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Brainery | | Amazon feedback announced with Replyco Sprint 15

Amazon feedback announced with Replyco Sprint 15

From Amazon feedback requests to user role management, file drag and drop, and team mentions, Sprint 15 helps you stay on top of your reputation with better customer service.

We’re rounding out 2021 by delivering our most requested feature – Amazon feedback requests. Plus, we’ve added small tweaks to design and workflows that help improve your overall experience, including tagging team members, user role management, CC, BCC, file drag and drop, and more. Read on to get the full list of features.

Amazon feedback requests [BETA]

Amazon Feedback Request Replyco Helpdesk

The ability to proactively seek feedback from Amazon customers is vitally important to the health of an Amazon eCommerce business. That’s why we’re so incredibly excited to announce that Amazon Feedback Requests [BETA] is now available to our business and enterprise clients.  

Here’s how it works.

Using the Amazon “Request a Review” template, sellers will be able to create a customisable set of rules to automatically trigger feedback requests, including  affected channels and send schedule, plus the ability to exclude orders with active tickets or open cases. And if you decide to send requests manually, you can do that as well. Pending requests can be cancelled at any time before they are triggered in the system.

 

Set automation rules for requesting Amazon feedback - Replyco Helpdesk

 

Automatically request feedback from Amazon buyers Replyco helpdesk

 

In addition, all Amazon neutral and negative feedback can now be viewed alongside eBay feedback under the Feedback List section.

This feature is currently in Beta and only available to those that request access. 

💬 Request access via chat or send an email | Read documentation

Mention team members in notes

Mention team members in internal notes - Replyco Helpdesk

Need to get the attention of a team member when adding a note to an order? Simply start by typing the @ symbol and a list of team members will appear for selection. Once selected and the note saved, they will be notified immediately.

Team mentions send immediate notifications - Replyco Helpdesk

💬 Chat with us about this feature | Read documentation

User role management

Assign users to different roles - Replyco Helpdesk

You’re now able to specify roles for each user in your Replyco account:

  • User: Full access to tickets, labels, and global search. Tools access limited to Customers, Orders, and Products. Dashboard overview only.
  • Moderator: Provides additional access to Cases, Feedback, and Instant Messages.
  • Admin: Full access to everything.

💬 Chat with us about this feature | Read documentation

Carbon copy and blind carbon copy

Carbon copy and blind carbon copy now available with Replyco Helpdesk

The classic carbon copy (CC) and blind carbon copy (BCC) features have been added so sellers can keep colleagues or other vendors in the loop when responding to a customer message.

💬 Chat with us about this feature

Default sending delay for messages

Delay messages for easy undo - Replyco Helpdesk Delay messages for easy undo - Replyco Helpdesk

Replyco now allows each user to set up a delay-by-default time when sending messages. When delayed, users can cancel the message before the delay time elapses. Similar to an “undo” button in Gmail, but better!

This setting can be found at Account Settings > Settings.

💬 Chat with us about this feature

Drag and drop files

Drag and drop files into your message with Replyco Helpdesk for eCommerce

Instead of having to click on “Add Attachment,” users can now easily drag and drop files into a message, making responding even faster and easier than before.

💬 Chat with us about this feature

Language detection in column view

See which language your email is in using Replyco Helpdesk for eCommerce

Handling international customers? Language detection can now be seen in the Ticket List column view. This feature is turned off by default. The language condition must be added to the rules engine before you update column settings. Don’t forget that all  Ticket List columns can be moved or resized as you wish.

💬 Chat with us about this feature

Improved user interface

Improved user interface for Replyco Helpdesk for eCommerce Replyco Helpdesk for eCommerce - Easier to use than ever before

Replyco’s interface has never been more handy and responsive than now. With an improved button design on the general ticket list (and inside tickets), and an additional drop-down menu added when right clicking on a ticket, users will be able  save precious seconds with fewer clicks, less mouse movement, and minimal scrolling.

Plus, we’ve added a badge for new messages in the Instant Messages section.

💬 Chat with us about this feature

Other important updates

  • Total tickets and order number viewable under Customer Details
  • Push notifications available on mobile when a ticket is assigned
  • Added ability to restore default columns settings in general ticket list
  • Linnworks invoices now automatically added as an attachment
  • Added notification for snoozed messages after sending
  • Added links for Amazon Products

Sprint 15 final thoughts

There are many more features and improvements that are included with Sprint 15. 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

Artem Verovenko

About the author: Artem Verovenko

Artem is passionate about helping online retailers streamline their customer service. He currently serves as CEO of Replyco and previously spent more than 9 years helping Linnworks, the U.K.’s largest multi-channel software provider, scale to 3,000 eCommerce customers. Artem graduated with honors from London School of Commerce with a Bachelor of Arts degree in business administration, management and operations. Follow Artem on LinkedIn.

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