A user inquiry refers to the inquiries that the customers have regarding the materials or services, conditions and also delivery dates. A customer may inquire whether a certain product is available in the warehouse, how much it will cost, or whether the product will be available for a certain date. When customer inquiries and complaints are handled properly, it helps in customer retention.

A well-managed customer inquiry database lets the admin keep track of inquiries, the causes of customer problems, the time they occurred, the products or services it was related to, and the time spent fixing the problem and responding to the customer.

Handling user inquiries is important because:

1. Great customer service adds value to your product or service
2. It increases customer Retention and Recurring revenue
3. Results in positive reviews and brand image
4. Listening to inquiries gives a better understanding of your business, services, and products from the customer’s viewpoint.
5. It boosts the employee’s morale and reduces turnover costs(expenses associated with replacing employees)
6. Customers with positive experiences create a positive company reputation.

Zenbasket allows the admin to view the customer query(sent from the contact us page on the storefront) along with the customer details and the date the inquiry was made. The admin can handle the query by sending a response through an email to the customer.

To view and respond to the user queries

1. Click on the User Queries menu. A list of all queries that were sent through the contact us page is displayed.

2. Enter the Name in the search bar to search for a particular query.

   

3. Click on the view icon under Action to view the query.