Mteja's Team Inbox is a versatile CRM (Customer Relationship Management) tool designed to streamline customer interactions and enhance team collaboration. It centralizes all customer communications, including SMS, WhatsApp messages, and phone calls, into a single, user-friendly interface. This enables teams to efficiently manage, track, and respond to customer inquiries in real-time.
Key CRM features of the Team Inbox include:
Centralised Communication: Consolidates messages from various channels, ensuring no customer inquiry is missed.
Collaboration and Assignment: Allows team members to assign conversations, track message status, and collaborate on responses, ensuring a seamless customer experience.
Real-time Updates: Provides instant notifications and updates on new messages and calls, enabling timely responses.
Use Cases
Customer Support:
- Centralised handling of customer inquiries from multiple channels (SMS, WhatsApp, calls) in one interface.
- Quick assignment of support tickets to the appropriate team members.
- Tracking and managing the status of customer issues until resolution.
Live Chat:
- Send real-time messages, ensuring prompt responses to customer queries and concerns.
- Team members can personalise responses, enhancing customer experience with tailored interaction.
Sales and Lead Management:
- Managing communications with potential leads and customers.
- Assigning leads to sales representatives for follow-up.
- Keeping track of conversation history to better understand customer needs and preferences.
Marketing Campaigns:
- Coordinating responses to marketing campaigns sent via SMS or WhatsApp.
- Engaging with customers who respond to promotional messages.
- Gathering feedback and insights from customers to refine future campaigns.
Appointment Scheduling:
- Managing and confirming appointment requests from customers.
- Sending reminders and updates to customers about their appointments.
- Handling rescheduling or cancellations efficiently.
Feedback and Surveys:
- Sending surveys and feedback requests to customers.
- Collecting and managing responses to improve products and services.
- Following up on feedback to address customer concerns and enhance satisfaction.
Order and Delivery Management:
- Communicating with customers about their orders and delivery statuses.
- Addressing any issues or questions regarding orders.
- Providing updates on shipping and delivery timelines.
Crisis Management:
- Coordinating responses during service outages or crises.
- Sending timely updates and information to affected customers.
- Managing high volumes of inquiries during emergency situations
Event Management:
- Handling RSVPs and inquiries for events.
- Sending event reminders and updates to participants.
- Coordinating post-event follow-ups and feedback collection.
Internal Team Coordination:
- Facilitating internal communication between team members regarding customer cases.
- Assigning tasks and tracking their completion.
- Ensuring all team members are informed about ongoing customer issues and resolutions.
Billing and Payments:
- Managing customer inquiries related to billing and payments.
- Sending payment reminders and confirmations.
- Addressing any discrepancies or issues related to invoices and transactions.
Product Support and Onboarding:
- Assisting new customers with product setup and onboarding.
- Providing ongoing support and answering product-related questions.
- Collecting feedback on the onboarding experience to improve the process.
Step-by-Step Guide to Using the Team Inbox
1. Accessing the Team Inbox
To access the Team Inbox, click on the "Team Inbox" option in the navigation menu on the left side of the screen. This will open the Team Inbox interface, displaying a summary of messages and conversations.
2. Understanding the Inbox Summary
The Inbox Summary column shows the status of messages in three categories:
Unassigned: Messages that have not been assigned to any team member.
Assigned to me: Messages that are assigned to the logged-in user.
All: All messages, regardless of their assignment status.
Status: This shows the pre-set statuses with the number of messages under each
The numbers next to each category indicate the count of messages in that category.
3. Viewing and Managing Messages
Clicking on any category in the Inbox Summary will display the list of messages in the Message List column. For example, clicking on "Unassigned" will show all unassigned messages.
Sorting and Filtering Messages
You can sort and filter messages using the options at the top of the Message List column:
Status Filter: Use the dropdown menu to filter messages by status.
Search Bar: Enter keywords or phone numbers to search for specific conversations.
4. Managing Conversations and Contacts
Clicking on a message in the Message List will open the conversation details in the middle column. Here, you can view the entire customer interaction and take various actions such as replying, assigning the conversation to a team member, or changing the status.
Responding to Messages: Type your response in the input box and click "Send" to reply to the conversation. You can switch between sending messages through either SMS or WhatsApp.
Assigning Conversations: Assign the conversation to yourself or another team member using the assignment options at the top of the interaction thread. You can only assign conversations to agents who are in the same Mteja Team on the platform.
Ticketing System: Manage customer queries efficiently by setting statuses on conversations. This feature helps in tracking the progress of each enquiry, ensuring timely resolution and organised handling of all interactions.
Viewing Threads: The interaction threads are displayed in the middle column. You can scroll through the messages to view the entire interaction history. Here you can view all messages sent and received on either SMS or WhatsApp, as well as call interactions.
Viewing Contact Information: The contact's phone number and name (if saved on the platform) are displayed on the left-hand side. Additional contact information, such as groups and fields, is shown on the right side.
Call Management: View call logs directly within the Team Inbox, allowing agents to see missed calls and note if they were returned. This ensures that all customer interactions, including voice calls, are tracked and managed in one place.
Notes: The notes function allows the agents to make a note about the conversations had with the customer, in addition to mentioning another agent in the conversation to pick it up.
By leveraging Mteja's Team Inbox, businesses can enhance their customer communication strategies, improve team productivity, and ultimately deliver exceptional customer experiences.
Reach us at support@mteja.io for additional support or if you have any queries about the service.