XSellco Fusion’s message templates save you time by auto-populating information for common replies. These can be customized for your various sales channels, and by language. Choose from a number of sample templates created by XSellco or create your own unique templates.
XSellco SmartTags help you provide faster and more personal responses by allowing you to quickly insert customer details such as name, Order ID, and other text snippets. To access them simply type # and the available options will be presented. Your XSellco Help Desk has a set of predefined smart tags, but you can also create as many of your own custom tags as you like.
The new Folders, Labels and Rules features allow you to organize your inbox and increase the efficiency and quality of your customer responses.
Labels act like a sub-folder within the Folder group. For example, you could create a Folder Group for an Amazon channel and within this master folder, you can create labels for specific queries such as ‘Refund’, Damaged Products’, ‘No Delivery’, ‘Late Shipment’, etc. Then using ‘Rules’, you can assign Tickets to each label based on the Ticket query, as well as assign an agent to the ticket. Each ticket will then be assigned to the label and the agent will be notified (all tickets with a label can be found under their Label heading on the main message dashboard). Continue reading
Tags allow you to personalise each template response to give that human touch. The tags are replaced with the rich sales order information available in Fusion. Dear #consumer_firstname#, for example, becomes Dear John when the message is sent to the customer.
At Settings > Destinations you can define typical delivery times for each destination country that you ship to. Tags can then be used to estimate arrival dates automatically when replying to customers.