LL - Responding to Emotive SMS messages

      About SMS  

      watch video 1: https://www.loom.com/share/a73c2497ec804bad9ef9b22997049bd7

      How do people get signed up for SMS marketing? 

      • On our Shopify websites, we have a 10% coupon offer that adds people to our SMS mailing list. We then send them periodic marketing-type messages, promotional offers, and follow-up questions about their past order. 
      • Customers can opt-out of these messages at any time by replying STOP to our SMS message. 
      • You can also manually opt them out in the emotive app. 

      Rules for responding to SMS: 

      • Just like we do in email support, you should respond to ALL the SMS / Texts that we receive (unless a customer is writing us with a "thanks" to close the conversation). 
      • Whether it's a service need, a general question, a product inquiry, or even when they are only commenting on the text they received from us, you will still reply with a friendly response. 
      • The reason we respond to ALL messages is that we want to ENGAGE with our customers, show that we care, and acknowledge what they are saying! Even if they don't really "need" anything or have a question, they still get a friendly response. 
        • Like: "Thanks for taking the time to reply. We're here if you have any questions, name!" or "We really appreciate your feedback, let us know how we can help!" or "Great to hear back from you, let us know when you need to reorder (PRODUCT)! Have a great day!" 
      • We want to maintain a positive brand image so the tone you want to have is: friendly, caring, and enthusiastic with an eagerness to assist the customer or offer support. 
      • Responses should be short and sweet: think about texting your friend. No one wants to read a novel! 
      • Responses that require a lengthy response (more than 200 characters) should be moved to email: Text the customer your intent to send them additional details via email and include the email address you are sending to. If you don't know the best email, it is ok to ask them for it. 
        • Like: "I'd love to send you details about this via email, Name. I'll be sending those to (Email) or What is the best email for me to send those to? 
      • Always start with Hello or Hi customer name: Or integrate the person's name into your reply somewhere. 
        • Like: Hi Karen! yes, the BOGO sale is still running until tomorrow! use coupon BOGO123 
      • Respond to SMS by sorting oldest to newest: Once you've sorted you can scan through all the texts and look for urgent needs, like cancels or order updates that need a fast response. After those are cleaned up you should reply to nonurgent requests, oldest to newest. 
      • Try as much as you can to bring the subject back to our brand:
        • Example: Hello Bill, you make a great point, thanks for sharing! Our product does just that by -xxx-- We are here if you have any more questions.
      • General Questions - If the customer has a question about our company or the product, you should answer it in a SHORT-FRIENDLY response. (No long saved replies should be used) We want to post a friendly, personal, please & thank you, call them by their name, and short responses to their question. 
      • Service requests - If a customer asks about their order or for return instructions, search our system using the name on their text account and try to access their order history. If you can't find it, respond to them and ask them for the email address used on their order. If you do find it, respond politely and let them know we will send them an email with details, also post our phone number and support email so they can contact us that way too. 
      • Difficult to answer questions - Use product faqs and all resources available in help scout saved replies or the library to help you reply to more difficult questions. 
        • In cases of difficult-to-answer product/ingredient-type questions that you are unable to answer, rather than leave the customer waiting, you should reply like this:  "Great question! I'm going to need a little time to get you the correct answer. I'll create a ticket about this and email you at (email address). Sound ok?"  
        • Then you can create a ticket in HelpScout, including the customer question in your note, and ask for help from the appropriate team member - just like we do with emails! update the customer's profile in emotive using the info you collected. 
      • Questions about existing orders - If the customer's profile in emotive isn't updated and they mentioned they ordered or haven't received their order, etc. check SI and HS first using the customer's name and/or number. If you are unable to locate their order, then it is Ok to ask them for the email address they used to place their order so you can locate it. Make sure to update their emotive profile with the info you collect. 
        • If their profile is updated in emotive, orders placed via emotive will reflect on their profile. You can also check the customer's order summary thru the subscriber's link.
      • When sending a reply to a customer please add your initials after your reply. here’s an example: “I’d love to send you details about this via email, Gloria. I’ll be sending those to you at <brunkgloria@gmail.com>  -LG ”
      • Always update the customer's profile in emotive.

