Generic approach is that customers can fill out an online form on your splash page, which is sent to you by email. Then you can send a reply via the ticketing system. We store tickets and messages in our database and we provide an URL for customers so they can track your answers from the splash page directly. They can also reply from there (even if they don’t have access to the internet as the splash page works without a valid access) or via email (they will reply to a generic hotspotsupport.com email address so we can track the message).
From the operator’s view, when a customer sends a message, we inform you via email when a message arrives. Then you can log in to the Control Center and go to Tools & Settings > Customer Tickets where you can read, follow all messages which are listed by case and reply from there.
Apart from the ticketing system you can also provide a direct email, phone number or other ways of contacts on the splash page.