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Brainery | | Sprint 14 Focuses on Instagram, Intuitive Features & Linnworks At-Risk Order Detection

Sprint 14 Focuses on Instagram, Intuitive Features & Linnworks At-Risk Order Detection

ecommercerelease notestools | November 3, 2021

From Instagram to Linnworks at-risk order detection and smart filters, Sprint 14 is designed to make servicing your customers faster, easier, and more intuitive.

Just in time for the holiday rush, Replyco is super excited to announce the release of Sprint 14. 

Users can now add Instagram social messaging, configure smart filters for better organisation, and reduce loss with the Linnworks at-risk order detection system. Plus, you can get easy access to a full customer history, move to the next ticket quickly, click through to more carrier details, and so much more.  Read on to get the full list of new features.

Instagram integration

Replyco Helpdesk for eCommerce Instagram Integration

More than one billion people use Instagram every month, and roughly 90% of them follow at least one business. This means that, in 2021, using Instagram for business is a no-brainer. That’s why we’re super excited to introduce Instagram to our suite of  instant messaging integrations to help you engage with customers at key moments in the sales process. 

To start receiving Instagram for business messages, login to your account and click on +Add Integrations at the top right of the app. 

Chat with us about this feature | Read documentation

Smart filters

Smart Filters - Replyco Helpdesk for eCommerce

Take control over how you view and manage incoming queries with the Smart Filters dashboard. Presort all of your messages into different query types or categories and view them from one central screen.

Query types include anything from product questions, to VAT invoices, or cancellation requests. Your selections are entirely up to you based on how you and your team best use Replyco. Better yet, Smart Filters  are clickable, so you get direct access to all of the details.

To activate Smart Filters,  navigate to Tools > Rules and create appropriate conditions.

Chat with us about this feature | Read documentation

Linnworks at-risk order detection

Linnworks Replyco At-risk Order Detection for eCommerce

How often have you been caught up on dispatching an order incorrectly because a cancellation request or address change was overlooked? Being able to quickly respond to changes in your eCommerce ecosystem is vital to avoiding such costly mistakes. 

With at-risk order detection, Replyco customers that have a Linnworks integration can now automatically identify and tag these potential problem orders, specifically cancellation or change of address requests, from directly within the Linnworks system.

Here is how it works:

  • A customer places an order.
  • An order gets downloaded into Linnworks.
  • A customer then decides to cancel an order and sends a message to the seller.
  • Replyco’s at-risk detection system identifies the potential problem, adds a tag (like Cancellation or Address Change), and automatically puts the order on hold until it has been addressed.
  • Replyco will also show that there is an unresolved ticket in relation to this order, making it easy to follow up with the customer to confirm the changes and add any necessary notes.

For Linnworks accounts that are already connected to Replyco, this feature will be automatically activated unless the user decides otherwise.

Chat with us about this feature | Watch video tutorial

Complete customer history in one view

Replyco Helpdesk for eCommerce View complete customer order and message history

If a customer has contacted you on more than one occasion, Replyco users can now access the full history and transcripts by clicking on the  number badge next to the customer name under Customer Details. 

This helps sellers get a better view into the overall buyer experience and aids in identifying possible issues.

Chat with us about this feature | Read documentation

Next Unread Ticket button

Replyco Helpdesk for eCommerce Next Unread Button

Due to popular demand, we’ve added the ability to jump to the “next unread” ticket from within a message, saving customers a few extra clicks (and valuable seconds).

Chat with us about this feature | Read documentation

Customisable email integration icon

Replyco Helpdesk for eCommerce Upload Company Icon

Instead of a generic “email icon,” users can now upload a customised image to better identify the source of the message, like particular stores or departments. To upload, edit the existing integration or include when you add a new one.

Chat with us about this feature | Read documentation

Reorder columns

Replyco Helpdesk for eCommerce Reorder Columns Sprint 14

Personalise your screen in any way you prefer by removing or adding  specific columns.

Chat with us about this feature | Read documentation

New order shipped tag

Replyco Helpdesk eCommerce Shipping Tags Sprint 14

Use the order_shipped_date tag to automatically populate the date the order was shipped directly into your messages.

Chat with us about this feature

SKU added to rule conditions

Replyco eCommerce SKU added to rule condition Sprint 14

Users can now automatically allocate specific messages to different folders based on the SKU number using rules.

Chat with us about this feature | Watch video tutorial

New carrier clickable tracking numbers

Replyco Helpdesk eCommerce New Carrier Clickable Tracking Numbers

You’ve asked, and we’ve delivered 5 new carriers to enable clickable tracking numbers for FedEx, ParcelDen, ParcelDenOnline, DPD Local, and Parcelforce.

Chat with us about this feature

Hyperlinks on Users dashboard and User Actions list

Replyco Helpdesk for eCommerce Hyperlinks for reporting

Monitoring user performance is now even easier with hyperlinks that provide direct access to view further details. Available under Reporting. 

Chat with us about this feature

Sprint 14 Final Thoughts

There are many more features and improvements that are included with Sprint 14. To learn more, please refer to the release notes inside the app or visit the changelog on our public roadmap.

Ready to give Replyco a go? Start a free trial or book a demo

Jodi Gaines CGO Replyco Helpdesk for eCommerce

About the author: Jodi Gaines

Jodi has been helping eCommerce sellers improve their communication and marketing strategies for more than 20 years. She currently serves as the CGO for Replyco Helpdesk. Jodi was also the co-founder, CEO and editor at ReplyManager (sold to Xsellco in 2015) and has helped manage growth strategies for multiple businesses and start-ups, including eBay, VWERL and Stop Aging Now (The Clorox Company). Follow Jodi on LinkedIn.

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