Inputting your business hours to ReplyManager ensures that your SLA timer will only countdown during business hours.
Entering your business hours ensures that your response performance metrics are not affected when your support team are out of the office.
Follow the steps below to add your support teams working hours to your ReplyManager account.
ReplyManager inbox filters are an excellent way of saving time and help your team collaborate better.
You can look at one type of message with just the click of a button. For example you can see all return requests or cancellations with thanks to filters. Inbox Filters are a great time saver and can be found in the search bar under advanced search.
There are two types of SLA timers, company SLAs and marketplace SLAs. They are the designated amount of time allowed to respond to customers.
A company SLA is the designated amount of time you have allowed to respond to customers and is designed with your normal business hours in mind. The SLA response timer will only countdown during office hours and pauses outside of office hours.
Marketplace SLAs are calculated using the marketplaces default SLA response timer. These however do not take your business hours into consideration. Amazon for example, expects its sellers to respond to customers within 24 hours of receiving the message.
What are email signatures? An email signature is text added to the end of any email message that you send.
Email signatures are typically used to provide the recipient with information about the sender such as name, contact number, often workplace or website URL. ReplyManager allows you have a different email signature for each channel you have connected to your inbox.
Assigning tickets and escalating issues to the agent with relevant skills allows for improved team collaboration.
Custom fields allow you to leave extra notes about your customers so that your agents have detailed information and complete customer context before they begin communicating with them.
Custom fields help your agents understand the full picture quickly so they can respond faster to your customers.
Auto Responses are the key to making sure no query ever goes unanswered.
ReplyManager’s autoresponder and time delay feature suggest to the customer that it is a human response. For Amazon sellers, this time delay feature stops Amazon from detecting auto responses and helps you maintain perfect metrics even when you’re not at your desk.
Adding teammates to your ReplyManager inbox encourages improved team collaboration.
When you add a teammate they can log into your ReplyManager inbox using their email address, they then become part of your team. Building a team means you can have a group of people with a broad range of knowledge and skills and be able to offer your customers top quality customer support.
When you customise the User Interface you can introduce your company’s branding and logo to ReplyManager.
Customising the User Interface makes the ReplyManager inbox more personal to your company. You can tailor the colours to suit your preferences and incorporate branding and logos. This can be done in just a few short steps.