In today’s times, we see medium and large organizations run by multiple teams that collaborate on a project and need high levels of coordination. But the fact is that maintaining coordination between teams and ensuring that there is consistency between data exchange can be a real challenge. And in many cases, inconsistencies creep up causing unnecessary delays or even unhappy clients.
So, how do companies and businesses ensure consistencies and synchronization among all their teams?
Well, there are a few solutions in the market that aids in team management one of them being SocialEpoch.
SocialEpoch is a WhatApp Business API based SCRM tool which provides a centralized system for team management as well as sales and customer experience. It offers a number of features which helps bridging transparency among teams and ensures consistencies among different members handling the same account. Here is a step by step guide of how Account manager and task manager features works on SocialEpoch.
Account Manager Feature
When it comes to handling customer queries for large organizations, handling hundreds and thousands of customer queries can be quite a task for one individual to handle. Hence, there are multiple people handling the same account to ensure that each customer query is handled appropriately and in a timely manner. That’s where the account manager feature comes handy. With the account manager feature, an individual can sort every customer query into their specific departments or categories and then assign them further to teams or individuals that are best suited to handle it.
SocialEpoch allows you to do the same using its Account Manager feature. Through this feature, you can delegate contacts to your team members so they can handle it further.
Here is how you can enable the feature:
The very first step is to get an authorized account of SocialEpoch SCRM interface and Admin Console. For that you can contact us here.
Login to your Admin Console
Go to the ‘Home’ menu and select ‘SCRM Settings’ option.
Next Select ‘Account Manage’ option from the menu.
In the following screen you can see the list of customer contacts. You can select a particular contact and click ‘Agent transfer’ button on the right to select the team member you wish to assign this contact to.
Once you get to the next window, you will see a form where you can select the agent name and their number to which you want to redirect the customer account to.
You can select the agent and WhatsApp number from the dropdown menu and press ‘Determine’ to save the changes.
And with that, your selected customer messages will be redirected to the specified agent for further handling.
The account manager feature does not limit how many customer accounts you can assign to your agent/ team member at a time. This makes it easy for large organizations to assign dedicated executives to handle customer queries based on their categories or request type and ensure efficient customer care services.
Task Manager Feature
When managing a team of multiple people each working on different components, it becomes difficult for team managers to keep a track of every individual’s task. The same goes for team members, where working in coordination becomes an issue. The task manager feature helps you in managing teams and co-members across multiple hierarchies by providing an easy to manage interface where team managers can keep a track of all tasks of every team member. They can tack chat records, view task lists or even re-assign tasks to another member..
The task manager feature has two models:
1 . Server model- for managers
2 . Client models- for team members
You can select the models from the Admin console and import contact lists to your WhatsApp SCRM interface to easily manage daily tasks.
Here is a step-by-step guide on how to create and manage tasks using the Task Manager feature on SocialEpoch.
Once you have set up your account, login to your Admin Console
Go to the ‘Home’ menu and select ‘SCRM Settings’ option.
Next Select ‘Task Manage’ option from the menu.
As you can see, you have the options to ’import’ or ‘Download models’. Select the “Download models’. As soon as you click the button you will see a window with two options ‘Server Models’ and ‘Client Models’.
As explained above, the server model is used for team managers whereas, client models is used for team members. If you need to manage team members, select the Client models to download a sample spreadsheet.
As soon as you click on ‘Cliet Models’ an .xls file will automatically download. You can fill in your team member’s details as below. You need not necessarily fill in all the columns. However the number is necessary.
Once the details are filled save the file and login to the WhatsApp SCRM Interface and go to the ‘Add Contacts’ tab. Here you will find the Task List with an option to import files on the right corer.
Click on the import icon and import the Client model .xls file. Once the file is imported, you can see the list of teammates.
Once you have the list of team mates, you can click the ‘three dots’ for menu options such as ‘Task Details’, ‘Chat History’, ‘Delete’, and ‘Task Transfer’ that can be used to efficiently manage and track tasks between teammates and improve overall efficiency.
Now you are ready to manage tasks for your organization and visually keep track of daily activities using account manager and task manager.
Productivity and efficiency are vital factors for a successful business and an effective management system for its functional teams can ensure that. Account manager and Task Manager features of SocialEpoch help streamline crucial processes and bring transparency and efficiency into the system.