Here at Salesfloor, we provide your customers both Email and Text Message options so they can feel comfortable when choosing how they would like to correspond with your associates. But we didn't forget your associates' either! We've outlined the process here on how associates can find customer text message requests, how to respond via text, and how contacts can be added or edited.
Skip To:
- Locating text messages in the Hub
- Replying to a text message
- Adding new contacts & updating existing contacts
Locating text messages in the Hub
Once a customer submits a text message request, they will receive a confirmation via text message to the number they provided. Received requests can be found by associates within the Salesfloor app, based on how the customer submitted their request:
- All requests submitted from the Connect Widget can be found within the New Leads folder (for a team-mode retailer, requests are sent directly to the Customer Requests folder).
- Requests submitted from an Associate's Storefront or Footer are found directly in their Text Messages folder.
Replying to a text message
Associates can respond to customers by opening the text message and clicking on Reply located in the bottom left of the taskbar. The option to Resolve or forward to the request your internal Customer Support can also be actioned on from the taskbar.
Similar to other SMS services, the associate and customer will be able to exchange text messages pertaining to the customers' request. During this exchange, the associate can include attachments to share with the customer and permit the customer to click through to product pages, their storefront, etc.
Adding new contacts & updating existing contacts
Each Text Message request also includes an indication to let associates know whether the client is a new or existing Contact for that associate. If the client is not an existing contact, the associate can click Add to Contacts to add the customer as a contact in their records.
Selecting Add to Contacts prompts a menu with additional options for associates to:
- Create a new contact
- Add the client's phone number to an existing contact
- Search the client's name in their contact book
- Search the client's phone number in their contact book