Omni Com Communications

Communicating with customers is key when providing excellent customer service.  There are several ways to communicate with customers through the Omni-Comm or customer communication channel.  Here is a brief overview of how to communicate within the customer communication channel.

Types of messaging:

• Text - this will send a text to your customers.
• Email - this will send an email to your customers.
• Ringless Voicemail - this will leave a voicemail on a customer's phone without ringing.

All three of these communications can be typed manually, inserted as a template, and/or scheduled to be sent on a delay.

Your communication channel view:

The speech bubble at the top left allows you to sort and find communication by most recent, unread, and date created.  The date and time displayed above the message show the most recent communication sent.  If the message is highlighted it means the message has not been read yet.  Finally, by clicking on the message it will open up a communication tab that allows you to read the messages in full and respond to the customer.

Within the communication channel, you can send messages by email, text, or Ringless voicemail.  These can be typed, or you can insert a template from the library.

Delaying a message.

There is a delay option within the Omni-comm communication tab.  You have the ability to delay a communication to a specific date and time by utilizing this option.  This means that any information you want to send to the customer can be pre-planned days in advance making communication a breeze.  

Click the delay icon in the Omni-comm channel, choose the date and time you would like the message sent out, and click apply.  Afterward, press Send and the message will show as delayed (in light blue) and it will be sent at the specified time.

Once the delay option is chosen you do have the ability to remove the message by simply clicking on the trash can attached to your delayed message.  This trashcan is shown in the picture below.  When you click the trash can, you will receive a confirmation message.  Select Cancel or OK. 

Unsubscribe/Resubscribe customer phone numbers for Automated Text messages.

Another great feature of OMNIComm is the ability to unsubscribe a customer from Lightning Bolt Actions--the automated communications generated by the system.  Customers can respond to an automatic communication with the word "UNSUB" in order to stop the automated communication. 

Alternatively, if a customer were to call or ask you to stop automated messages from being sent to their phone you have the option to manually unsubscribe them from these automated messages.  You can also resubscribe this customer at any time as well.  You can find these buttons in the top right-hand corner of the OmniComm communication system. 

Below are two pictures that show what needs to be done in order to unsubscribe or resubscribe a customer.  By clicking one of the two buttons you will be given the option to press "Cancel" or "OK" followed by a note which confirms your choice.

Below is a video that talks about communication and will go into greater detail.