{"id":4544,"date":"2021-03-19T16:07:14","date_gmt":"2021-03-19T09:07:14","guid":{"rendered":"http:\/\/helpv2.mshopkeeper.misa.local\/en\/?post_type=ht_kb&p=4544"},"modified":"2021-03-19T16:08:15","modified_gmt":"2021-03-19T09:08:15","slug":"tu-van-va-tra-loi-khach-hang","status":"publish","type":"ht_kb","link":"\/en\/kb\/tu-van-va-tra-loi-khach-hang","title":{"rendered":"Advise and reply to customers"},"content":{"rendered":"

1. Purpose<\/span><\/strong>
Help the staff manage, reply to customers’ comments\/messages on their\u00a0Fanpage.<\/span>
\n<\/span>
2. Instruction steps
1. OCM synchronizes all messages and comments of customers on the shop’s connected fanpages.
\n<\/span>– On sale screen, OCM shows customers’ messages\/comments in these tabs:<\/span>
\nCase 1: The shop uses chatbot with Welcome message<\/span>
\n+ All tab: Load all of customers’ replied messages and comments on fanpage excluding livestream comments<\/span>
\n+ Message tab: Load all customers’ replied messages<\/span>
\n+ Comment tab: <\/span>Load all customers’ comments on fanpage excluding livestream comments
\n<\/span> + Chatbot tab: Load all messages the customers send for the first time and are not replied<\/span>
\n+ Livestream Tab: Load all customers’ comments on livestream<\/span>
\nCase 2: The shop does not use chatbot or use it without Welcome message<\/span>
\n+All tab:\u00a0<\/span>Load all of customers’ messages and comments on fanpage excluding livestream comments<\/span>
\n+<\/span>Message tab: Load all customers’ messages (including replied and not yet replied ones)
\n<\/span> +Comment tab: <\/span>Load all customers’ comments on fanpage excluding livestream comments
\n<\/span><\/span> +Chatbot tab: There’s no data
\n+Livestream Tab:\u00a0Load all customers’ comments on livestream<\/span>
\n– Click to view customer’s message or comment<\/span><\/span>
\n<\/span><\/strong><\/span><\/p>\n

\"\"
\n2. Reply to customers’ messages and comments.<\/span><\/p>\n

– Reply to customers’ messages and comments. You can filter unseen messages\/comments.<\/p>\n

\"\"
\n– Click on Chatbot tab\u00a0to view all messages the customers send for the first time. Note: after replying to customer’s message, this message will be moved from Chatbot tab to Message tab.
\n– Click on Livestream Tab\u00a0to view and reply to all comments on livestream<\/p>\n

\"\"<\/p>\n

– You can filter messages\/comments of customers by clicking on the filter icon on top of the conversation<\/p>\n

\"\"<\/p>\n

– It is possible to synchronize manually when the program has connection error and cannot load all messages from fanpage to the software.<\/p>\n

<\/a>–\u00a0You can update status of read or unread messages\/comments when the staff has seen it but not yet replied by right clicking on the conversation to be updated<\/p>\n

\"\"<\/p>\n

– You can filter messages\/comments which are seen but not yet replied by clicking on the icon \u00a0\"\"<\/p>\n

<\/a>\u00a0\u00a0\u00a0\"\"<\/p>\n

 <\/p><\/blockquote>\n

 <\/p>\n

3. With <\/span>Comment<\/strong>, you can\u00a0<\/span><\/span>Like<\/strong>,\u00a0<\/span><\/span>Hide<\/strong>,\u00a0<\/span><\/span>Send message<\/strong>\u00a0<\/span>or\u00a0<\/span><\/span>Delete<\/strong>\u00a0<\/span>by clicking on the comment and select an action.
\n\u00a0 \u00a0<\/span>\"\"<\/span><\/div>\n
\n
\n– Send message to chat with customers: Click Send and the customer will instantly receive message on their Messenger.<\/span><\/span> <\/p>\n<\/div>\n<\/blockquote>\n
\n
\n
\n

