Efficiency and organization are key. Hoola's Inbox is your command center for delivering first-class customer service. Let's explore how this powerful tool can revolutionize the way you interact with customers and manage conversations.
Why is mastering Hoola's Inbox crucial?
Hoola's Inbox is not just a place to view messages; it's a complete ecosystem designed to optimize your customer service workflow. With features like conversation filters, team collaboration, and a contact data panel, Hoola allows you to:
Respond faster to customer inquiries
Collaborate effectively with your team
Access crucial customer information in seconds
Maintain a detailed history of interactions and events
Key Components of the Inbox
The inbox consists of several components to help you give the best support:
Conversation filters (Inbox views)
Team collaboration
Contact panel + fields
In-feed events
(Re-)Opening WhatsApp conversations
1. Conversation Filters (Inbox Views)
Inbox views and conversation filters are your first line of defense against chaos. They allow you to efficiently organize conversations:
Assignment: Filter conversations assigned or not assigned to you.
Status: View open, automated, or closed conversations.
Bulk Actions: Open, close, and assign conversations in bulk directly from your inbox.
Notifications: Activate alerts to stay up-to-date with customer conversations.
Pro Tip: Use filters to create custom views that adapt to your unique workflow.
2. Team Collaboration
Collaboration is at the heart of effective customer support. Hoola facilitates teamwork in several ways:
Assignment: Assign agents or entire teams to specific conversations.
Tagging: Tag other agents to draw their attention to important conversations.
Notes and Mentions: Add notes to conversations and mention your colleagues using @.
Improve Your Team: Foster a culture of collaboration by regularly using these tools.
3. Contact Data Panel
The contact data panel is your window to crucial customer information:
Basic Information: Phone number, marketing opt-in status, etc.
Connected Accounts: View data from integrations like Shopify and Klaviyo.
Custom Fields: Add and edit Hoola contact fields.
Real-Time Editing: Update names and email addresses on the fly.
Expert Advice: Customize contact fields to capture information relevant to your business.
4. Feed Events
Feed events provide valuable context:
Hoola Actions: View actions performed within the platform.
Integrations: Observe events from Shopify, Klaviyo, and other integrations.
Notes: Review notes added by the team.
These events appear chronologically in the feed, offering a complete view of the customer's history.Maximize Information: Use events to understand the full context before responding to a customer.
5. (Re)Opening Conversations
The ability to open and reopen conversations is crucial:
Message Icon: Use the message or chat icon to initiate conversations with new contacts.
Reopening: Reactivate expired conversations by sending templates or messages.
Reactivation Strategy: Use this feature for proactive follow-ups and to maintain customer engagement.
To get the most out of Hoola's Inbox:
Customize Your Views: Create personalized filters for different types of inquiries or priorities.
Establish a Tagging System: Develop a consistent tagging system to categorize conversations.
Use Notes Strategically: Use notes to share crucial information with your team.
Regularly Review Events: Stay up-to-date with actions and changes in customer accounts.
Leverage Integrations: Use information from Shopify and Klaviyo to provide more informed support.