How To Answer Incoming Questions While At The Same Time Training ResponseQue
ResponseQue is more than just a communication software it is an automation tool. But ResponseQue never guesses the answers to questions, instead you and your team train it how to respond to questions while using the system yourself an here is how you do it…
As new questions come into the message queue you can assign them to categories of your business, this not only indexes the question in the system properly, but it also routes the question to the appropriate members of your team.
When you answer a question in ResponseQue you don’t just hit the Send button, you select one of three answer types…
- For page specific questions like if someone asks “Does this come in blue?” from a product page these you want to select the Public answer type and uncheck the Global option before you hit the Send button. This tells the system that the answer applies to anyone who asks it, however it only applies to that specific product page and not to any other page of your website.
- If someone asks a question like “What is your return policy?” you will want to answer it as a Public question and check the Global option. This tells the system this type of question applies to anyone who asks it and from anywhere on your website.
- If someone asks a private question like “Can you check on my order and see if it shipped yet?” or “What is my password?” the answer to these questiosn should be between that specific person who is asking it and you and not anyone else, so for these types of questions you want to make sure you select the Private option and that tells the system to pass these types of questions on to you and your team directly in the future.
- If someone asks a question like “I have a holiday sale promo code, when does it expire?” you will want to answer it as a Public type but also set an expiration date for the answer, this tells the system to answer future questions like this but only up until the expiration date.
- Finally if someone does not ask a question but rather makes a statement, or if they ask a vague question that requires you to ask another clarifying question back to them in order to give them an accurate answer, then in cases like these you will want to use the QueryBack answer type. This will allow you to send a response back to the help widget window and will keep the dialog box open for your client to reply through.
Note: If you continually use the QueryBack option to respond to a message you will essentially be live chatting with your customer while at the same time continuing to train the system on how to handle future similar dialogs on your behalf.
Using these powerful options when answering your incoming messages you can quickly, organically and effectively train the ResponseQue system how to accurately answer future questions on your behalf which can result in an inbox reduction of around 81% freeing up countless hours and reducing frustrations for you and your team while still ensuring your clients and customers get the best possible support when and where they need it.