In order to establish a healthy relationship with your customers, your support team needs to respond quickly and assertively.

However, with so many different communication channels – e-mail, chat, social media, phone, etc... – things can easily get out of hand. That's why we at edrone are always working on solutions to optimize your Customer Care processes.

In the edrone system, you have all your Customer Care channels and features organized in one place.

Meet the edrone Inbox!


What is edrone's Inbox

The Inbox is a hub for edrone's Customer Care solutions. In it, you and your team are able to manage conversations coming from email, chat, and Facebook Messenger, all neatly organized in one place and optimized for Customer Care excellence.

Why use it:

  • 1:1 conversations with customers

  • Full support for email, chat, and Facebook Messenger

  • Centralized channel for questions or support issues

  • Better Customer Intelligence, which makes support efforts more efficient and increases customer satisfaction (and thus, sales)

  • Complete customer profile with purchase and interactions timeline

  • Pre-determined conversation topics with automated labeling

  • Custom labels

  • Filter conversations by source, rating or labels

  • Working hours

  • Conversation rating

  • Multiple message conversations

  • Sound notifications (on/off)

  • Group messages

  • Automated replies

  • Message templates

  • Agent assignments

  • Open, close, and archive conversations

In short, it has all the resources you need to achieve and maintain a high level of quality in your interactions with customers!

Now let's take a look at everything you can do with edrone's Inbox.


How to use edrone's Inbox

To access your Inbox, log into your edrone Workspace and select INBOX from the main menu.

When you access this feature for the first time, you will be required to configure it by integrating it with an email account. Click here to learn how to do this.

Apart from email integration, you can also use the Inbox to manage Chat and Facebook Messenger conversations. Click on the links below for more information.

OK! Now that you have integrated edrone with your Customer Care channels, it's time to understand how to use your Inbox. It is divided into three main sections:

  1. Conversations and filter panel

  2. Current conversation panel

  3. Customer details panel

Let's take a closer look at each of these.

1. Conversations and filter panel

The conversations and filter panel is where you and your agents will manage all conversations, filtering them or searching for specific ones.

By default, conversations are sorted by the last message date (from newest to oldest).

It is possible to filter conversations by:

  • Labels (click here to learn more)

  • Source (Chat, Email, Facebook Messenger)

  • Rating (1–5 stars)

  • Assignments (all agents, you, unassigned, watching)

  • Status (open, closed, archived – click here to learn more)

To filter a conversation, select from the Statuses or Assignments drop-down menus, or click the filter icon next to the search bar.

Using the search bar, it is possible to search conversations by:

  • Username

  • Email address

PRO TIP: You can also search for all conversations with a specific customer by simply clicking on his/her name on the top of the active conversation panel. This will automatically display all conversations with that customer.

As we've seen, there are currently 3 sources of messages: Chat, Email, and Facebook Messenger. Each message will be distinguished by an icon indicating its source:

Message Status in edrone's Inbox

There are three conversation statuses in edrone's Inbox:

  • Open: The conversation is ongoing and requires attention. Open conversations are shown by default on the conversations list.

  • Closed: The conversation is finished. Once the customer's need is satisfied, the agent should close the conversation to signal that it doesn't require attention anymore. By default, closed conversations will not be shown in the conversations list.

  • Archived: This status is attributed automatically to closed conversations after they have been closed for 14 days.

It is important to point out that the edrone system never removes a conversation permanently. This allows agents to return to old conversations at any time.

The Inbox is not just for reacting to conversations initiated by customers. It is also possible to create a new email message by clicking on the pencil icon on the top left corner, next to the Inbox heading. This message will appear on the conversations list.

That's all there is to know about the Conversations and filter panel. Let's move on to the Current conversation panel!

2. Current conversation panel

When a conversation is selected on the Conversations and filter panel, it will appear in the Current conversation panel.

Let's go over each element of this section:

  1. Assigned to: this is where a conversation can be assigned to a specific agent. Only the assigned agent will receive an email notification about that conversation.

  2. Advanced options:

    1. Add to watched conversation (user will be informed about new messages, but is not assigned to the conversation)

    2. Add recipients (this is essentially like cc'ing someone in an email. It is useful in cases where an agent wants another agent to be aware of the conversation, or see its transcript)

    3. Mark as unread

  3. Label: here you can see the labels assigned to the current conversation, and it is also possible to add a new label by clicking the ADD LABEL button. You can assign as many labels to a conversation as you want.

  4. Message source: icon indicating where the message is coming from (Chat, Email or Facebook Messenger).

  5. Note: agents can add internal notes to the conversation, which are not visible to the customer. This is useful for reminders or communication between agents. If the customer is identified, any Notes added to a conversation with that customer will be visible in the Customer details panel.

  6. Template: it is possible to create and use message templates to answer frequently asked questions.

  7. Send message with ENTER: When this option is selected, pressing Enter will send the message instead of creating a line break.

System messages

System messages are automatic updates informed by the edrone system which will appear in the conversation. System messages appear when:

  • Conversation is closed

  • Conversation is archived

  • Conversation is assigned to another agent

  • Conversation is rated

NOTE: To manage sound notifications, open your Workspace details on the main menu. You will find the "Sound notification" checkbox below your email address.

Labels

Labels can be assigned to conversations to help agents filter through common conversation topics, such as Shipping, Product Returns, Order Status, etc.

There are two ways labels can be assigned to conversations:

  • Automatically, if the customer select a conversation topic when using the Chat (click here to learn more);

  • Manually, by agents.

Labels are used in three areas of the Inbox:

  1. In conversations

    1. Showing any labels assigned to that conversation (either manually or automatically)

    2. Possibility to add or remove a label from the conversation

  2. As a filtering option

  3. In the conversations list, either as a tag assigned to a given conversation or as an active filter, which is shown below the search bar

Labels can be added or removed inside each conversation, or in the Inbox settings panel (Mission Control > INBOX > SETTINGS).

It is also possible to analyze the most used labels over a given period of time in the Inbox Report.

3. Customer details panel

Last but definitely not least, you will find the Customer details panel on the right side of your Inbox. It is divided into two main parts:

  1. Customer details — this part shows your customer's personal data:

    1. Email address

    2. Phone number

    3. Total orders

    4. Orders value

    5. Purchase frequency

    6. Purchase value

    7. Activity

      1. High risk means the customer hasn’t visited your store for at least 30 days.

      2. Low risk means the customer hasn’t visited your store for at least 7 days.

      3. Active means the customer has visited your store within the past 7 days.

  2. Customer activity — this is a timeline of your customer's interaction and shopping history. It is shown in cronological order by default, and can be filtered by activity:

    1. all activities

    2. viewed products

    3. added to cart

    4. orders

    5. opened emails

    6. clicked emails

    7. subscription

    8. received email

    9. edrone-impacted orders

    10. inbox message


Inbox Report

In order to achieve excellence in Customer Care, you need more than just a complete set of communication features. It is also crucial to measure your team's activity and performance. That way, you will be able to better understand your customers' needs, find out the days and hours when customer interactions are more intense, which conversation topics are more recurrent, and many other key metrics.

To learn more about edrone's Inbox Report, click here.


Need more help?

If you have any further questions about edrone's Inbox, please do not hesitate to contact us at hello@edrone.me


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