Customer Online Inquiries

The Customer Online Inquiry option provides a function where your customers can enter an inquiry from their Home Tab in your MyFBO system and have it seen and responded to by your designated staff. This function is similar to the Support Requests and Responses used by the MyFBO Support Team. 

Enabling Customer Online Inquiries

The Online Inquiry option must be enabled by a System Administrator from the Admin Tab / Features & Options menu. It requires that two additional Communications Features be enabled as well:

• News Feature

  Enables the News function and adds it to the Message Center for both staff and customers. A link directly to the News function can also be included on your web site (see Linking to MyFBO.com). You can use the News function to make customers aware of changes at your organization without the need to involve your webmaster.

• Personal Messaging Feature

  Personal messages can be sent by staff to customers. The links to send personal messages show up at the bottom of many customer related pages such as view reservations, view previous flights, view cancellations, and view time in type. Personal messages are then received on the Message Center visible to the customer on login.

Enable Customer Online Inquiry 

In the Customer Feedback Parameters, available to Managers from the Connect Tab / Customer Feedback menu, or to Administrators from the Communications section of the Parameters & Settings menu, the following settings should also be made:

• Input email addresses for the individuals who should receive notice of customer inquiries.
• Set which levels of system users should see the flashing notice that appears on the yellow system status bar whenever one of your customers enters an inquiry. While the Customer Feedback menu is only available to Managers and higher, Staff level users can respond to waiting customer inquiries from the flashing notice / show all messages link in the status bar.
• Create inquiry categories for more detailed reporting and ease of handoff to the appropriate parties for resolution. 

Customer Feedback Parameters / Online Inquiry

Customer Inquiry Creation

Your customers can enter an inquiry from their Home Tab. They can also review past inquiries.

Customer Inquiry Entry 

Tracking & Responding to Inquiries

Customer inquiries will be available for response from your Connect Tab / Customer Feedback menu (Manager level users and above). A customer inquiry may also trigger e-mails to one or more staff, as well as flashing alerts in the yellow system status bar. 

Connect Tab / Customer Feedback Menu 

Open Inquiries List 

View & Respond to Inquiry

Responses to your customers are always posted as a Personal Message visible to the customer on login. If the customer has a primary email address on file, and the email box has been checked during response entry, the customer will also receive the response by email. 

Response Posted to Customer 

Detail of Response Posted to Customer 

09/26/11 cli