Client Enquiries

It's important to to keep track of client enquiries, internal discussions, and all interactions. By recording this information, advisors can work more efficiently, maintain audit logs, and, most importantly, provide clients with the best possible experience.

1. Forms

These are configurable forms, which can either be embedded into a website via iFrame, or shared with a standalone link. Clients can fill out and submit forms, which becomes a new enquiry in Simfuni. For assistance in creating or editing forms, please contact us.

2. Enquiry management

This page allows you to view, assign, and manage all form enquiries. It's the perfect place for storing and tracking enquiry-related details. Operators can log information such as call details, dates, times, and relevant notes.

Enquiry list

To get started, visit the enquiries list by clicking enquiries on the left menu

The list shows all form submissions, with the ability to view, sort, filter and assign enquiries to users.

Assigning enquiries to users

Each enquiry can be assigned to a user. This is particularly useful in teams where certain staff are better suited to handle specific enquiries, to help balance workloads, or when an enquiry may move between staff while being serviced. Please note that assigning a ticket does not automatically notify the user. Assigned users can find their enquiries by visiting the enquiries page and using the assignee filter to search by their name.

Enquiry statuses

An enquiry can have a specific status, to help track its progress. Available statuses are:

• New (default status for new enquiries)
• In progress
• On hold
• Spam
• Closed

Individual enquiry page

This shows all information relating to each enquiry. The original form submission can be viewed along with all activity and updates. Users can also update the status, assignee, and add other information through the activity timeline.

Activity

The activity timeline shows the a record of any updates related to the enquiry.

Certain activities are logged automatically, such as assignee and status changes, however there are also activities that can be logged manually. These are:

• Contact with clients with which may be:
  • Calls:
  • Emails
  • SMS messages
• Internal notes

To add activity, click on the log activity drop down, select a type, and fill out the relevant activity information