Using the messaging system

Mech Keybs offers a comprehensive messaging system, including live chat, to help you communicate effectively with your customers. Here’s how to use these features:

Setting Up Live Chat

  1. Navigate to your Seller Dashboard > Settings > Store
  2. Select your country from the drop-down menu if you haven’t already
  3. Activate the “Enable Live Chat” checkbox at the bottom of the page
  4. Click “Update Settings” to save changes

Note: You must activate live chat for it to appear on your store and product pages.

Live Chat Features

For Customers:

  • Only registered users can use live chat
  • Customers can initiate chats from your store or product pages
  • A pop-up window allows direct communication with you
  • The chat window persists across all pages for convenience

For You (the Seller):

  • Receive instant notifications of new messages
  • View and reply to messages from your dashboard Inbox
  • Use the pop-up window to reply from any page on the site
  • See delivery confirmations (double ticks) for your messages
  • Include documents, files, or images in your responses

Desktop Notifications

  • Activate desktop notifications to receive alerts when you’re in another browser tab
  • Keep your browser open to receive pop-up notifications

Attachments in Live Chat

  • Both you and customers can add attachments like screenshots and files
  • Open attachments directly within the chat window
  • Attachments sent to your Inbox can be opened from there

Email Notifications

  • You can receive email notifications for live chat messages when you’re offline
  • Customers also receive email notifications for missed messages

Best Practices for Messaging

  1. Check your Inbox regularly for new messages
  2. Respond promptly, aiming for within 24 hours
  3. Use a professional and friendly tone
  4. Provide clear and concise information
  5. Use attachments when helpful to explain or illustrate points
  6. Follow up on conversations to ensure customer satisfaction

Managing Conversations

  1. Keep track of ongoing chats in your Inbox
  2. Use the live chat window for real-time communication
  3. Switch to email for more complex issues that require detailed responses

Privacy and Security

  1. Only communicate with customers through the Mech Keybs messaging system
  2. Keep customer information confidential
  3. Don’t share personal details or order information publicly

Improving Your Communication

  1. Regularly review your message history to identify common questions
  2. Update your FAQs or product descriptions based on frequent inquiries
  3. Seek feedback from customers on the helpfulness of your responses

By effectively using the messaging system, including the live chat feature, you can provide excellent customer service, build strong relationships with your customers, and enhance your reputation on Mech Keybs.

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Updated on August 1, 2024