diff --git a/content/applications/websites/ecommerce/ecommerce_management.rst b/content/applications/websites/ecommerce/ecommerce_management.rst index fda4f2829..2cf1d296d 100644 --- a/content/applications/websites/ecommerce/ecommerce_management.rst +++ b/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 diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction.rst b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction.rst new file mode 100644 index 000000000..386a9de37 --- /dev/null +++ b/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 `, allowing for the same level of customization. Make + sure to add a checkbox stating visitors agree to be added to the mailing list. diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-checkboxes.png b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-checkboxes.png new file mode 100644 index 000000000..6a69e72d1 Binary files /dev/null and b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-checkboxes.png differ diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-form.png b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-form.png new file mode 100644 index 000000000..94b7c79be Binary files /dev/null and b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-form.png differ diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-news.png b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-news.png new file mode 100644 index 000000000..756c512e2 Binary files /dev/null and b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-news.png differ diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-rating.png b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-rating.png new file mode 100644 index 000000000..050f350b3 Binary files /dev/null and b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-rating.png differ diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-tags.png b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-tags.png new file mode 100644 index 000000000..592252bcf Binary files /dev/null and b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-tags.png differ diff --git a/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-ticket.png b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-ticket.png new file mode 100644 index 000000000..6845da20f Binary files /dev/null and b/content/applications/websites/ecommerce/ecommerce_management/customer_interaction/interaction-ticket.png differ diff --git a/content/applications/websites/ecommerce/managing_products/products.rst b/content/applications/websites/ecommerce/managing_products/products.rst index 365b445bd..c11f0bf95 100644 --- a/content/applications/websites/ecommerce/managing_products/products.rst +++ b/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 `; :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; diff --git a/redirects/16.0.txt b/redirects/16.0.txt index 3836fb734..0d6133ede 100644 --- a/redirects/16.0.txt +++ b/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