Conversations and support
By Vitor
By Vitor
Using the Main Features of the Multi-Agent Service Center
https://youtu.be/2hd-N2jgEbM In this tutorial, we will explore the essential features of the CRM so you can start using the tool efficiently and in an organized way for customer service. 1. Main Menu In the left-hand panel, you will find the main options: - Conversations: Access all interactions with your customers. - Contacts: Manage customer information. - Reports: See your customer service performance. - Campaigns: Send automated messages to leads. - Help Center: Access tutorials and help. - Settings: Manage teams and inboxes. 2. Managing Conversations - Pending: Mark conversations as "pending" when a customer is still waiting for a reply. To do this, right-click the conversation and select "Mark as pending". - Resolved: When the service is finished, right-click and select "Mark as resolved". The conversation will be moved to the resolved tab. - Snoozed: If you need to reply to a customer later, right-click and choose "Snooze". Set the time to return to the conversation. 3. Assigning Conversations to Team Members You can assign conversations to team members in two ways: - Right-click the conversation, select "Assign agent" and choose the team member responsible. - If you reply to the conversation, it will be automatically assigned to you. 4. Adding Information to the Contact - If you want to add notes about the customer, click "Edit Contact", enter the information you want, and it will be recorded in the customer's history. 5. Labels Use Labels to organize your customers: - To create a new label, go to Labels, click "Add label", set a name (e.g. "Hot Lead") and choose a color. - To assign a label to a customer, right-click the conversation and select "Assign label". - You can filter customers by label, such as "Quote", "Hot" or "Cold", by clicking the corresponding label. 6. Sending Messages - To send a new message to a customer, go to Contacts, select the contact, click "New message", choose the WhatsApp number and type your message. 7. Reports In the Reports tab, you can monitor: - The number of open, pending and resolved conversations. - Response time and team member performance. 8. Help Center The Help Center lets you create a space with tutorials and frequently asked questions to help your team learn to use the CRM on their own. With these steps, you will be ready to use the basic features of the CRM and improve your team's service efficiency. Remember to always reply through the CRM so that the service bot is paused automatically. Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.
How to Create Smart Labels in the Multi-Agent Service Center
https://youtu.be/1Nnko6G-MWA In this tutorial, you will learn how to create smart labels in the CRM to organize and qualify your customers, making service and lead management easier. Let's go step by step: 1. Understanding Labels Labels are used to categorize your customers, making it easier to find them and follow up on their needs. For example, you can use labels to identify hot leads or customers who need a quote. 2. Open Labels In the CRM, go to the Labels section. Here you can manage the tags that will be assigned to your customers. 3. Add a New Label Click Add Label. For this example, let's create two labels: - Hot Lead: Name the label "Hot" and choose a warm color, such as red, to identify promising leads. - Quote: Name the label "Quote" and select a suitable color, such as blue. 4. Assign Labels to Customers There are two ways to assign a label: - Right-click the customer's name and select Assign Label. Choose the label you want (e.g. "Quote"). - Or select the customer, click Add Label on the details screen and choose the label to assign. 5. Filter Customers by Label Once you have assigned labels to customers, you can filter your contacts by label. For example, when you click Quote, the system shows all customers with that label, making follow-up easier. Benefits of Labels: - Organization: Lets you quickly see which customers need special attention. - Lead Qualification: Tell apart hot leads, cold leads and customers who need specific actions, such as a quote. - Efficiency: Streamlines your service flow, making sure no customer is forgotten. This smart label system improves contact management and makes customer service much more organized and efficient. Make the most of this feature and optimize your CRM! Start free on Papo Global → First user $0, no credit card. Learn more at papo.global.