How Service Teams Use Inbox
Best practices for service teams
Inbox, as an important feature in YCloud, provides service teams with an efficient and convenient customer communication and management platform. To help service teams fully leverage the advantages of Inbox, the following are a series of best practices.
Service Team Supervisor
WABA Account Creation and Customer Service Invitation
Create a WABA account, add a number
Invite customer service as a Service role
Create teams, such as "Pre-sales," "After-sales," and add corresponding agents to the respective teams
This configuration allows all agents to manage the same number, achieving the effect of agent assignment.
Set Assignment Rules
Select "Automatically assign new conversations to online personnel in the list in order" in the number settings, and add the "Pre-sales" team to the list.
Enable advanced assignment rules: Turn on to prioritize conversations to the agent who last received them.
This setup allows conversations to be automatically assigned to online agents in order, while ensuring that users can contact the agent who last served them when they have further questions.
Set Automation (Optional)
Configure automated welcome messages and automatic message replies for the number according to business needs.
For details, refer to Automation
Set Tags
Set up enterprise-wide tags to help manage and categorize customers.
Set tags based on common customer needs and issue types, such as "New User Inquiry," "Product Complaint," "Order Issue," "Technical Support," etc. This allows for quick differentiation and handling of different types of customer needs.
For urgent or high-priority situations, set "High Priority" tags. This ensures that critical issues receive timely attention and resolution.
Set tags for different customer levels or VIP customers, such as "Gold Customer," "Platinum Customer," etc. This helps provide premium service to key customers.
Set status tags such as "Pending," "Replied," "Resolved," etc., to track the progress of service handling.
Set Contact Attributes
Define information for the team to focus on and add it as a contact attribute. For example: Define "Notes," with the field type "Text." Customer service can record this information in the chat. Better understand customer information.
Define Quick Replies
Set up team-wide Quick Replies
Click on the avatar in the bottom left corner Account, then click Edit > Canned response > Add Canned Response
Analyze common customer issue types Carefully analyze common customer inquiries, complaints, or questions, such as product usage, order status, returns and exchanges, etc. This is the foundation for creating quick replies.
Streamline standard solutions For each common issue, develop standard solutions and response processes. This can include problem descriptions, resolution steps, promised times, etc.
Write concise and efficient reply templates Based on the standard solutions, write clear and concise reply templates. Pay attention to concise language, polite phrasing, and avoid verbose expressions.
For example:
User thanks "Hello, thank you very much for your inquiry. If you have any other questions, please feel free to tell me. I wish you a pleasant shopping experience!"
Returns and exchanges "Dear customer, I'm sorry you're not satisfied with the product. According to our return and exchange policy, you can apply for a return or exchange within [number of days] days of receiving the product. Please log in to the website to fill out the return application, and we will process it as soon as possible. If you have any questions, please feel free to tell me."
Product inquiry "Thank you very much for your interest in our products. [Product name] features [product highlights], etc., and is very suitable for [target audience] to use. If you have any other questions, please feel free to consult, and I will patiently answer them for you."
Complaint handling "Hello, I understand your dissatisfaction. Customer satisfaction is our top priority. Please tell me the specific issue, and I will coordinate the handling as soon as possible and take remedial measures. We apologize again for the inconvenience caused and will strive to improve our service quality."
Technical support "I'm sorry you encountered a problem during use. Based on your description, I suggest you try [solution steps]. If the problem persists, please provide [required information], and I will look into the cause and assist you as soon as possible. Thank you for your patience."
View Inbox Analysis
Understand the real-time reception situation of customer service through real-time statistical data.
Agent
Click Inbox in the left navigation bar, as an administrator/customer service, you can view all WhatsApp messages here.
Personal Status Setting
After logging in, the status is "You're Away," please adjust your status to "You're Available," so that new incoming conversations can be automatically assigned to you.
Manage Customer Details
Tagging customers can better categorize and manage them, prioritize key customers, and improve customer experience.
Transfer Conversations
When encountering customer issues that cannot be handled, transfer the conversation to a professional team or agent.
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