Self-Service Threads is a powerful way to help Customers self-serve and find the information they want quickly without interacting with an Agent.
Plan Quick Reply buttons before implementing Threads #
Threads require you to change how Customers reply on Glad App from Type a Message to Select a Quick Reply Button when attempting to chat with an Agent.
Instead of Customers typing what they need before they’re routed to an Agent, they must choose from a selection of Quick Reply buttons instead. This means:
- You should have Quick Reply buttons that are relevant to most Customer questions.
- Have a button for everything else — a button not specific to a question or scenario — that routes the Customer to an Agent.
Review other buttons you want to create and customize aside from the “Order Status” button Thread (i.e., have a custom greeting based on button selection) or how you want to route Customers to a team-specific Inbox instead of the default Inbox for chats. See Start Here Before Configuring a WISMO Thread for additional details.
Track performance #
Use the Self-Service Threads report to see how effective your Thread is. Specifically referring to the “Where is my order” Thread, use the report to track how often your Customers are able self-serve.
Relay a general message about order status #
In the WISMO Thread configuration page, the When an order is found field is a great place to include a short, order status related message your Customers might need to know. This text appears above the order status details shown to the Customer.
The suggested standard text here is, “Here’s the status of your recent order.” Since this text appears above the order status details, it’s a great place to relay a message. For example, if you are experiencing general shipment delays, you may add text like, “Here’s the status of your recent order. Please note we’re experiencing system-wide shipment delays. Thank you for your patience.”
Pay-per-use feature #
Remember that it’s free to set up Threads, and you only pay a Resolution fee for each successful self-service interaction. So if a Customer checks the status of their order through a Thread and ends the interaction there without continuing on to chat with an Agent, that’s considered a Resolution. If they decide to continue and chat with an Agent, then there is no fee, even if the reason is unrelated to an order.