Filter your customer enquiries with our clever routing feature called Topics

Have you ever been overwhelmed by a flood of general contact enquiries that you can not keep up with? Are your customers complaining of not getting the right answers to their questions? Tired of being all around the place? Well, we have a solution for that!

With our Topics feature you can easily assign particular topics (and corresponding sub-topics) to your specialty teams.

Now you can shorten the connection time between your customers and team members - increasing productivity and improving customer satisfaction all in one go!

What is the Topics feature?

The Topics feature allows you to assign specific team members to answer correspondingly specific questions based on their subject of expertise.

So if you have multiple team members, your sales members can then focus on conversations about sales, tech specialists can concentrate on technical questions, and so on and so forth. The possibilities are endless! So that means no more misdirected questions and no more unnecessary customer transfers, to let you save you time and money in the long run!

How does the Topics feature work?

It’s pretty simple! First, you must go onto your routing page, by clicking on the Routing button in your left-hand side menu. You will then see two options where you can click on Topics.

After this, you will be browsing the main Topics page and finally be able to set up your Topics routing feature!

From the list of Topics at the top of the page, you'll either be able to select an existing topic or create a new one by clicking on “Create a new topic”.

Thanks to our brilliant Topics feature, you can then choose which team members you want to allocate to answer sales questions. This means that they would be the only people who would receive notifications for this kind of topic and can then answer your customer queries rapidly! Easy, peasy, right?

Wait, there’s more!

You can also add sub-topics and add it to a “Parent topic.” We call these the sub-topics.

For example, you could have a "Sales" (parent) topic and then put sub-topics such as 1) Product info, 2) Pricing, 3) How to buy, etc,…

All you have to do is choose it's Parent topic from the drop-down menu and add the team member(s) who should be allocated to said topic and/or sub-topic.

All conversations will then be filtered and redirected to the right people. The rest of your team, who are not concerned by certain topics, won't be disturbed - it’s as simple as that!