Pick up the conversation. Not the pieces.
An enquiry means more when you can find the person behind it. Keep customer details and connected conversations close enough to use.
See the message. Know what needs doing.
Connect the email and supported social channels your business uses. Work from the conversation, with its source and contact context visible, and keep responsibility clear when several colleagues are involved.
Find the exchange
Search for a person or message and read the thread. Connected email, social messages and comments retain their channel context.
Give it the right owner
Take responsibility for a conversation or transfer it to a colleague. Customer details remain close to the exchange so the handover has context.
Reply and move it forward
Write the response, keep open conversations in view and resolve them when they are dealt with. Reopen an exchange when it needs another look.
For example: an enquiry about your next event.
Read the question
A prospective attendee messages your connected Instagram account to ask whether the event is suitable for them.
Check before you answer
Read the thread and contact details. Transfer it to the organiser if they are better placed to help.
Give a useful reply
Answer the question and share the relevant event or booking link. Resolve the conversation when the enquiry is dealt with.
Make the next conversation easier.
Start with your customer inbox and the people who look after it.
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