Service with Lexer

A beginner’s guide to service with Lexer Engage and Activity

Here we’ll introduce you to everything you need to know to start responding to customers in Lexer. First, you will want to become familiar with Lexer Engage. Next, learn how to analyze team performance metrics in Lexer Activity. Finally, walk through the core steps of your service workflow.

Engage

Engage is your data driven service tool that consolidates all of your social channels into a single workflow. Prioritize, classify, and respond to customers at speed using custom queues, filters, approval workflows and branded forms.

  • Integrate: all of your social and email accounts.
  • Queues: create relevant queues for your team.
  • Workflow: approvals, notes, forms, history and more.

Service workflow

Let’s step through your typical workflow in Engage. We begin by running your relevant queue to find messages awaiting action, and finish with responding to a customer.

1. Load your inbox

Deep Dive is how you find messages to populate your inbox and will be configured to look for all of your integrated accounts (tier 1 filters) and messages in an open workflow state (tier 2 filters). Inbox will find messages matching these filters in the last 30 days by default, but you have the option to look further back if you need.

Saved Dives are used to quickly load a particular search. For example, you may have Saved Dives configured for a Main Work Queue, a Public Comments Queue, and a Private Messages Queue. These are typically configured by your managers for use by the whole team. Alternatively, you can create a bespoke search to find a customer conversation.

Note: you can pin Saved Dives that you use regularly so they appear at the top of your list.

2. Claim a message

Clicking a message in the New column will open and automatically assign ownership to you. Context will display the thread of messages as it would appear in the native network. For example, a comment will show the post it belongs to, and a private message will show the conversation. Identity gives you access to the customer profile, and will display relevant attributes if your team is using the Lexer CDP.

History is your window into previous engagements with that customer. It will display a thread of messages and replies on that network, including both public and private interactions. History also includes any notes from your team - so we definitely recommend reviewing this before you respond.

3. Add classifications

Classifying content helps your team and business understand why customers are getting in touch with your brand. Teams often create categories for their classifications, such as topic, sentiment and outcome. We suggest classifying every message that you open in Engage. Classifications can be used to filter messages in Engage, build queries in Listen, and reporting in Activity.

4. Respond and close

Once you have read the conversation context, previous engagements in the History tab, and added classifications, it’s now time to respond. Here you can take advantage of emojis, attachments and short links to craft your response. Drafts can be saved to access later if you don’t want to reply immediately.

Trainees that are just getting started with Engage can be given limited permissions so they must submit their responses for approval before publishing. Simply type your response, click ‘Submit for Approval’ and select any of the managers currently online. If your response is published it will be reassigned back to you or closed by your manager. If your response is rejected it will be reassigned back to you with a note attached.

Forms can be used to verify customer identities or collect feedback. The Insert Survey button will allow you to create a unique form URL that is specific to that customer message, and will have the response connected to your conversation. Sending an ID Form to capture personal information will have the response reappear in your inbox. Sending an NPS Survey at the end of a conversation will have the feedback measured in Activity.

After sending your response you must close the message. Closing messages will remove them from the inbox until that customer replies. If you don’t need to respond you can choose to close the message in the No Response Required state. If that customer replies, and you’re still online, their response will be rerouted to your Mine tab for you to respond to.

Activity

Activity is your dashboard to report on team performance, case topics, and NPS feedback. Useful for checking your shift progress and weekly or monthly reporting.

  • Cases: volume and topic of conversations
  • SLA: customer wait time, agent response time, response counts
  • Feedback: NPS survey responses

Measure your performance

After you’ve spent time in Engage and have responded to customers, you can start to measure your performance. Navigate to Activity and select your name from the Groups & Users filter in the top right corner. All reports in Activity will now filter to return metrics and conversations that you have interacted with.

Messages: total number of open and closed messages assigned to you.

Involved: total number of messages you have interacted with.

Responses: total number of responses you have published.

Customer Wait Time: median time from when a customer sends a message until they get a response. Here we’re measuring wait time from the perspective of the customer.

Agent Response Time: median time from when you claim ownership of a message to when you publish a reply. This measures the effort involved in actioning and responding to a customer.

Over SLA: the % of your responses that exceeded the team SLA target.

Learn more about measuring team performance.