Unified Communication Center – communication between Venture and Seller

Objective

The purpose of the Unified Communication Center is to provide convenient and effective way of communication between Venture and Seller in various business situations.

 

Features of communication:

 Mass communication 1:1 communication
News – mass communication to all or targeted sellers. When combined with Surveys it allows sellers to reply or to provide structured feedback. Targeting is done in combination with Tag Manager or Smart Seller Manager. Seller HelpDesk – support or incident management, 1:1 with specific seller. Works in combination with ZenDesk integration.
Popup Announcement – opens marked News to user when logging into Seller Center. It forces user to click “OK”, to ensure the News is read. Used for very important messages. SnapEngage – Chat with Sellers – 1:1 communication with specific seller user.
Notifications – present news and events to the user in visually prominent place.

 

 

 

 
 Support features (increase the value of features above):
Surveys – enables responses or to gather structured feedback on mass communication. ZenDesk integration – synchronizes Seller HelpDesk tickets (new tickets, comments and statuses) with ZenDesk.
Tag Manager – creates manageable groups of sellers (using seller tags), for targeting of communication. Smart Seller Manager – allows to tag sellers automatically based rules & conditions, automating tag management for targeted communication.

 

 

 

 
 Email communication is managed separately (not unified yet):
Email Setup, Templates, and Placeholder Admin Email Notification for Quality Control-Pending Products
E-mail notifications in Smart Seller Manager Email for Approved/Rejected Products
Promotion Management – Email Notification Email Service Providers
Email Status Mass Import of “Reset Password” Emails

 

Critical Knowledge

Some features or support features have to be enabled by configuration parameter. Please raise a TMLSD ticket to set them up:

  • Notifications need to be enabled by parameter unified-communication/header/enabled
  • Tag Manager needs to be enabled by parameter tag_manager/enabled
  • Smart Seller Manager needs to be enabled by parameter core/smart_seller_management/enabled
  • Seller Helpdesk and/or the ZenDesk integration needs to be set up by the Seller Center team, multiple parameters apply.

 

 

How to?

  • Set up permissions for venture user to manage Communication Center:
    1. Create new Role in ACL – Permission Manager. Assign following resources to the role:
      1. Backend Communication Read
      2. Backend Communication Write
      3. Frontend login
    2. Assign the new role to respective user.
    3. The user is allowed to manage News (publishing news, targeting them using seller tags) and Surveys (create, edit and download results; also download results of Feature rating). Tag Manager is available to manage seller tags. Notifications work automatically, no management possible. Emails are not part of unified communication center yet.

 

  • Allow sellers to reply to the news:
    1. Create new Survey with text field (e.g., no survey title and text field called “Reply”)
    2. When creating News, link the Survey.
    3. Any targeted seller will be able to reply.
    4. Responses can be downloaded in the Survey Manager.

 

  • Set up efficient support queue for your sellers:
    • Use Seller Helpdesk allowing sellers to create new tickets and provide further information on them.
    • Combine it with Zendesk integration allowing you to centralize support (e.g. emails, tickets from Seller Center, or other) into one view, manageable easily by venture support agents.

 

  • Automatize News – targeting for informative or warning messages:
    1. Create a seller tag(s) in Tag Manager. The expiration of seller tag should correspond to frequency of sending News.
    2. Create rules in Smart Seller Manager, to mark sellers with respective tags based on business conditions.
    3. Create News targeted to the seller tag regularly

 

  • Keep high read-rate of News:
    1. Send relevant News to interested sellers only. If the message is not meant for every seller, you can target specific group using Seller Tags.
    2. Sellers can be notified about the News using Notifications automatically.
    3. For very important News, you can set up “pop-up announcement”. The detail of News will be then opened automatically when seller logs-into Seller Center.
    4. Mark the News as “important”. Such News are highlighted on the Seller Center Dashboard.