A guide to help you use the main features of the messaging system
We categorize your customer messages into three categories based on their priority:
- Customers on hold: One of your colleagues or yourself have put this customer on hold.
- Alerts: Your customers who have expressed strong dissatisfaction. They are prioritized because there is more urgency to calm their dissatisfaction and win them back.
- New messages: Your rather satisfied customers who have chosen to engage in a conversation with you.
For optimal organization, the platform allows you to sort messages according to their status:
- Inbox: All untreated or in-progress messages. The number of messages awaiting processing is indicated next to the section name.
- Done: Messages that have been marked as Done.
- Spam: Unwanted or irrelevant messages.
If you manage reviews for multiple locations, you can filter your reviews by places or group of places:
When you select a message, customer information appears on the right. This information may include: age, customer segment, purchase amount, etc. They are set up and provided by your headquarters. To add additional information, contact your headquarters directly.
The content of the review is displayed in the center of the screen. The review can contain verbatim details about the customer's experience. Small icons included in the review provide additional information about the type of review and its category, such as a dissatisfaction alert.
For more information on interpreting customer reviews and the meaning of icons, please refer to this article: Understanding a customer review
At the bottom of the review content, you will find the response field that allows you to:
- Handle a review by call: If you prefer to call the customer rather than leave a written response, click on "Call". For more information on handling reviews by phone, refer to this article: Handle a review by call
- Handle a review in writing: Write a personalized response directly in the response field. For more information on response features, refer to this article: How to handle a review in writing
- Other actions:
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- Add an internal note: Allows you to add comments or additional information for internal use. These notes are not visible to the customer and can help keep track of discussions or actions taken. For more information, refer to this article.
- Forward to a co-worker: This option allows you to transfer the message to a colleague who might be better equipped to respond to the request or address the issue raised by the customer.
- Delegate to customer service: Use this option to delegate the management of the message to customer service if it requires special attention or more in-depth follow-up. The customer service email address is set by default.
- Share: Allows you to share the message with other departments or colleagues for informational purposes or to get additional opinions or actions.
- Mark as Done: Once a message has been processed and no further action is needed, this option allows you to move the message to the "Done" section, helping keep the inbox organized.
- Mark as Spam: If a message is deemed undesirable or irrelevant, this option allows you to move it to the "Spam" section.
