Managing Responses and Working as an Effective Team
We solve messaging for sales, service, marketing, and other teams and following are the key use cases that get you quickly started:
Managing responses to Customers
Working as an Effective Team
Managing responses to Customers
Team Specific
Use cases
How to Get Started
Sales
How to see all my Unread Conversations ?: Ben and John in Morgans team wants to act on unread messages
Use the “Unread conversation” filter for the sales team
Sales
How to View and Act on Multiple Conversations ?: Ben and John again want to manage multiple conversations at a go in a single window
Click on “View Details” on each conversation opens it on a separate tab within the converse desk
Service
Open Conversations: Thomas works to close cases and he wants to act on open cases conversations
Use “Open Conversations” and “Close conversations” filters in Desk
Marketing
Automated Conversations:Seema got progressive profiling setup from Rony and now she wants to interact with users who have left out automation flow and are cold
Use Global filter help to filter conversations based on “Converse apps”
Sales, Service, Marketing
Filtered Conversations: Teams want to act on custom inbox with their list of conversations only
Custom Listview on Contact, Sales, Cases, Leads, Opportunity, Conversations object, and custom objects helps to create a custom inbox
General
Multimedia Messaging: John wants to send images, videos, emojis, and templates for each conversation and use CRM actions (create a new lead, new case, new contact, etc.) to act right away within conversations
Images, Videos, Emojis, Templates (Primary and Cross Objects), CRM Actions are all supported in Desk with individual conversations threads
General
Search Conversations: John searches usually conversations by phone number or name
Search conversations based on the mobile number and the name of the recipient
Working as an Effective Team
Team Specific
Use cases
How to Get Started
Sales
How to Assign Conversations ?: Morgan figures out a salesforce queue with Rony’s help and he got ben and john included there and now he wants to assign conversations to queue
Use the “Assign Conversations” feature to assign the single or bulk conversation to a queue or user
Sales
How to do Round-robin Assignment ?: Morgan has figured out that queue setup is taking time and he wants leads to be assigned in a round-robin fashion to agents
Round robin and queue setup, both are configurable, contact at care@screen-magic.com
Service
Canned Templates: Thomas is allowed to communicate to customers using canned responses only
Canned responses use pre-defined templates, configure it in conversations sections in Settings
Marketing
Bulk Campaigns: Seema runs bulk campaigns to list of leads and nurture them with automation
Bulk SMS feature with trigger sources can fulfill this use-case
Marketing
Recurring Messaging: Seema uses the marketing plan to run SMS scheduled recurring campaigns across weeks
Use the “Schedule” feature on Bulk SMS on the list, reports, salesforce campaigns & campaign manager
General
Related Conversations across Objects: John was working along with Thomas on one customer issue and he wants to see all communications to customer across salesforce org
With “Related conversations” you can pull up parent and siblings conversations
General
Templated Messaging: John wanted multiple predefined templates with merge fields
Set Object-specific templates and use information objects for cross objects merge fields
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