      Operating Emotive - 

      watch video 2: 

      https://www.loom.com/share/2bce57de1e814d19a1e3c8e434e0d0be

          Steps to follow:

          To reply to a notification by SMS, simply log in to the Emotive app. 

          • We can log in from Shopify (click "apps" in the left sidebar and select Emotive - then log in with the credentials below).
          • Or we can go directly to the Dashboard URL listed below to log in. 

          1. Log in to emotive

          SCS: 

          https://www.emotiveapp.co/dashboard

          Username: suncoastsciences
          Password: ftr7GYC.wuf_yxj*wtq

          DML: 

          https://www.emotiveapp.co/dashboard

          username: delmarlaboratories
          Password: nbn4qfg7HYK!hju2jmp

          RME: 

          https://www.emotiveapp.co/dashboard

          Username: radiantme
          Password: yrQVQthZ
          Email Recovery: accounts@theheroco.com

          2. Click on conversations in the dashboard on the left to view customer responses. 

          3. View and sort inbox to “OLDEST”, and respond from oldest to newest. 

          4. Scan through the messages received for urgent or time-sensitive requests like cancels and order updates. Do those first. 

          5.  Also, view "HANDOFFS" conversations to see if there are concerns that haven’t been responded to.

          6. Close the conversations once they are resolved. 

          7. Opt of those who ask to be unsubscribed from texts.

          8. To look for previous conversations, click on the search button, type the customer’s name or number and wait for the site to load. DO NOT HIT ENTER.

          C:\Users\User\Desktop\emotive 1.png

          8. To manually opt out customers, click on subscribers and search the customer by name. Click opt out. 

          C:\Users\User\Desktop\emotive2.png

          C:\Users\User\Desktop\emotive3.png

          1. Conversations - Contains all open messages where customers have replied to Broadcasts.
          2. Handoffs - Contains messages between customers and Emotive Shopping Experts that have been handed off to you. Be sure to monitor this tab, as these issues were not resolved by our Shopping Experts.
          3. All Messages - View and respond to all your messages in one place. You’re able to filter messages by unread, open, closed, and opted out.

          Note: You can respond to any customer from any tab, even when a conversation has been closed.

          Be accountable

          • Use the CH-SMS-Team slack channel to communicate with the Emotive team about Emotive content, issues, questions. 
          • Check in on the CH-SMS-Team slack channel when you start and end your SMS shift. 
            • For example:  On SMS duty
              Start - Total active and unresolved tickets: 7  & End - 0 tickets 
          • Use the SMS Tracker to log the number of responses in the box when you started and how many you replied to.
          • Add your initials onto the end of your SMS replies. 
            • Like: "Yes, I'm happy to take care of that for you. Let me know if you need anything else! -lg"

          Other Tips:

          • Conversation Tips: https://emotive.zendesk.com/hc/en-us/articles/4422750852119-Using-the-Conversations-tab-to-Manage-Customer-Messages
          • Emotive Help Center: https://emotive.zendesk.com/hc/en-us
          • You can search for conversations that have been closed and still respond to them. 
          • You cannot respond to a message that has been closed if the customer opted out. 
          • We can send links in emotive. 
          • Opt out = unsubscribe. This can be done manually from emotive or the customer can reply STOP. 
          • The order summary is very helpful when trying to double-check promotions, discounts, etc.
          • Be familiar with the macros in the emotive app: They are set up to help you reply quickly to common or repetitive questions.  
            • Macros no longer appear in Conversations, but can still be accessed by going to Settings > Macros. We recommend opening a second tab to use Macros alongside the new Desktop Conversations.
              DISCOUNTS: if you need a coupon code for our SMS customers this code is good for 20% off (one time use per customer). Code = text20
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