Customer Service

PrestaShop enables you to centralize all the customer requests within its confines. This helps you keep track of which discussion threads needs answering, rather than having to check with all the recipients of the mail to see if someone did answer it.

In practice, the contact form of your shop, available under the "Contact us" link in the footer, presents the customer with two contacts by default: "Customer Service" and "Webmaster". The customer only has to choose who to contact, and then fill the rest of the fields. The message is then recorded in PrestaShop's customer service tool.

Discussion threads are only included in the customer service tool if the contact has the "Save messages?" option enabled. You can change this setting, or add more contacts, by going to the "Contact" page, under the "Shop Parameters" menu. You will find the option when editing the existing contacts.

If the option is disabled for the contact that the customer chooses, the message is simply sent to the contact's email address, and is not stored in PrestaShop.

You also need to properly configure your IMAP settings, so that PrestaShop can retrieve the customer's answers to emails that were sent from the customer service tool. This is done in the "Customer service options" section, at the bottom of the screen.

On this page, each contact has its own box, where you can quickly see if a there are new messages (meaning, those that have not yet been read). By default, there are two boxes, and adding more contacts will move the "Meaning of status" and "Statistics" boxes further to the left and down.

These two last boxes are handy when you need to handle new messages daily:

Further below is the list of received messages, both old and new.

You can edit a couple options at the bottom of the page, which apply to all contacts:

You can contact your customers via each order's page too, where you can send pre-defined messages. These messages are managed in the "Order Messages" page, also under the "Customer service" menu.

Finally, the bottom of the page features the "Customer service options" section, where you can set many options pertaining to your mail (IMAP) server.

Handling Customer Service Messages

Each conversation with a customer can be entirely handled through PrestaShop's complete interface, without having to use an email client such as Outlook or Thunderbird.

In the conversation list, click on a row to view the conversation's details:

Essential details are available:

To reply to this thread, simply use the form with your default message (as set in "Contact options" section of the "Customer service" page), and click "Send".

At the bottom of the page, the "Orders and messages timeline" gives you a clear chronological view of the events pertaining to this discussion thread. When it is tied to an order, you will also have the order details.

Customer Service Options

This section basically enables you to precisely configure PrestaShop's access to your email server through its IMAP interface. You should make sure all fields are filled, in order for the customer service tool to work properly. Most of this information should be provided by your web host.