Your CRM, part 4: orders, and your agent using the CRM

Chapters

1. 0:00Orders: what customers bought, from the console or from a call with your agent. Let's take one for a customer on the phone.
2. 0:09Search the catalog and add the products. For each one choose the size and colour, and the quantity. Prices come from your catalog.
3. 0:20The total adds up as you go. Choose the customer, the delivery address for cash on delivery, and your own order fields, like gift wrap.
4. 0:31Place the order. The stock is held right away, so nobody else can buy the last piece meanwhile.
5. 0:38As it moves, update it: confirmed, shipped, delivered, and the payment once it's paid.
6. 0:45If a customer cancels, cancel the order. Its stock goes back to the catalog on its own.
7. 0:52Filter by status or payment, or search by order number, name, phone or product.
8. 1:00Now your agent. On its Tools tab, turn on the CRM and tick what it may do: save the caller's details, check the catalog and stock, free times, book, take orders, and tell callers about their bookings and orders.
9. 1:17Moving and cancelling bookings are off by default: turn them on only if callers may change their own. The agent only ever sees the caller's own records.
10. 1:28With this on, each call is saved on the caller's contact, with what the agent learnt. Save the agent.
11. 1:37Now when a customer calls, the agent finds their size, checks stock, takes the order and saves it here, like this one it took on a call. That's your CRM.