Using Conversations for Customer Follow-Up
Introduction to Customer Follow-Up 0:01
Presenter: Gary from the Training Department of Home Source Systems
Purpose: Discuss how to use conversations for customer follow-up.
2. Accessing the Quick Action Pop-Up 0:10
Locate the Quick Action Pop-up window in RPS.
Ensure it is enabled in your profile:
Go to Profile > My Profile.
Check the box for 'Show Quick Action Pop-up'.
Click 'Save'.
3. Understanding the Call List Feature 0:47
The Call List tracks due dates for follow-ups on quotes and sales orders.
Items are organized from oldest to newest.
Regularly check this list to manage follow-ups.
4. Following Up on Quotes and Orders 1:33
Click on the next item in the Call List to follow up.
Open the quote or order link to view details.
5. Using Conversations for Follow-Up 1:50
In the share and print area, choose to follow up via conversations (text).
Enter the customer's phone number and a note.
Click the 'Share' button to send the text.
6. Completing the Follow-Up Task 3:01
Return to the Quick Action button and the Call List.
Mark the quote as complete and add a note (e.g., 'sent text to customer on 3-27').
Set a new follow-up date if necessary.
7. Managing Sales Orders 4:03
Follow the same process for sales orders to check on delivery dates or other inquiries.
8. Engaging with Customer Responses 4:14
If the customer responds, return to conversations to send a reply.
Responses will be recorded in the conversation history.
9. Best Practices for Customer Engagement 4:52
Emphasize the importance of texting over emailing for customer follow-up.
Regular engagement leads to better customer relationships.
10. Conclusion 4:52
Thank the audience for their attention and encourage them to implement these practices.