# User Stories for Customer Service, Ticketing, and CRM Integration

## For End-Users

### As a user, I want to contact customer service via email so that I can ask for help.

#### Acceptance Criteria:

1. Provide an easily accessible "Contact Us" button.
1. Enable email form or direct email link.

### As a user, I want to know when I will receive a response so that I can manage my expectations.

#### Acceptance Criteria:

1. Auto-reply with an estimated response time.
1. Update the user if the initial estimate changes.

### As a user, I want to search for documentation and tutorials so that I can learn how the platform works.

#### Acceptance Criteria:

1. Implement a search bar in the Help Center.
1. Tag and categorize documentation and tutorials.

### As a user, I want a guide to help me understand how to use the platform.

#### Acceptance Criteria:

1. Create step-by-step guides.
1. Offer video tutorials.

### As a user, I want to interact with a chatbot on WhatsApp so that I can get answers to all my questions instantly.

#### Acceptance Criteria:

1. Integrate a chatbot into the company's WhatsApp Business account.
1. The chatbot should be able to understand and respond to frequently asked questions.

### If the chatbot cannot answer a question, it should escalate the issue to a human customer service officer.

1. The chatbot should operate 24/7.
1. Implement natural language processing to make the chatbot's responses more human-like.
1. The chatbot should be able to handle multiple languages, aligning with the user's preference.

## For System and Backend

### As a system, I want to create a ticket in the client service process for users whose KYC is pending.

#### Acceptance Criteria:

1. Automatically flag users with pending KYC.
1. Generate a ticket and assign it to a customer service officer.

### As a system, I want to predict which users will potentially have problems so that preemptive action can be taken.

#### Acceptance Criteria:

1. Implement machine learning algorithms to analyze user behavior.
1. Alert customer service for proactive outreach.

## For Customer Service

### As a customer service officer, I want a record of all conversations I've had with a user so that I can provide better service.

#### Acceptance Criteria:

1. Log all interactions in Microsoft Dynamics CRM.
1. Make logs easily accessible.

### As a customer service officer, I want to invite specific users to an event.

#### Acceptance Criteria:

1. Create an "Invite to Event" feature in the CRM.
1. Allow selection of users based on certain criteria.

### As a customer service officer, I want to send and receive messages in my language to ensure clear communication.

#### Acceptance Criteria:

1. Implement language translation features.
1. Allow officers to set their preferred language.

## For Management and Community

### As a COO, I want to know the size of the customer service team and customer satisfaction trends.

#### Acceptance Criteria:

1. Generate regular reports from CRM.
1. Include metrics like team size, customer satisfaction scores, and common issues.

### As a product manager, I want to understand the user flow within the app.

#### Acceptance Criteria:

1. Implement tracking analytics.
1. Generate user flow diagrams.

### As a community manager, I want to publish tutorials and content that help users.

#### Acceptance Criteria:

1. Access to a content management system.
1. Ability to post and update content.

## Live Communication Channel

### As a user, I want to have a live communication channel with Welcome Place on platforms like Slack, Discord, or Microsoft Teams, so that I can give and receive advice in real-time.

#### Acceptance Criteria:

##### Platform Integration:

Integrate the Welcome Place service with popular communication platforms like Slack, Discord, or Microsoft Teams.

##### User Authentication:

Ensure that users can securely log in to these platforms through their Welcome Place accounts.

##### Real-Time Communication:

Enable real-time messaging, voice, and video calls.

##### Channels and Topics:

Create different channels or topics where users can seek advice on specific subjects like account management, security, or financial planning.

##### Moderation:

Implement a moderation system to ensure that the discussions remain respectful and productive. Given your focus on ethical choices, this is crucial.

##### Multi-Language Support:

Given your commitment to inclusivity, the system should support multiple languages.

##### Feedback Loop:

Implement a way for users to provide feedback on the advice they receive, contributing to continuous improvement.