It's convenient when there are few messages and client requests: you can handle them manually. But over time, the reach increases, and the flow of questions does too. To avoid losing clients and to lead them to a sale, it's essential to systematize the responses.
How to not miss the moment and the client: setting up notifications
Igor sells stylized portraits. Usually, clients buy them as gifts—reaching out a few weeks before the holiday date. It's already March 1st, and there are no orders. After some time, Igor realizes that he missed messages in the messenger. Clients were asking about prices and timelines, but now it's no longer relevant.
What to do? Use the "Monitoring" feature in Postmypost. This tool notifies you of all events in your account in real time. Did a user leave a comment? You'll receive a notification. Did someone message the group privately? You'll see that in your feed as well.
The service keeps a history of conversations. It's convenient to communicate with a user, even if another specialist had previously chatted with them.
To access this section, click on the "Monitoring" button in the left menu.
«Important», «Priority», «Stuck on Cart». Choosing Tags.
Olga owns a store that sells eco-friendly products. Clients message her in the community's private chat. However, Olga struggles to keep track of who has already paid, who is just inquiring, and who is a regular customer.
Tags would solve the problem. A green tag with the text «Priority» is for regular customers. A blue tag with, for example, «FAQ» is for frequently asked questions.
Artem manages social media for a clothing brand. A new collection has just been released along with a promotion. In the private messages, questions about the terms have mixed with numerous standard inquiries. It's impossible to gauge the reaction of potential buyers to the collection and the promotion.
In this situation, it would be convenient to label thematic messages with the tag «Promotion». Artem would immediately see the audience's response and could make adjustments to the content.
Marina is an SMM specialist for a large cosmetics brand. During sale days, the number of messages about discounts and delivery increases significantly. The flow of complaints remains the same, and all of them need to be addressed. However, it's easy to lose a negative comment among the relevant questions.
The solution is to use tags like «Discount», «Delivery», and «Complaint». Marina will be able to filter requests immediately: quickly respond to the most important ones and address negative feedback.
Nastya works in customer support for an online service and processes dozens of repetitive requests every day. It's difficult not to get confused with clients and information.
We suggest that Nastya add notes for each client—recording details of past inquiries. This will make it easier to navigate the communication history and make personalized offers.
How to connect tags and notes
- Open the «Monitoring» tab and click on the tag icon next to the desired message.
- Select a tag and click «Save».
- Choose the filter icon above the dialogues.
- Select the desired tag to see messages associated with it only.
The attached tags will be displayed under the chat windows. To add more detailed information, select the «Details» tab. There, you can view the list of events, the message thread, and add a note about the user.
Keep the tag «save» for this article in mind. Use it!
