FEEDBACK FORM USER GUIDE

I. Duty Scheme

II. How to use Feedback System

III. Respond text templates

IV. Contact Developer

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I. Duty Scheme

    1. Administrators: Management team which have full access to all level of FEEDBACK from client operator conversation. Administrator can grant their staffs for access to feedback form as Operator to reply to client submit form.

      Support Group:

      • Mr. Dmitriy Roslyakov
      • Mr. Leng Ear
      • Mr. Piseth Sot

      Call Center Group:

      • Ms. Phallin Say

      Marketing and Sales

      • Ms. Maria Teplukhina
      • Mr. Longkheang Neak

      Product Group

      • Mr. Alibek Sarsembayev
      • Mr. Daravuth Keo (Developer)

    2. Table of respond

    Department Duty Respond
    On Categories
    Remark

    Support Group

    • Complain
    • Other

    Support Group handle for all general complain

    CS Call Center Group

    • Complain
    • Other
    CS’s Call center will handle for Billing, Payment, Ask information, Customer service relate question

    Sales

    • Sign up Digi
    • Other
    Sales handle for Sign Up client through submit form

    Marketing

    • Suggestion
    • Request
    • Other
    Respond and collect feedback from client

    Product Team
    (Content developer)

    • Suggestion
    • Request
    • Other
    Respond to request content and suggest on Digi world development

    3. Categories detail: Use this table information to change category to match with direct responsible team.

    Main Category Sub Category Responded by

    Email

    Sign Up Digi

    Digi Home
    • Sales

    sm@digi.com.kh

    Digi Business
    Digi Mobi
    Other Services

    Complain

    Digi Home
    • Support Group
    • CS’s Call center

    Support Group: tsm@digi.com.kh
    CS: care@digi.com.kh

    Digi Mobi
    Digi BIZ/PRO
    Hosting
    Digi Tel
    VPN
    Other
    Suggestion NA
    • Marketing
    • Product team
    sm@digi.com.kh
    Request

    NA

    • Marketing
    • Product team
    sm@digi.com.kh
    Other

    NA

    • Support Group
    • CS's Call center
    • Sales
    • Marketing
    • Product team
    NA

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II. How to use Feedback system

    1. When customers send request by Feedback form, you will receive email if this request related to you department. Open received email and click to included link.

      Complain

      asarsembayev@gmail.com
      Send: 06/08/2011 8:02 AM
      To: tsm@digi.com.kh
      ___________________

      New Ticke http://fb.digi.com.kh/complaint/000007

    2. You directly switch to this request. Click Reply

    3. If you didn't sign in yet, you switch to Administration Login page of Feedback system, where you have to put your Single Account and click Login

    4. You switch to Feedback system

      1) On the top you can see the categories for which you are responsible
      2) Here you can see all pending tasks related to categories for which you are responsible
      3) Here you can see the list of all completed requests

    Click to Pending to answer to new request

    5. On the top you can see information about this request: contact information of customer, type of request and sent text. Just put your answer for request to Message from Digi’s operator and click Submit

    6. If your message sent to customer correctly you have to see notification about it

    7. Go to home page of Feedback system. At now you cannot see any pending tasks.

    8. But if you need to find some requests (pending or completed) you can use Ticket search or search needed tickets by date with Calendar function.

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III. Respond text templates - Click here to view the respond text templates

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IV. Contact Developer: Be remind that the system can be customize up on request, so your feedback and suggestion would really value for us. Please contact below:

    Product team:
    Mr. Alibek
    Phone : 098 800 979 (Ext. 311)
    Email : a.sarsembayev@digi.com.kh
    Skype : dinamozzz

    Mr. Daravuth Keo (Web Developer)
    Phone : 098 800 610 (Ext. 312)
    Email : daravuth.k@digi.com.kh
    Skype : keo.daravuth

    Sales and Marketing:
    Mr. Longkheang Neak
    Phone : 098 800 907 (Ext. 301)
    Email : longkheang.n@digi.com.kh
    Skype : longkheang