\"\"<\/p>\n

– For the comments which you have sent message, the icon \"\"\u00a0will turn into blue \u00a0\"\"
\n– Click on the icon\u00a0\"\"\u00a0to view message history<\/p>\n

\"\"<\/p>\n

– You can quickly chat with customer in message history.
\n– Click on View details to go to message box.<\/p>\n

\"\"<\/p>\n

Note:\u00a0<\/strong>For the customers who have never chatted with fanpage, after sending the first message their messenger will show a warning and do not allow the fanpage to send message. However, if the customer replies, your fanpage can send message.<\/p>\n<\/div>\n<\/div>\n<\/blockquote>\n

\n

4. During conversation, click the icon\u00a0<\/span>\"\"\u00a0and select<\/span>\u00a0<\/span>Message template<\/strong>\u00a0if you want to use message templates on the program.<\/span><\/p>\n

\"\"

– Click on the message template or chat with syntax as in Shortcut to use the template.
\n<\/span>–\u00a0<\/strong>To set up message template, click on the icon \"\"\u00a0and add\/edit\/delete as needed. View details\u00a0here<\/a>.<\/span><\/p>\n<\/div>\n

5. Click the icon\u00a0<\/span>\"\"\u00a0<\/span>to upload photos, drag and drop photo from computer to the software or copy and paste photos to send to customers.<\/span>
6. Click\u00a0<\/span>\"\"\u00a0if you want to use “Like” icon<\/span>.<\/span><\/span><\/p>\n

\"\"
\n7. When the customer asks about any product, click the icon\u00a0<\/span>\"\"\u00a0to look up inventory<\/span>.<\/span><\/span><\/p>\n

\"\"<\/p>\n

8. When the customer asks about promotion, you can check promotion and advise customer immediately as follow:
\n<\/span>– Click the icon\u00a0<\/span>\"\"\u00a0and select<\/span>\u00a0<\/span>Promotion program<\/strong>.<\/span><\/p>\n

\"\"
\n– Click the icon\u00a0<\/span>\"\"\u00a0<\/span>to send message.<\/span><\/p>\n

\"\"<\/p>\n

\"\"<\/p>\n

\n
\u00a0<\/span><\/div>\n<\/blockquote>\n

9. You can assign tags to each conversation to follow up and manage.<\/span><\/p>\n

\"\"
\n– Click the icon \"\"\u00a0and drag and drop to organize order of tags.
\n– Click \u00a0\"\"\u00a0to add tag. Then click Save.<\/strong><\/span>
\n\"\"
\n<\/span><\/p>\n

 <\/p><\/blockquote>\n

10. During conversation, you can update the customer’s personal information by select the text and add to the right field.<\/span><\/p>\n

\u00a0\u00a0\u00a0\u00a0\"\"
\n– Or click the icon \"\" to update customer information
\n<\/span>
\n<\/span>\u00a0\u00a0\u00a0\u00a0\"\"<\/p>\n

11. When the customer provides location, you can click on the map and check their location.<\/p>\n

12. For the shops with multiple connected fanpages, when there’s any comment\/message, the program shows new messages\/comments corresponding to each fanpage.<\/p>\n

\"\"<\/p>\n

\u00a0<\/span><\/p><\/blockquote>\n

4. Note
\n<\/span><\/strong>1. If you want to edit\/delete comment, you can click on the comment and then click \u00a0\"\"\u00a0 if you want to edit comment\u00a0<\/span>or click\u00a0<\/span>\"\"<\/span>\u00a0<\/span>if you want to delete comment.<\/span><\/p>\n

\"\"
\n2. You can search customer by name, phone number, address or tag<\/span>.<\/span><\/p>\n

\"\"<\/p>\n

3. You can open the post where the customer replies to fanpage by clicking on the icon on the top right.<\/span><\/p>\n

\"\"<\/p>\n

4. You can filter comments by post by clicking Comment, click filter icon and select filter by post<\/p>\n

\"\"<\/p>\n

5. You can sort conversations by filter criteria<\/p>\n

\"\"<\/p>\n","protected":false},"excerpt":{"rendered":"

