If the customer's phone number is displayed in the response box, you will have the option to call them to resolve any issues directly.
💡The customer’s phone number will be displayed only if it has been provided and added to the platform by your head office.
If you have successfully reached your customer by phone, click on "Call successful". You can then add an internal note that will only be visible to your colleagues. Finally, click on "Confirm call and mark as Done". The customer review will be considered answered and placed in the "Done" section of your inbox.
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If you were unable to contact the customer, click on "Customer is not reachable". You can also add an internal note.
📝 Internal notes are only visible to you and your colleagues.
Click on "Confirm call failed and put on hold". The customer review will then be moved to the top of your inbox in the "Customers on hold" section. You can then resume the file and contact the customer again by phone or in writing.
📝 When your customer is put on hold, the response time indicator also pauses and stops counting.
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By clicking on the "Other Actions" button, you will find the following additional options:
- Add an internal note: If you need to record additional information or private comments about an interaction with a customer, you can add an internal note. This can be useful for follow-ups or future references. For more information, refer to this article.
- Forward to a co-worker: If the customer's request requires the intervention of another team member, you can transfer the conversation to a colleague. This feature ensures a quick and adequate response to specific requests. For more information, refer to this article.
- Delegate to customer service: If a request requires more detailed attention or resolution by customer service, you can delegate this task directly to the relevant team. For more information, refer to this article.
- Share: You can share a conversation with other team members or different departments, facilitating collaboration and quick resolution of issues. For more information, refer to this article.
- Mark as Done: After processing a review or request, you can mark this interaction as completed. To do this, click on "Mark as Done". This helps track the requests already processed.
- Mark as Spam: If a message is deemed undesirable or irrelevant, this option allows you to move it to the "Spam" section. For more information, refer to this article.