We need an additional button to go with "Info Request" and "Answer"
We need an additional button to go with "Info Request" and "Answer" I like to let the customer know I have received photos and am researching their item and with the current system I have to do and IR when it really is not an IR. It would be nice to have a button that says 'Researching'. 'Info Received' or something along those lines. Thank you
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"Appraisals" commented
We need a third category for many reasons. The most difficult part of only two is when the customer feels he needs to respond to all the info requests over and over. I get so busy trying to clear up the unnecessary responses to "info request" that I cannot answer other questions.
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Andre(SoulCycles) commented
I've been asking for an additional button forever. Just a "reply" button in addition to "info request" and "answer" would be perfect. I my opinion.
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bigislandvet commented
Yes, if only to say "thank you" for a customer accept. We currently have to use the IR button which too often prompts the customer to ask "what more do you need?"
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Michael Hannigan commented
Yes. Simple. Don't worry about timers, etc. It just needs different wording so that the customer doesn't get an email saying either the Expert needs information, or that their question was answered.
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Anonymous commented
I agree; and this button should remove the necessity of a reply from either the customer or the expert. I've been in situations where a customer and I have to keep up a completely inane dialogue because neither one of us can reply properly to another customer/expert because the system locks us out until we reply to one another. It's crazy.
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Anonymous commented
I agree with the Researching button, but I think it should come with a 10 minute timer. Losing a question lock while you are working on an answer is heartbreaking.
And I also love Eric's suggestion of a "Reply" button, but I think it should probably not lock the question at all.
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Anonymous commented
If you do this, it should not lock out others from answering the question...otherwise, they'll just use it wrongly to lock the question for themselves and prevent another expert for giving the customer an answer in the meantime.
Sounds like just another way to get around the "IR hold" to me...
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James W commented
I would use a Response button just simply to say "You are welcome" or Thank-you. when the last post a customer leaves is to say thanks or to offer praise.
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Mike commented
This is something I have often thought about - the button needs to be simply a "FYI BUTTON" ... that would be great - because often you send the customer an FYI - but have to send it using the Need Info button...
A lot of customers then come back having not proprely read or understood and often "rant"... saying things like - how much more Info do you need - I have sent you more info ...and so on -thus they get frustrated -
So yes indeed - an FYI button would be immensly helpful...
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Eric M. Bright commented
Absolutly! There are many times I have had to atually write to my customer something such as this:
"Hi, thanks for your reply! I have stepped away from my primary computer since my last post to you and am thus, away from my primary database while JustChecking in here on my phone. I JustWanted however, to not leave you waiting and let you know that I will respond to you the moment I return to the office! Please disragard the info request icon as this is not really a request for additional information".
A third button simply entitled "Reply" or "Response" would work wonders!