Contacting a customer through their inquiries

Frequently asked questions

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Contacting a customer through their inquiry 

OctopusPro allows you to facilitate communication and engagement with customers through their inquiries. Customers make inquiries to be further enlightened about the information they seek to obtain. Contacting a customer through their inquiries is essential for delivering the information they need about the company’s services and products. It’s also important to provide a prompt response to inquiries where possible or arrange to call, send SMS, email, or add a comment on the discussion board for the customer to meet customer satisfaction.

Table of contents 

Contacting customers from the inquiries page 

Go to Inquiries > All Inquiries 

You can contact the customer from the inquiry by selecting the inquiry you want and then moving the pointer over the customer’s name. A pop-up window will appear so you can click on one of the contact icons below the customer’s name. 

OR

  1. Select the inquiry you want from the inquiry overview page to reach your customer through, then click on the “Actions” button 
  2. Click on “View Inquiry”

Sending an email to a customer

From the inquiry details page, go to the upper right corner of the website and click on “Email.” A drop-down option will appear, allowing you to select “Send Email.”

A pop-up window will appear to fill in the required information to send an email. 

  •  You should know who will get this email via their email address. 
  • The subject provides a description of the message’s topic. 
  • You can add one or more attached files by clicking on “Drop files to upload”.
  • Select canned responses from the drop-down menu. They are pre-written emails and SMS messages that you can send to your customers. To learn more about the canned responses feature, click here.
  •  The body contains the actual text, and you have editing tools to help you write an email to your consumer.
  • Then click on “Send.”

Sending an SMS to a customer

From the inquiry details page, go to the upper right corner of the website and click on “SMS” so you can select “Send SMS” from the drop-down menu. 

A new window will open. From the drop-down menu, select the customer to whom you wish to send the SMS. Then, from the drop-down menu, select canned responses or type in the body text.

Click on “Send.”

Pausing an SMS to a customer 

From the inquiry details page, go to the upper right corner of the website and click on “SMS” so you can select “Pause SMS” from the drop-down menu. 

The system will display a popup window requesting confirmation of the action. Click “OK” to continue the process successfully.

  •  You won’t be able to send an SMS to this inquiry unless you return to the inquiry details page and click on “SMS.”
  • Select “ Resume SMS” from the drop-down

Calling a customer from the inquiries page 

From the inquiry details page, scroll down to customer info, then move the mouse pointer over the customer’s name. A pop-up window will appear so you can click on the “Call” icon below the customer’s name.

You can click on the “Regular Call” button or you can select “VoIP Call“ so a pop-up window will appear to call a customer. To learn more about setting up the digital phone system feature, click here. 

Adding a comment on the inquiry discussion board

You can add comments on the discussion board to facilitate communication. To learn more about adding a comment to the inquiry discussion board, click here. 

  • Scroll down to the Discussion board section and click on “ Add Comment.” 
  • Then click on visibility, and a drop-down menu will appear so you can select office and fieldworkers, office, or everyone including the customer.
  • Fill in the blank with the comment you want. 
  • You can also insert images/files in “Drop files to upload”.
  • Then click on “Post comment.”

For more information, please visit the Octopuspro user guide and subscribe to our youtube channel.

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