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1.1 Working on emails by picking them from the queue Customer emails are stored in waiting queues. In order to see emails go to the working area to “Workplace” and to “Queues”.

You see one or even more queues that refer to different country names. In order to see the emails for a country / to work on the emails for a country choose the name in the dropdown. You can switch from country to country.

Open an email by a single click on the subject OR by a double-click on the dedicated row.

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1.2 Allocate the email / „Work on“ an email The email that you have chosen needs to be allocated to an agent (this is also the case if you are the agent who wants to work on the email > you will have to allocate the email to yourself). Open the email you want to work on / you want to allocate to an agent. Select the email in the list and click on the button „Work on“ in order to allocate the email to an agent. Important:

As soon as the email has been allocated to an agent the email will disappear from the queue! It is important that the email is opened first and needs to remain open when you click on the button “Work on”.

1.3 Identify the customer In case the customer is being recognized by the RANGO database according to his email address the system inserts the right customer contact automatically into the mask.

In case the sender of the email is not known in the RANGO database you see a red question mark and the sender’s email address is highlighted in red typo.

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Usually the customer uses the email contact form on the Gigaset webpage in order to contact Customer Service by email. There are mandatory fields in the email contact form that the customer needs to fill in. This data (entered by the customer himself) will appear in the search mask automatically. Mandatory: Use the search functionality in order to check if the customer is already in the database – and just the email address is missing! If this is not being done a lot of double entries will be created in the RANGO database which will make it complicate later on to work on a request.

In order to search the customer in the „Contacts“ delete the email address from the mask by using Strg+X and click on search. Check in the list of results if the customer data record is found. a.) Data record found: If you are sure that the sender of the email and the customer found in the database are identical add the email address to this data record by Strg+V. You can add/amend further address details if required.

How to do the search:

b.) No data record found: If you did not find a data record that fits to the email sender choose the button “New contact” in order to create a new contact.

In order to contact Customer Service by email the customer usually uses the email contact form on the Gigaset webpage. There are mandatory fields in the email contact form that the customer needs to fill in. This data (entered by the customer himself) will appear in the “New Contact” mask automatically (and can be amended here if necessary).

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Important:

Add the email address that you have deleted before by Strg+X from the mask and add it to this new contact by Strg+V.

Save the new contact by clicking on „Save and Close“.

The contact is now shown in the email as „known contact“.

Your status in this process of email handling: Steps 1.1 – 1.3 are finished:

• You have allocated the email to an agent. • You have identified an existing customer or have created a new contact. • You have allocated the email to this contact.

The next steps describe how to work on this email.

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1.4 Create a case for this email Important:

Go to button „ to case“.

You need to create a case in order to be able to work on the email / to answer the email.

Two dialogue windows will pop-up. Confirm both by clicking on OK.

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You have now created a case for this email. As a final step check if the setting “Case Origin” is set on E-Mail. In case that not, change it actively to “E-Mail”.

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1.5 Create a new case position Click on „Save and new caseposition “.

In the next step you have to enter an advisory service in the same way you do this in case of a call. Finally close the advisory service by „Save & Close“. 1.6 Answer an email from an existing case In order to answer the email, open the customer email again directly from the existing case. In the case window go to „Activities“ and open the email again by clicking once on the subject of the email.

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Click on „Reply“ in order to answer the email.

Insert your answer at the top of the message. Your answer can be an individual/self-written text or you choose the button „insert template” in order to choose from standardized text modules, signatures etc.

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Send your email message by clicking on „Send“.

Close the tab/email window with the email by STRG+W or by clicking on the X.

1.7 Close the case In case that the request is solved / finished now you can close it. Go to the tab “case” and click on the button „Close case“.

Click on the refresh button in order to update the queue. Pick up the next Email in order to work on it.