Every messaging app has its own unique features, and since Rozetka is primarily a marketplace, chats on the platform differ somewhat from those on typical messaging apps or Instagram. But overall, communication with customers works just like it does in regular chats.
Chats displaying
On Rozetka, a single customer can have several chats:
-
questions about multiple orders;
-
questions about different products;
-
questions for the seller.
In keyCRM, all questions will be directed to a single chat. So if a customer has messaged you even once, all their new questions will appear in that same chat.
If the question concerns an order or a product, you’ll see a clickable label at the top; clicking on it will immediately open the product or order card on the marketplace.
Answers in chats
Since all of the customer's questions will be in a single chat, to ensure they receive a reply in the corresponding chat on Rozetka, be sure to click the three dots next to the relevant message and the «Reply» button before sending it (preferably before typing the message).
In the Rosetka seller dashboard, the «Reviews» section does not display reviews or questions regarding products.
From the «Customer Correspondence» section, order correspondence and questions to the seller about products are pulled into keyCRM.
