ReplyManager integrates with your marketplace channels and mail server so that you can respond faster and more efficiently from within one intuitive user interface.
The new folders and rules features allow you to organize your inbox and increase the efficiency and quality of your customer responses.
In the hierarchy of folder classes, ‘Folder Groups’ are defined as the parent class and ‘Folders’ are the child class.
Folder Groups are used to categorize incoming messages that relate to a particular business area, so that your agents can identify and resolve issues quickly and accurately, for example ‘Amazon issues’. Folders are used to highlight specific issues such as, ‘Refund’, Damaged Products’, ‘No Delivery’, ‘Late Shipment’, etc.
Using Rules, you can assign tickets and identify the follow-up actions that can be attached to each Folder Group based on the ticket query.
Email Templates can be set up to make responses more efficient and to help fulfill SLA guidelines by pre-populating information for common replies that you send. Templates can be customized by sales channel and will allow you to quickly draft a message or set to auto-reply when the conditions are appropriate.
SmartTags allow you to make faster and more personal responses by giving you access to customer details such as name and Order ID. To access them simply enter # as you reply and the available options will be presented. ReplyManager has a set of predefined smart tags set up for you and you can also create your own custom tags.
ReplyManager’s new Reports dashboard provides visual performance graphs that reflect your business’s support services. The graphs analyse and report on feedback performance and your company’s compliance with service level agreements (SLAs). The data will help you to make informed decisions on your customer processes, identify areas of success and where there is a need for improvement, and will ensure that your resources are aligned. The graphs can be exported to an image format, or presented in spreadsheet or pdf form to share with your team.
Quickly learn how to setup, manage and control your Amazon marketplace from within ReplyManager.
Our comprehensive user guide explains how you can manage and control your eBay marketplace from within ReplyManager.
ReplyManager solves the complex management process for return requests, making the communication and fulfilment process much faster and more straightforward for you and your agents.