However, there may be cases when you don’t need to use ZoomSphere to respond to a message. For example, it may require a telephone call, need to be resolved internally, or be passed to another external party (eg. Ombudsman). We at ZoomSphere understand that each business had different needs and requires alternative methods of resolution and evaluation for each case.
If you manage incoming messages using a variety of methods, take a look at the new section we’ve added in the Advanced Settings of your account. This option is only available to administrator accounts in ZoomSphere (master account). The first thing you’ll notice is that we slightly reorganised Advanced Settings to allow you to manage multiple Workspaces much more easily.
Workspaces each have their own settings and thus alternative ways of customisation. There are some similiarities and other methods that will differ from workspace to workspace depending on the business or sector. For definitions of these new states scroll down and take a look:
You can also add a customised icon to each incoming message. Just enter a resolution name, choose a color and icon, then save the new settings by clicking on the button.
The Customer Care module would then start to look something like this:
When viewing a message in Customer Care you will still see the same checkmark as you do now, but once you hover over the message your new alternatives will appear. Once a choice is selected, it remains permanently visible on the post and you’ll know immediately just how your the message was handled!
The visual notification is not the only change. If you look at the statistics inside your Customer Care module, you’ll see we’ve added a new graph section which includes all the data around your new methods of handling incoming messages.
This update is another way that ZoomSphere helps you customise and analyse your customer care across social media. We hope you like the additional features and look forward to your feedback!