What Customer service does today

Customer service is how Omnilinker writes to the people behind your orders. Today it sends service messages about an order, by e-mail and SMS: a delay notice, “your order is ready for pickup”, or a short note of your own. A service message is about the customer’s own order, so it needs no marketing consent. Every message is checked against the customer’s choices and the channel’s rules before it leaves, and Sent messages shows what happened to each one. You can send a message in three ways:

• One order. Open the order and click Message buyer. See Message a buyer from an order.
• Many orders. Tick orders on the Orders list and click Tell buyers about a delay. See Tell buyers about a delay.
• Automatically. An automation sends an e-mail or an SMS when something happens to an order. See Automatic messages.

Customer service is switched on by Omnilinker for your organization, and SMS is a separate switch. Until then the menu has no Customer service group. See Get started for what to set up first, and Modules and feature availability for how features work.

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What is in the menu

The Customer service group sits between Sales and Inventory. It shows only the pages you have permission for. Your settings, including the shop name, pickup address and opening hours your messages carry, are under Administration > Settings > Customer service. See Customer service settings.

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Who can be reached

How a customer can be reached depends on where the order came from. A customer is also not reached when:

• the order has no e-mail address or no phone number we can text (a landline can’t receive an SMS);
• the address is a marketplace’s masked address, which Omnilinker doesn’t write to;
• the customer asked not to be contacted, replied STOP to an SMS, used the unsubscribe link of a thank-you or review request, or the e-mail address bounced or was reported as spam (you can allow messages again from the contact);
• the order is a counter order whose customer chose another channel for updates, or chose not to be notified (a bulk run and an automatic message follow that; a message you write by hand from the order only shows a note);
• the order was anonymized.

The reason is shown next to each channel when you write the message, and in Sent messages afterwards. See Consent and opting out.

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Limits at a glance

Details are in Customer service settings and Text messages (SMS).

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What is not in Customer service yet

• The Allegro and OLX inbox. Reading and answering buyers’ messages, post-purchase issues and claims from Omnilinker comes with the Allegro desk. The menu has no Inbox, Complaints or Reports yet.
• Inbound e-mail. Omnilinker sends e-mails but doesn’t receive them. A customer’s reply goes to your own mailbox: the Replies go to address of the sender you sent from, or the sender address when you left it empty. It never arrives in Customer service. See What happens to an e-mail you send.
• Replies by SMS. SMS is one-way. Omnilinker reads a customer’s reply only to find out whether it is a STOP; any other reply is not received.
• Marketing campaigns. Customer service sends one-to-one and service messages. It has no tool for newsletters or mass mailings.

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Next steps