This article follows on from:
Understanding how to manage, update and track job tickets
As your business grows and scales the task of notifying and updating customers can overwhelm your resources. As your team send emails and SMS messages from multiple email accounts it becomes impossible to track messages between your team and customers.
Tudodesk solves this problem with an internal two-way message system that can route messages to both email and SMS (not available on all plans). Every message sent and received is routed back to the underlying job, repair ticket. This helps you and your team track what was said and what is happening. This same functionality works across any document you create or send to your customer. Including Estimates and Invoices.
Out of the box our product ships with a number of useful automation's that update customers when events occur. This is a great way to scale an advance customer service updating customers on what is happening, whilst providing an easy mechanism to contact your team.
Tudodesk uses the principal of being pro-active in contacting customers regularly as oppose to waiting for customers to loose patience and hassle your team at any random moment.
New: Send customers a live tracking link so they can track orders in real-time
With the tracking link feature you can take your production and customer service to the next level by sharing a live tracking link so customers can check-in on job progress at anytime.
The power of the Job status life-cycle and automated events.
The job, repair tracker comes with a number of installed automation's that can help you update your customer as tickets progress along the life-cycle.
Notify customers when new tickets are check-in.
When new jobs are check-in an automated event can notify the customer with the JOB ID, PDF ticket copy and copies of any attached images.Notify customers when jobs start.
If you operate a job queue or order book this automated event can update your customer as soon as the Job is picked and work commences.Notify when a job is held.
Sometimes jobs get put on-hold. This may mean you need to contact the customer. This automation can do this automatically by alerting the customer and giving them a clear method for response.Notify the customer when a Job is Ready or Being Shipped.
The completed automation is a great way to notify the customer the job has been completed. This automated event can provide, collection, shipping or payment instructions, saving you and your customer time.
You can edit, turn on or off these notifications to suit your specific requirements and service.
How to set-up automated job updates
Navigate to your jobs board
Click show menu (right side top men bar button with 3 dots).
Click Automated events
Select one of the events (Queued, in-progress, on-hold, completed)
Edit the subject and body .
Make sure the event is turned on in the right side panel.
Click save
For more help editing automated events read this article:
You can share a live tracking link in your automated job updates, read this article below:
Send manual messages to customers.
As well as automated messaging you can send manual messages and replies on your job tickets.
If you have been following along in this series you should have an existing job ticket open assigned with you as the customer, or at least your email. If you don't go ahead and a create a new ticket, and assign your account as the customer.
How to send a manual message.
Scroll down to the message creator panel show above
Type you message
Click "Send"
If you assigned yourself as the customer - Check your email.
🎉 Congratulations you just sent your first manual message!
Message tracking.
When you send messages from Tudodesk by email or SMS (not available on all plans) they are tracked. We track Email and SMS sends, and opens. This is indicated by the check marks in the right side corner of the message.
Message Replies.
If your customer replies to a manual, automated email or SMS it will be routed back to the job ticket and appear as an unread message in-real time. It will also create a notification in the top notification centre.
Unread messages link directly back to the repair ticket. So you immediately know what ticket the message corresponds to and have a clear indication of all the details of the job, who the customer is, what stage the job is at, and any previous messages or comments relating to the project.
Logging internal private notes and comments.
As well as sending public messages to customers you can log private comments that only you and your team can read.
Follow this tutorial.
What's Next...