we are very proud of is the Tagging options. #Hashtags opens up a new world for automatically capturing topics during a customer contact. The system recognizes the #Hashtags you set in all the information you use, from Email Content to Product Information to Social Media Messages. All sources are analyzed during the customer contact and lead to the addition of #Hashtags to the contact session. Of course you can search contact history for contact moments where certain #Hashtags have been used. A popular #Hashtag report has also been added to the standard reports.
Create letters
Creating letters is another new feature in the system. The letter templates are similar to the E-mail templates where merge fields can be used so that customer data is automatically filled in.
¶ Peel for information sources from one central application
JOIN Customer Contact is a shell for all sources of information from an organization. Customer questions that come through one of the channels can be fully addressed within JKC. It is therefore no longer necessary to open all these different sources of information and look up the information envisaged. As a result, front-office employees are less likely to connect to the back office because they have a lot of information at their disposal directly.
¶ Management reports
JOIN Customer Contact also generates clear management reports. These reports include, among other things, the lead time of calls, the relationship between direct and indirect handling and the number of outstanding tasks. In this way, you as an organization can immediately identify problems related to customer contact and address them immediately. In this way, you immediately improve your customer contact.
¶ Available both as a Cloud and on premise solution
JOIN Customer Contact is available both on premise and as a Cloud solution. If you choose the Cloud solution, you’ll always be working with the latest version and you won’t have to worry about updates and other management issues. In addition, all your data is stored securely in a Dutch cloud environment and has the right security certificates.
¶ Links
JOIN Customer Contact can link with many systems. on the right under ‘Links’ you will find a list of realized links.
¶ Feature list
- Add Notes
- All Sources
- Dashboard
- Open Tasks
- Contact history
- News
- Theme pages
- Callback note
- Appointment
- End Session
- Staff members
- Products
- Question and answer
- People
- Details Theme pages
- Organizations
- Matter
- Document
- File
- Locations
- All Sources
- Telephony
- Reports
- Hot Keys
- Manual
- Customer cases
- Customers
- Links
- Employees
- Reports
- Roadmap
- Shortcuts
- add theme
- Handling Task
- Task Forward
- Add callback note
- Cases
- Search Result Emails
- Search result Notes
- Search result TICKET
- Search Result Theme
- Search result questionanswer
- Upgrade manual JOIN Customer contact
- Add Assignment
- Add Issue
- Eform
- Add Information Request
- Add cases
- Add document
- Scan basket
- Add Organization
- Add Person
- Manage Local Group
- Send via Email
- Eform
- Role Preferences
- Error popup
- Search result socialmedia
- Search result post
- Search result product
- Outbox
- Mailbox preferences
- Downloading
- Add ticket
- Add Socialmedia
- Manage Theme block privilege
- Link contact info
- Search result person
- Search result file
- Search result link
- Search result issue
- Add Suggestion
- Ticket Forward
- Session Item list
- Add Appointment
- Add File
- AddLink
- Search Result Organization
- Search Result Case
- Search Result Document
- Search Result Contact History
- Search Result Question Answer
- Search Result Links
- Search Result Task
- Search Result File
- Bulk Delete Contact History
- Bulk Delete Social Media
- Bulk Reply Social Media
- Bulk Delete Social Media
- Hold Session
- Social Media forward