Sprint 8 Offers Better Dashboard & Reporting, New Dark Mode Theme and More
Last Updated: September 20, 2020
The Replyco Sprint 8 update provides eCommerce sellers with a host of useful tools to better manage communications, including our new Dashboard.
Thanks in large part to user feedback and requests from eCommerce sellers on our Public Roadmap, we’re back again to share an exciting announcement with you. The Replyco Sprint 8 update is officially live!
We know you’re busy, so we won’t waste any time before getting to the good stuff. Keep reading to learn more about the myriad of new features, tools, improvements and more included in the Sprint 8.
Upgraded Dashboard & Reporting
The Replyco Dashboard is where you keep track of every facet of your messaging and customer service performance. Messages failed to send? Team members taking too long to answer queries? Certain days of the week more busy than others? You can find the answers to all of these questions and more in your Dashboard.
We know it’s the hub of your entire customer service operation. So we’ve drastically upgraded the new Dashboard with tons of useful features, sections and options.
Your Dashboard Overview gives you a snapshot of your tickets, including Created Tickets, New Tickets, Not Resolved Tickets and more. From within the Overview, you can now filter what you see by Account, Marketplace and / or time range (Last 7 days, Last 90 days, Custom, etc.).
The new Dashboard also allows you to view detailed information about your team’s overall performance, integrations, specific products, labels, individual users and cases.
The ability to assess when you receive the most messages enables you to better manage things like employee schedules, lunch breaks and days off. And of course, detailed reporting on user performance helps you make sure your entire staff is providing the best service possible to customers. Finally, in-depth reports on messages that failed to send, why they failed to send and what you need to do to correct the error helps ensure no customer inquiries fall through the cracks.
Dark Mode Theme
For some users, staring at a bright screen to answer customer inquiries all day can be quite hard on the eyes. Much like the options on your smartphone, we now offer a Dark Mode theme for anyone who prefers a dimmer-yet-still-handsome interface.
For Replyco’s Dark Mode viewing option, we essentially revamped the look of our interface from scratch. Everything from buttons to borders to ticket views have been updated to display in subtle, easy-on-the-eyes shades while still being clear and readable.
While it may not seem like a huge feature change, we’ve had tons of requests for this particular option. So we are excited to offer it to our users!
New Features & Improvements for eBay Users
As we discussed in another recent blog post, eBay sellers must adhere to specific guidelines in order for their messages to be delivered. If you’re an eBay seller, you can’t include contact information, website links or any attached files that aren’t PNG or JPG in your messages to buyers. These rules apply to every part of your message: the body text, subject line and signature.
If you include a phone number, email address, website link or disallowed file type in a message, eBay will reject it. This results in you unknowingly failing to respond to customer inquiries. You could also be penalized by eBay.
Luckily for Replyco users, we’ve got you covered with new features included in our eBay integration. First, if you or a team member sends a message containing prohibited information and eBay sends an error notification, you can view that info in the “Error After Sending” section of your Replyco Dashboard. When you click into that section and open the message, you can hover over the red error notification to see exactly why your message failed to send. This allows you to make the necessary corrections and resend.
We’ve also added an attachment converter for eBay. If a member of your team attaches a PDF to an eBay message, we will now automatically convert it to an image file so the message sends with no problems.
One last tweak we’ve made to our eBay integration is to provide a user name in the eBay Cases screen. This is handy when a customer asks for a return or opens any other type of eBay case against you. By being able to see the name of the user in your main eBay Cases screen, you can easily check to see if you’ve had other orders from them.
Improved Message Forwarding Features
We are constantly striving to make communication for eCommerce sellers as effective and easy as possible. And we know sellers must frequently communicate certain information to multiple people at the same time.
For that reason, we’ve now introduced the ability to forward messages to multiple recipients from the Replyco system. Need to forward something to your accountant and supply manager? Or maybe you want to forward information to your courier, product manufacturer and supplier all at once. You can now do so without issue.
And to make things even easier, we’ve also added the ability to use templates when forwarding messages. You can now save more time than ever with Replyco, while communicating with everyone you need in order to keep your business running smoothly.
Message Signature Updates
Another way eCommerce sellers save time, stay on-brand and convey professionalism is through message signatures. So we’ve given our signature capabilities a major facelift.
First of all, if you have a lot of integrations (Amazon, eBay, etc.), you can now easily attach your signature to both new and forwarded messages. All you need to do is create your Branded Signature for the correct integration in the Replyco system. Then every outgoing message — whether new or forwarded — will go out with the correct signature for the associated integration. For example, if you forward an eBay message, that message will automatically contain your eBay signature. But if you forward to Amazon, it will have your Amazon signature.
Secondly, we know a lot of sellers want to include various features in their signatures, such as logos or clickable social media icons. Now, with our newly added HTML for signatures, you can include virtually any branded media you’d like. This means you can customize your signature to perfectly convey your company’s branding tone and aesthetic, as well as link to your website and social media.
Better Tools for Rules Setting & Customer Service Team Efficiency
We know eCommerce sellers need smart tools to keep up with their customer service team’s performance and act on it accordingly.
Replyco administrators can now apply a rule that calculates the number of messages within a single ticket and takes automatic action when certain parameters are met. For example, you can set a rule that says when messages in a ticket exceed five, that ticket is automatically allocated to a specific person (such as a customer service manager). This allows you to keep up with team performance and take immediate action when inquiries are not being resolved effectively.
We have also added a new “Run Rules” button which allows you to retroactively apply new rules to all tickets. This is especially helpful if you have a lot of integrations and receive tons of messages. When you set a new rule that you want applied to all messages (such as a rule that all eBay messages should go to a specific person), you can simply save the rule, click “Run Rules” and it will be applied to all messages in your system. This is great for users who need to make changes to workflows on the fly.
More to Love
In addition to the aforementioned updates, we’ve added several more tools and capabilities to our software. Many of these have to do with better options for sorting, filtering, tagging and organization. A few more of the Sprint 8 features include:
- Added first name tag
- Improved shipping service updating in Linnworks
- Added sorting for all Labels in Filter by A to Z
- Ability to select Label to assign sorted by A to Z inside a ticket
- Improved message / order info view if customer sends image without text
- Improved interactions with My Tickets tab
- Ability to set whether or not you are automatically redirected to My Tickets screen after clicking on the “Close” and “Send” buttons
- After creating ticket, users are now automatically assigned that ticket
- Added info about rules in Ticket Changelog
- Changed color of Send button to blue
As usual, all of the Sprint 8 upgrades are automatically included regardless of your Replyco plan level. If you’re not a Replyco user, but want to take control of your inbox, boost response times and improve customer service, start your free 7-day trial today (no credit card required)! Want to learn more first? Feel free to take a tour of features.