Customer Service Templates

In the Customer Service Templates section, users can create Customer Service Templates to be used together with Email Templates.

1. Users have to link the Customer Service template to email templates by adding the specific Customer Service email variables to each email template

2. Include the Customer Service template into the Campaign Setting page

3. By editing any of the information of the Customer Service template, all email templated connected to this template will have the data change as specified by the user.

Where the Customer Service Templates section is located

1. Log in to CRM and go to the left-side menu

2. Click on the Campaign Management section

3. Then, hit Customer Service Templates.

How to set up a Customer Service Template

1. Create a new Customer Service Template

1. Click on the + Create New button

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2. The user is redirected to a new page where, by filling in all details requested, a new Customer Service Template will be created

3. They need to fill in all the information requested, such as:

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   1. Template Name

   2. Headline: here users can add the email headline that will pop up in the Email Template, replacing the Email Variable CSTemplateHeadline

   3. Subtitle: here users can add the email subtitle that will pop up in the Email Template, replacing the Email Variable CSTemplateSubtitle

   4. Email: here users can add the email address (e.g. the Customer Service email address) that will pop up in the Email Template, replacing the Email Variable CSTemplateEmail

   5. Phone number: here users can add the phone number (e.g. the Customer Service contact number) that will pop up in the Email Template, replacing the Email Variable CSTemplatePhoneNumber

   6. Address: here users can add the address (e.g. the business address) that will pop up in the Email Template, replacing the Email Variable CSTemplateAddress

   7. CallToAction button label: type the name that will be added to the CTA button on the Email Template, if available (e.g. the FAQs button that redirects to the FAQs page)

   8. CallToAction button url: the URL where users are redirected once they click on the CTA button, if available (e.g. be redirected to the FAQs page after clicking on the FAQ button)

   9. Unsubscribe label: type the name that will be added to the Unsubscribe CTA button on the Email Template, if available (e.g. the Unsubscribe button that redirects to the Unsubscribe page). This label will replace the Email Variable CSTemplateUnsubscribeLabel.

   10. Unsubscribe url: the URL where users are redirected once they click on the CTA button, if available (e.g. be redirected to the Unsubscribe page after clicking on the Unsubscribe button)

   11. Image url: here users can add the URL of the image (e.g. the logo of the product) that will pop up in the Email Template, replacing the Email Variable CSTemplateImageUrl

   12. Is Active toggle has to be turned ON

4. Once all details have been filled in, click on the Save button.

2. Add the emails Customer Service Templates in the campaign

1. Login into CRM

2. Go and click on the Campaign Management section

3. Hit Settings

4. Then click on the campaign name | Edit button that you need to edit or click on the + Create New button if you need to build a new one

5. In the Campaign Settings page, select the Email Settings

6. Then click on the Customer service template for this campaign field and pick one of the options displayed on the drop-down menu

7. Click on the Save button (or Create, if it’s a new campaign)

3. Add the Customer Service Variable in the Email Templates of the Campaign(s)

To finalize the set-up of the Customer Service template, the specific Customer Service Email Variable must be added in the body of each email template listed in the campaign, where the Customer Service Template has been included.

1. Login into CRM

2. Go and click on the Campaign Management section

3. Then Email Template

4. Click on the email template name | Edit button to open the Email Template Setting page

5. On the Email Template Setting page, add the specific *Customer Service Email Variable in the correct space, where the variable will automatically be replaced by the information set up in the Customer Service Template that was added in the campaign.

6. Click on the Save button

Example

It is requested to change the image of the email templates in the campaign, so if the Customer Service template has been configured for a campaign and a set of emails, the user should:

1. Go to the Campaign Management section

2. Then click on the Customer Service Template

3. Click on the email template name | Edit button to open the Email Template Setting page

4. Change the URL of the image in the related field

5. Hit the Save button

6. As a result, all email templates that have been set up in the campaign and that have the Customer Service Email Variable placed in the email template body, where the image should be, then the customer will receive the email which has the updated image that replaced the variable

*Customer Service Email Variables

• @CSTemplateHeadline

• @CSTemplatePhoneNumber

• @CSTemplateAddress

• @CSTemplateSubtitle

• @CSTemplateEmail

• @CSTemplateCallToActionButtonLabel

• @CSTemplateCallToActionButtonUrl

• @CSTemplateUnsubscribeLabel

• @CSTemplateUnsubscribeUrl

• @CSTemplateImageUrl

Editing an existing Customer Service Template

1. Click on the Editing button

2. Make the changes

3. Click on the Save button