Add Team Members to Customer Follow-up

First determine who needs to participate #

Collaboration is used when two or more colleagues are following up on the same client, such as having another colleague supplement a product description. Verify the customer's identity first, and then confirm the colleagues and division of labor that need to be added to avoid expanding the visibility of the entire customer record just to convey a sentence.

After adding collaborators, colleagues can view your previous chat records and customer journeys with customers. It not only shares a new message, but also lets the other party know the existing background. Therefore, collaborators should be selected according to the company's customer data access rules.

Add colleagues to customer profiles #

1. Open the target customer's session and customer profile.
2. Find the operation area to add collaborators.
3. Select the colleagues who need to follow up together and check the identity of the team members to avoid selecting the wrong person with the same name.
4. Complete the addition according to the submission method of the current interface.
5. Let the colleague enter his or her own team member and check whether the customer can be found, rather than just clicking Finish on your side to end the verification.

Let collaborators take over existing work #

After the collaborator enters the customer, he first checks the historical chat and customer journey to understand the confirmed items and to-do items before starting a new communication. The follow-up records you previously wrote on the customer journey should be viewable in the corresponding area of ​​the collaborator.

In order to reduce repeated contacts, you can first clarify within the team who will respond to customers and who will provide support, and then clearly record the new actual progress. The division of labor here is part of the work arrangement, and it cannot be assumed that the system will automatically prevent two colleagues from replying at the same time.

Find customers "Collaborating"#

When a colleague adds you as a collaborator, the relevant customers will enter the "Collaborating" customer range. After entering, verify the customer's identity, and then check whether the chat record and customer journey are records of the target customer.

When the customer cannot be seen, first ask the adding party to check whether the correct team member has been selected and whether the addition has been completed, and then check the currently logged-in team member. Don't attribute "no-show" directly to lost chat history.

The difference between collaboration and client assignment #

Collaborative efforts to jointly understand and follow up on customers should not be used as a substitute for transferring customer ownership, handing over all customers, or adjusting admin console permissions. The allocation after the administrator imports the customer belongs to another process.

Undoing collaboration, whether collaborators can edit or delete data, and the visibility range after the collaboration ends, are subject to the current permissions and product interface. Don't assume that adding a collaborator will give them full administrative rights to the account.

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Frequently asked questions