SHOPLINE LIVE - Comment Management

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SHOPLINE Live's Comment Management Center feature lets you access order summaries and quickly evaluate the performance of each livestream from a single dashboard, as well as search through and organize all of the comments made during a livestream. Merchants can also use the action buttons to send direct messages, edit orders and manually create orders for customers.

This article provides an overview of the Comment Management dashboard, as well as how to search and filter through messages, send direct messages, edit a cart and create manual orders. 

Performance dashboard 

1. Accessing the performance dashboard 

To access the SHOPLINE Live's Comment Management dashboard, in SHOPLINE Admin go to [Social Commerce] > [SHOPLINE Live]. Click [Enter] next to the livestream you want to view. 

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From the menu on the left-side, click on the [Comment Management] icon to view the dashboard for your livestream. 

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2. Performance dashboard sections 

If you have multiple SHOPLINE Live channels, you can choose between them the tabs at the top of dashboard. Merchants can view up to 10 channels from the dashboard. 

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In the dashboard's summary panel, merchants can view total comments, orders (total number of orders), total orders amount (the value of the orders placed during the livestream), unpaid orders (the total number of orders yet to be paid), and unpaid amount (the total value of these outstanding orders). 

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In Performance, you can view the number of users, frequency and total amounts for comments, keyword comments that have been used to place orders, orders that have been placed, and orders that have been paid for. 

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Comment management 

1. Overview 

In the comment management section, merchants can view a full list of comments made during a livestream. Merchants can search through comments by keyword, or by using preset filters related to order and payment status. It is also possible to create manual orders, send a direct message and edit the contents of a customer's cart using the action buttons next to each customer entry. 

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2. Search filters and search results 

From the dropdown menu on the left-hand side of the Comment Management section, merchants can choose to perform a search on all aspects of a comment (customer name, message content, phone number and product name/code) or search message content or customer name only.

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Merchants can choose to search by order type (Any, Not Created, Created) cart status (Any, Not Created, Created) and payment type (Unpaid, Paid). Merchants can also choose the number of rows displayed per page (25, 50, 100). 

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After performing a search, you can switch between viewing All Comments, Keyword Comment(s), which are comments that contain a keyword used to place an order, and normal comments, which are comments that do not contain a keyboard used to place an order, using the tabs underneath the search bar. 

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Search results are grouped by customers and show Keyword Order Products plus the current status of these orders. Clicking on an order number in the Created Order(s) column will redirect you to the page for the order in SHOPLINE Admin.

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Clicking on the plus icon next to a customer's name will expand the search entry to display all of the messages a customer has sent. 

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Action buttons (Message, Edit Cart & Create Manual Order) 

1. Overview 

The action buttons next to a customer entry in Comment Management let merchants send direct messages to follow up with customers, add or remove products from a customer's cart and manually create new orders.

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2. Message

If messaging a customer via Facebook, merchants will only be able to send a direct message if the customer has interacted with a store's Facebook Page within the past 24 hours, or if they click “Continue” button in SHOPLINE Live. 

 

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3. Edit Cart

The Edit Cart button allows merchants to add or remove items to a previously created cart and resend an updated checkout link to a customer. Merchants will only be able to send an updated checkout link via Facebook Messenger to customers that have interacted with a store's Facebook Page within the past 24 hours. 

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4. Create Manual Order 

Merchants can manually create an order for a customer and send a link to the checkout page. Merchants will only be able to send a checkout link via Facebook Messenger to customers that have interacted with a store's Facebook Page within the last 24 hours. 

To create a manual order, click on the [Manual Order] button and then enter the customer's name, phone number and email. Click on [Create] and select the products you want to include in the order, then choose a delivery method and payment option from the dropdown menus.  

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