Learn the Basics

KA

Kiri Admin

At Kiri, our aim is to help you provide world-class customer service as easily as possible.

Customer service is one of the biggest reasons for both why customers

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become loyal repeat customers, recommending your brand to others.
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never purchase from you again and advise others to do the same.

This tutorial will teach you the basics so that you can provide excellent customer service with ease.


As a general overview, the Kiri helpdesk has four major components:

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Only admins of the helpdesk can manage these, but both admins and agents can use them.

Channels

Currently we support two communication channels: Email and Facebook Messenger. The Email channel allows you to both connect unlimited existing email addresses and make new Kiri addresses. The Messenger channel lets you connect unlimited Facebook pages.

Messages received via any of your channels will automatically create tickets, which group all of your customers' messages, your replies and information about the request into a single thread.
Initially tickets are marked as unsolved, but as soon as you have dealt with a customer request, mark it as solved and focus on your other tickets.

Tickets are updated by changing their status or writing a reply and clicking on either Update/Update & Next. The latter goes to the next ticket in your view, instead of going back to the view.

If you haven't typed a reply and update the ticket, we won't send out the empty reply.

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This lets you seamlessly handle all of your communications in one place.

Views

Views allow you to easily create sophisticated rules to filter your tickets. You can take advantage of all the context we have about the requester to keep your helpdesk organised and give priority to your most urgent tickets or most valuable customers.

For example, you can set up views which only contain tickets that

ask for shipping updates, or
are from your top 10% most valuable customers.

Templates

Templates are pre-defined replies which can contain certain variables. The values of these variables depend on the context we have about the requester. You can easily build a unique, customised reply with just one click.


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For example, you can automatically fill in

the requester's order tracking link,
the requester's name,
or even the number of days since the order was shipped.

Automations

Automations combine your Views and Templates and take them one step further. When a ticket is received and sorted to a view, you can have automations that suggest template responses when replying to a ticket, or, automatically send the templated response right away!

With good automations, you can easily automate your most common enquiries and deal with those less typical ones quickly.

Conclusion

Now that you understand the basics, you can finish setting up your helpdesk. Once that's done, you are ready to find your optimal workflow.

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