[ADD] eCommerce: customer interaction

Adding a page on customer interaction and adding redirects. Forward to
master.

closes odoo/documentation#3775

Taskid: 3224716
Signed-off-by: Antoine Vandevenne (anv) <anv@odoo.com>

content/applications/websites/ecommerce/ecommerce_management.rst

@@ -9,3 +9,4 @@ eCommerce management
 
    ecommerce_management/order_handling
    ecommerce_management/customer_accounts
+   ecommerce_management/customer_interaction

content/applications/websites/ecommerce/ecommerce_management/customer_interaction.rst

@@ -0,0 +1,116 @@
+====================
+Customer interaction
+====================
+
+Odoo offers many ways to interact with customers and for customers to interact with your website.
+
+.. _product-reviews:
+
+Product reviews
+===============
+
+Customers can give a rating to your products. This is a great way to promote your products or
+services since reviews can influence purchase processes. To activate the **rating** feature, from
+your **shop page**, select a product, go to :menuselection:`Edit --> Customize` and enable
+:guilabel:`Rating`.
+
+.. image:: customer_interaction/interaction-rating.png
+   :align: center
+   :alt: Rating of a product on the product page
+
+.. note::
+   Only portal users which purchased the product or service can leave ratings.
+
+.. tip::
+   Customer reviews can be hidden by clicking the :guilabel:`Visible` button next to a published
+   review.
+
+Live chat
+=========
+
+A chatbot is available and can simulate a human-like conversation with website visitors via text
+messages in a chat box.
+
+.. seealso::
+   - :doc:`../../livechat/overview/get_started`
+   - :doc:`../../livechat/overview/ratings`
+   - :doc:`../../livechat/overview/responses`
+
+.. _contact-form:
+
+Contact forms
+=============
+
+Helpdesk
+--------
+
+Customers may need support after purchasing a product or subscribing to a service. It is possible to
+create a **contact form**, which, when fulfilled, automatically creates a new ticket for your
+**support team**.
+
+.. image:: customer_interaction/interaction-form.png
+   :align: center
+   :alt: Contact form to submit a ticket to the support team
+
+To add a contact form, **create** a new page (:menuselection:`+ New --> Page`) if necessary, and
+drag and drop a :guilabel:`Form` block from the :guilabel:`Dynamic Content` section onto the page.
+Once placed, click on the form (while in :guilabel:`Edit` mode), and in the :guilabel:`Action`
+field, select :guilabel:`Create a Ticket`. You can then select to which :guilabel:`Helpdesk team`
+the ticket should be assigned.
+
+.. image:: customer_interaction/interaction-ticket.png
+   :align: center
+   :alt: Action field to create a task upon submitting a form
+
+Contact us
+----------
+
+A 'Contact Us' page makes it easier for customers and prospects to contact your company and get in
+touch.
+
+To have a 'Contact Us' page, create a new page (:menuselection:`+ New --> Page`) if necessary, and
+click on :menuselection:`Edit --> Customize`. Then, drag and drop a :guilabel:`Form` block onto the
+page. Select the form and define the action to be performed when submitted in the :guilabel:`Action`
+field.
+
+When clicking on a field, or when adding a new field (:guilabel:`+ Field`), you can select its
+:guilabel:`Type`. This enables different options, such as :guilabel:`Multiple Checkboxes`, which
+customers can use to indicate the services they are interested in, for example.
+
+.. image:: customer_interaction/interaction-tags.png
+   :align: center
+   :alt: Tags to be selected on the 'Contact Us' form
+
+.. image:: customer_interaction/interaction-checkboxes.png
+   :align: center
+   :alt: 'Checkboxes' configuration settings
+
+Newsletter
+==========
+
+Customers can get updates on your eCommerce activities by subscribing to a newsletter. Visitors
+subscribing to the newsletter are automatically added to the mailing list of the **Email Marketing**
+application. You can either choose a newsletter **block**, a newsletter **popup**, or both.
+
+- **Popup**: prompts up a newsletter box when visitors scroll down the page;
+- **Block**: displays a field on the page where customers can sign up by entering their email.
+
+The newsletter **block** can be configured according to different :guilabel:`Templates`. To do so,
+click the **block** while in :menuselection:`Edit --> Customize`, and select a :guilabel:`Template`
+in the :guilabel:`Newsletter Block` section. There are **three** templates available:
+
+- :guilabel:`Email Subscription`: visitors can sign up by email to the newsletter, without any
+  choice to the content. The content is defined in :menuselection:`Edit --> Customize` in the
+  :guilabel:`Newsletter` field;
+- :guilabel:`SMS Subscription`: is the same as :guilabel:`Email Subscription`, but by SMS;
+- :guilabel:`Form Subscription`: allows adding several fields, as well as a checkbox for the visitor
+  to agree to the **GDPR policy** of your website.
+
+.. image:: customer_interaction/interaction-news.png
+   :align: center
+   :alt: Form subscription configuration and settings
+
+.. tip::
+   Alternatively, you can select :guilabel:`Subscribe to Newsletter` as :guilabel:`Action` when
+   creating a :ref:`contact form <contact-form>`, allowing for the same level of customization. Make
+   sure to add a checkbox stating visitors agree to be added to the mailing list.

content/applications/websites/ecommerce/managing_products/products.rst

@@ -58,7 +58,7 @@ Additional functions
 
 In the **website builder** window, click :guilabel:`Customize` to enable additional functions:
 
-- :guilabel:`Customers: Rating` allows customers to submit product reviews;
+- :guilabel:`Customers: Rating` allows customers to submit :ref:`product reviews <product-reviews>`;
   :guilabel:`Share` adds social media and email icon buttons to share the product via those
   channels;
 - :guilabel:`Select Quantity`: if enabled, allows to choose the quantity added to cart;

redirects/16.0.txt

@@ -27,6 +27,8 @@ applications/websites/ecommerce/shopper_experience/payment_acquirer.rst applicat
 applications/websites/ecommerce/maximizing_revenue/upselling.rst applications/websites/ecommerce/products/cross_upselling.rst                    # /maximizing_revenue/upselling -> /products/cross_upselling
 applications/websites/ecommerce/maximizing_revenue/cross_selling.rst applications/websites/ecommerce/products/cross_upselling.rst                # /maximizing_revenue/cross_selling -> /products/cross_upselling
 applications/websites/ecommerce/shopper_experience/payment_providers.rst applications/websites/ecommerce/checkout_payment_shipping/payments.rst  # /shopper_experience/payment_providers -> /checkout_payment_shipping/payments
+applications/websites/ecommerce/maximizing_revenue/pricing.rst applications/websites/ecommerce/managing_products/price_management.rst            # /maximizing_revenue/pricing -> /managing_products/price_management
+applications/websites/ecommerce/maximizing_revenue/reviews.rst applications/websites/ecommerce/ecommerce_management/customer_interaction.rst     # /maximizing_revenue/reviews -> /ecommerce_management/customer_interaction
 applications/websites/ecommerce/shopper_experience/portal.rst applications/websites/ecommerce/ecommerce_management/customer_accounts.rst         # /shopper_experience/portal -> /ecommerce_management/customer_accounts
 
 # developer/howtos