Call Center

Call Center

Call center

How to Enable the Call Center Add On

Navigate to the License Setting screen in the Back Of House and enable Call Center and Web Order


To Access the Call Center site, use your Zenpepper URL followed by /callcenter

For Example: http://example.zenpepper.com/callcenter

Log in credentials are the same as the back office



Order Screen 

Once the user logs in to the application, will be navigated to the Order screen. 



-          In the Order screen, the user can enter the customer’s phone number either by using the keyboard or by clicking the number on the dial pad. 

-          After providing the phone number, the user can press the Enter key on the keyboard or click on the Dial  icon.

-          When the Enter key is pressed or clicked on Dial icon, the application will verify whether the phone number is new or an existing number.

-          If the given phone number is new, then a new pop-up Add New Customer will be displayed. If the given phone number is already existing, then the user will be navigated to the Order Type & Time screen.

 

 Add New Customer Screen 

The user has to give the customer details in the Add New Customer screen and click on the Add & Order button. On clicking the ‘Add & Order’ button, the user will be navigated to the Order Type & Time screen.



Order Type & Time Screen 

On this screen, the user has the following options for order type – Take away or Delivery. Also, the user has the following options for choosing the time of delivery as Now or Later. 



When the user clicks on Later option, the user can be able to choose the future date and time for the delivery. 

Once the user selects any option from the order type & time and clicks on the Done button, the user will be navigated to the Customer Profile screen.

 

Customer Profile screen 

The Customer Profile screen provides the information about the customer profile, previous orders made by the customer and the list of nearby stores.





 The screen also provides additional details like Loyalty points, Gift Card Balance, No. of Orders, Last order date (made by the customer), Customer since, Average Cost.

Note: The ‘Gift card Balance’ is coming on nearing feature.

Profile:

The user can be able to edit the customer’s details in the Profile section. The user will be able to add new address and phone number but could not be able to edit.

Previous Orders:

For a new customer, a message No previous orders will be displayed in the Previous Orders section.

 If an existing customer has already made any orders, then all the previous orders will be displayed in the Previous Orders section. 

 When the user clicks on View button on any one of the previous orders, View Order pop-up will be displayed where the respective check details can be viewed.

 Nearby Stores:

Based on the customer’s address, the relevant stores will be listed in the ‘Nearby stores’ section. 

 The user will be able to search the store using the search option.

 On selecting any one of the stores and clicked on Order button, the user will be navigated to the online order (Zenpepper) application. 

 Note: The stores will be listed based on the delivery zone configured in the back office for Zenpepper.

 Placing the Order 

The user can place the order from the Zenpepper application. 


 The user can be able to select the menu items and click on the Continue Shopping button. 

The payment process can be done by Cash, Credit card and Loyalty points. After completing the payment process, the user can click on Back to Call center button to navigate back to the ‘Call center’ application.

The landing screen in the ‘Call Center’ application will be based on the ‘Order time’ chosen. 

  • When the user has chosen the order time as ‘Now’ in the ‘Order type & time’ pop-up and completes the ordering in the Zenpepper application, the user will be navigated to the Track Order screen.

 When the user has chosen the order time as ‘Later’ in the ‘Order type & time’ pop-up and completes the ordering in the Zenpepper application, the user will be navigated to the Future Order screen.

After placing the order in the Zenpepper application, the orders will be sent to the iPad. The current date order will be displayed in the ‘Active’ check stats in iPad and the future order will be displayed in the ‘Future’ check stats.

Track Orders Screen 

The user will be able to view all the orders placed in the current date in the ‘Track Orders’ screen. Recently placed order will be displayed first. 

The user should be able to search the order using the search box and delivery date.

Once the order is placed from the Zenpepper application, the order status will be displayed as Placed. When the order is received in iPad, the order status will be displayed as Confirmed.



When the user clicks on ‘View’ icon  in any one of the orders, ‘View Order’ pop-up will be displayed where the respective check details can be viewed.

Future Orders Screen 

The user will be able to view all the orders placed in the future date & time on the ‘Future Orders’ screen. Recently placed order will be displayed first. 

 

The user should be able to search the order using the search box and delivery date.

 

Once the order is placed from the Zenpepper application, the order status will be displayed as ‘Placed’. When the order is received in iPad, the order status will be displayed as ‘Confirmed’.



View Order Screen 

When the user clicks on ‘View’ icon  in any one of the orders in ‘Track Orders’ screen or ‘Future Orders’ screen, View Order pop-up will be displayed.

 

The ‘View Order’ pop up will display the check details of the selected orders. To repeat the same order, the option ‘Repeat Order’ is displayed. When the user clicks on ‘Repeat Order’, the user will be navigated to the online order (Zenpepper) application with the same menu items selected. 

 

Once the payment process is completed & clicks on ‘Back to Call Center’ button, the user will be navigated back to the ‘Call Center’ application.




Note: The Option ‘Repeat Order’ will Not be Displayed for Future Order.

Customers Screen 

This screen will list all the customers available in the store. The user will be able to search any customer using the search box.When the user clicks on ‘View’ icon 
in any one of the customers, the user will be navigated to the ‘Customer Profile’ screen.




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