1. PurposeHelp the staff manage, reply to customers’ comments\/messages on their\u00a0Fanpage. 2. Instruction steps1. OCM synchronizes all messages and comments of customers on the shop’s connected fanpages. – On sale screen, OCM shows customers’ messages\/comments in these tabs: Case 1: The shop uses chatbot with Welcome message + All tab:…<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[353],"ht-kb-tag":[],"class_list":["post-4544","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-thiet-lap-facebook"],"yoast_head":"\nAdvise and reply to customers - User Guide for Shop Management Software MISA eShop<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"\/en\/kb\/tu-van-va-tra-loi-khach-hang\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Advise and reply to customers - User Guide for Shop Management Software MISA eShop\" \/>\n<meta property=\"og:description\" content=\"1. PurposeHelp the staff manage, reply to customers’ comments\/messages on their\u00a0Fanpage. 2. Instruction steps1. OCM synchronizes all messages and comments of customers on the shop’s connected fanpages. – On sale screen, OCM shows customers’ messages\/comments in these tabs: Case 1: The shop uses chatbot with Welcome message + All tab:...\" \/>\n<meta property=\"og:url\" content=\"\/en\/kb\/tu-van-va-tra-loi-khach-hang\" \/>\n<meta property=\"og:site_name\" content=\"User Guide for Shop Management Software MISA eShop\" \/>\n<meta property=\"article:modified_time\" content=\"2021-03-19T09:08:15+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Advise and reply to customers - User Guide for Shop Management Software MISA eShop","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"\/en\/kb\/tu-van-va-tra-loi-khach-hang","og_locale":"vi_VN","og_type":"article","og_title":"Advise and reply to customers - User Guide for Shop Management Software MISA eShop","og_description":"1. PurposeHelp the staff manage, reply to customers’ comments\/messages on their\u00a0Fanpage. 2. Instruction steps1. OCM synchronizes all messages and comments of customers on the shop’s connected fanpages. – On sale screen, OCM shows customers’ messages\/comments in these tabs: Case 1: The shop uses chatbot with Welcome message + All tab:...","og_url":"\/en\/kb\/tu-van-va-tra-loi-khach-hang","og_site_name":"User Guide for Shop Management Software MISA eShop","article_modified_time":"2021-03-19T09:08:15+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"\/en\/kb\/tu-van-va-tra-loi-khach-hang","url":"\/en\/kb\/tu-van-va-tra-loi-khach-hang","name":"Advise and reply to customers - User Guide for Shop Management Software MISA eShop","isPartOf":{"@id":"\/en\/#website"},"datePublished":"2021-03-19T09:07:14+00:00","dateModified":"2021-03-19T09:08:15+00:00","breadcrumb":{"@id":"\/en\/kb\/tu-van-va-tra-loi-khach-hang#breadcrumb"},"inLanguage":"vi","potentialAction":[{"@type":"ReadAction","target":["\/en\/kb\/tu-van-va-tra-loi-khach-hang"]}]},{"@type":"BreadcrumbList","@id":"\/en\/kb\/tu-van-va-tra-loi-khach-hang#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"http:\/\/help.mshopkeeper.com\/en"},{"@type":"ListItem","position":2,"name":"Advise and reply to customers"}]}]}},"_links":{"self":[{"href":"\/en\/wp-json\/wp\/v2\/ht-kb\/4544","targetHints":{"allow":["GET"]}}],"collection":[{"href":"\/en\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"\/en\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/comments?post=4544"}],"version-history":[{"count":2,"href":"\/en\/wp-json\/wp\/v2\/ht-kb\/4544\/revisions"}],"predecessor-version":[{"id":4546,"href":"\/en\/wp-json\/wp\/v2\/ht-kb\/4544\/revisions\/4546"}],"wp:attachment":[{"href":"\/en\/wp-json\/wp\/v2\/media?parent=4544"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/ht-kb-category?post=4544"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"\/en\/wp-json\/wp\/v2\/ht-kb-tag?post=4544"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}