In this guide, we present the best practices to ease the management of your alerts on the platform!
If you are not familiar with the different types of alerts on the platform, you can refer to page 8 of the memory aid that was provided to you with the initial training.
If you don't know how to manage alerts, you can refer to this guide 👇
Table of contents :
Which alerts should be prioritized?
Dissatisfied customers: This type of alert should always be your priority when you open your InputKit. If a dissatisfaction is detected, you should act as soon as possible!
ℹ️ If the person has identified themselves: ideally you should call that person to discuss the situation. This is a quick resolution that creates a WOW effect for the person who highlighted their dissatisfaction to you.
💡 When calling the customer, it is important to change the management status to "Customer contacted" in the actions on the right:
ℹ️ If the person responded anonymously: you can communicate with them via messages. Several response templates are available and you can also add your own response templates.
If needed, response templates are available for you to use. Find out all about the response templates 👇
Warnings : This type of alert requires your intervention. When you receive an alert, it means that there is something that is not resolved for your customer. For example, some of the information that was given to them is not entirely clear or the issue with their initial call has not been resolved.
For the management, it is very similar to a dissatisfied customer. The actions to manage the case in InputKit are the same. If a customer takes the time to tell you that he still has questions or that his problem has not been solved, it is better to contact him as soon as possible to remedy the situation!
Cross-sells : If you are doing cross-sells, you will receive an alert when a customer mentions having interest in one of your services. For the management of this type of alerts, it depends on the context.
If you ask your customers about services you currently offer, you can write them a message with key information about that service. You can also invite them to schedule an appointment by sharing your contact information.
If you ask your customers about upcoming services to see if they are interested, you can write them a message thanking them for their feedback and note a follow-up to inform them when the service is available.
💡 Quick tip: use the response templates to create templates for each type of service you offer. This will save you a lot of time!
Online reviews: it's important to take the time to thank the people who recommend you! Although it does not require immediate attention, this alert should be handled in a timely manner. Responding to your online reviews is good for your e-reputation, as it builds trust for people looking for you to see that you take the time to respond to your reviews, regardless of the nature of the review.
To save time and help you vary your responses, you can use the smart Google review response generator 👇
What is the ideal management time for each type of alert?
It all depends on your schedule and your handing time objectives.
For dissatisfied customers: Ideally, you should contact the customer the same day he or she has expressed dissatisfaction, whenever possible of course. Some situations may take time to fully resolve, but contacting the customer quickly after receiving feedback indicates that their satisfaction is your priority and that you are working on the issue!
For warnings: the ideal is to contact the customer within a short period of time, 24 to 48 working hours for this type of warning is realistic. It is important to contact the person quickly, even if they are not totally dissatisfied.
For cross-sell: it depends on the situation. For example, if you know that a promotion is coming up for a product that the customer is interested in, it may be worthwhile to contact them at the time of the promotion. The customer will be very happy that you thought to inform him that the product he wants is on promotion!
Otherwise, everything depends on your availabilities. You can contact the customer quickly to invite him to schedule an appointment with you according to your availabilities. If it is a service offered on the spot that does not require an appointment, for example, it is better to contact the customer quickly to prevent him from losing interest.
For Google reviews: the ideal is to deal with them as soon as possible, but it is very acceptable to respond to them on a weekly basis too.
People don't expect immediate feedback like a dissatisfied person pointing out their dissatisfaction, for example. It's important to manage them at a good frequency so you don't have too many to deal with at once as well, which can take time.
Find out in this guide how to set business goals for handling time to track them in InputKit 👇
Do not hesitate to write to us on the chat if you have any questions.