Often a message needs to be seen by another member of your team. Maybe they're better placed to answer it, or maybe you need their opinion before replying. You can add an internal note and @mention any one of your teammates so they get notified straight away and directed to that conversation.
Mentions are perfect for getting answers from the right people, fast.
When to loop teammates into conversations
Here are just a few examples of when you should discuss a conversation behind the scenes:
Addressing issues fast
Sometimes an issue is so pressing that you will need to get it sorted straight away. But you won’t always have the full solution. You might need to loop in your manager to gather advice on how to reply. Similarly, if there’s a bug you can loop in a technical teammate to get their advice. Or, if a VIP customer is about to quit, you should definitely loop in their account manager to let them know.
Answering product questions
Your customers will have plenty of questions about how your product works and how they can use it. But there will be times when you’ll get a particularly complex question that you don’t know the answer to. Loop in an engineer to help you out with the tricky question, or ask a product manager to explain the feature they’ve just launched.
Often a conversation with a customer can spark a moment of inspiration. They’ll have lots of ideas about how to use your product and what features they’d like to see next. Sometimes they’ll even have questions that will get you thinking, ‘This would make a great case study on our blog.’ You can loop in your content writer and share the idea with them right there and then.
Identifying sales opportunities
You’ll tend to learn when a customer should be directed toward your sales team. It’s rarely as straightforward as a user requesting to “talk to someone in sales.” Usually it means picking up clues that they need help identifying the right subscription level, feature set, or custom plan to resolve their problem. You can loop your best sales person into a promising conversation and ask if they’d like the message assigned to them.
Passing on positive feedback
Everyone loves getting positive feedback. It’s nice to mention your teammate if a customer praises them in a message, for example. And you can loop in your product designer to conversations where customers are complimenting a new feature they’ve just launched. It’s also useful to share positive customer quotes that can be used in marketing materials.
Now that you know how to loop teammates into conversations, it’s time to learn how to tag your feedback, feature requests and bugs and share that information with your company.