FAQ2022-03-24T12:01:10+00:00

Frequently Asked Questions

Channels

How to connect a new messaging channel to my one inbox?2022-03-23T13:32:12+00:00

Within your account you can easily connect with a new messaging channel. Each channel requires a different approach. Please also visit our documentation page.

Do you support WhatsApp for Business?2022-03-23T13:26:40+00:00

Yes, we’re supporting WhatsApp business, but please mind that we use an external service provider for this. There are additional costs involved for this channel.

What messaging channels do you support?2022-03-23T13:23:06+00:00

Currently we support live chat, email, Telegram, Facebook Messenger and Google Business messaging. More channels to come!

What is one inbox?2022-03-23T13:24:37+00:00

One inbox or unified inbox is an inbox that is connected to multiple messaging and communication channels. Things like email, live chat and social messaging channels like Facebook Messenger end up in the same inbox which makes it easy to manage different channels. See also our one inbox page.

What is live chat?2022-03-23T13:24:03+00:00

Live chat is a little pop-up on a website that enables website visitors to chat with you in real-time. See also our live chat page

Automation

What are the best autoreply messages for email to use?2022-03-23T14:21:41+00:00

Common examples of automated messages on emails are . “We will get in touch with you very soon”. “Thank you for reaching out to us” or “Our representative we contact you ASAP”.

What are the best quick response messages to use?2022-03-23T14:20:08+00:00

Every business sets it’s own auto replies. A few rules to take into account by writing your own auto reply:

  • Set clear customer expectations
  • Provide alternative ways of customer contact
  • Give a “what next” option to your customers
What are automatic replies?2022-03-23T14:17:43+00:00

An automatic reply is the message you set up to go out automatically in response to a customer inquiry.

What is Conversational AI?2022-03-23T13:41:40+00:00

Conversational is a technology that is used for automated messaging and speech-enabled applications that offer human-like interactions between computers and humans. Conversational refers to the conversation between an application and a human. AI stands for Artificial Intelligence, which is used to help understand human language. See also Conversational AI explained

What is a chatbot?2022-03-23T13:40:19+00:00

A chatbot is a piece of software that handles human conversations. It allows you to communicate with a website or digital device as like you were talking to a real human being.

What are suggested answer blocks?2022-03-23T13:37:55+00:00

Suggested answer blocks are pre-populated answers based on the customer inquiry. It helps you to respond faster to customers but it still allows you to personalize a message.

What is automation?2022-03-23T13:29:34+00:00

Automation helps to answer customer questions. You can automate complete conversations with chatbots and Conversational AI or use smart answer blocks that help you respond quicker. See also our automation page.

What happens if the chatbot doesn’t understand a conversation?2022-03-23T14:16:08+00:00

The chatbots stops replying when it doesn’t understand a conversation, it stops replying. Our platform sends you a notification instantly via mail or Slack so you can take over the conversation and help your customer.

Customer profiles

Why is building up customer profiles important?2022-03-24T09:02:21+00:00

Customer profiles make your marketing spending more effective. Using these profiles will give you better returns on your marketing spending.

How to use customer profiles?2022-03-23T14:27:15+00:00

A customer profile can be used in marketing campaigns to target similar customers or to make your existing customers more valuable. Good customer profiles helps you drive and grow your business.

What are customer profiles?2022-03-23T14:24:26+00:00

A customer profile is a description of your existing customers. In a customer profile, you store information like previous conversations but also purchasing behaviours and demographic data. A customer profile can be used in marketing campaigns to target similar customers or to make your existing customers more valuable.

Analytics

How to label each conversation?2022-03-23T15:13:16+00:00

To understand what customers are talking about, you don’t have to label the subject of each conversation. Our AI understands each conversation and will label it for you automatically.

How to use the dashboard to improve my customer service?2022-03-23T14:55:54+00:00

The dashboard shows you really easily what your customers are asking. This is great input to update your content for FAQ pages and website for example. With better content, customers will likely ask less questions.

What can I see in the dashboard?2022-03-23T14:53:02+00:00

Our dashboard provides you with insights about what customers are asking. It shows you the amount of messages you receive and what these messages are about.

Customer service tips & tricks

How to deflect customer questions?2022-03-23T15:44:37+00:00

The best way to deflect customer inquiries is to redirect your customers to your FAQ on moments they can have questions. Think about an order status email where you pro-actively show questions like “what to do if my order is lost?

How to improve your FAQ?2022-03-23T15:42:45+00:00

To improve your FAQ you first need to know what customer inquiries you’re getting. Based on these inquiries you should update your FAQ content. Our analytics dashboard can you visualize what customer inquiries you get most often.

Pricing & Plans

What happens when I run out of automatic replies?2022-03-23T15:18:25+00:00

If you run out of automatic replies in your current subscription, the automation stops answering. You still can use all other features like live chat and the one inbox.

Does the free plan also allow chatbots?2022-03-23T15:45:29+00:00

Yes, within the free plan you can use a keyword based chatbot to reply to customer inquiries automatically.

How many live chat messages can I send?2022-03-23T15:15:24+00:00

You can send as much live chat messages as you want, also within our free plan.

Can I change my subscription at any time?2022-03-23T15:16:14+00:00

Yes, you can upgrade or downgrade your subscription at any time.

Can I choose to what plan I upgrade?2022-03-23T15:14:59+00:00

Yes, you can pick and choose the plan that fits best for your business.

What happens when my trial period ends?2022-03-23T15:14:33+00:00

When you 14-day trail ends, you will loose access to all the paid features. You can either upgrade to one of our paid plans or move to our free plan.

Is the free plan really free?2022-03-23T15:13:56+00:00

Yes, the free plan is really free. We want to help you kick-start and improve your business. If you want to unlock more advanced features like Conversational AI, handling more automated replies and add more users, you have to upgrade to one of our paid plans.

Why Table Duck

What are the big differences between Table Duck and Tidio2022-04-15T09:35:08+00:00

Both Table Duck and Tidio are customer service platforms that are easy to use and cheap. Both offer solutions like live chat for your website. Table Duck is a great alternative to Tidio if you’re looking for more and better features to make handling customer service more efficient.

How does Table Duck compare to competitors like LivePerson or Intercom2022-04-15T09:30:39+00:00

LivePerson, Intercom and Table Duck are all providing customer support software. Table Duck compares to like LivePerson or Intercom in terms of price vs features. Table Duck is built for small and mid-sized businesses that need an easy to use, cheap tool.

For which companies is Table Duck intended?2022-03-24T11:54:48+00:00

Table Duck is intended mainly for small and medium sized businesses. As a small business owner you’re very busy. It makes it hard to reply to customer inquiries in time, and outsourcing it to another company is too expensive.

How does Table Duck help me manage and automate my customer service?2022-03-24T11:53:30+00:00

With Table Duck you have all your customer conversations in one place. So live chat, email, social messaging, you can easily manage that from our one inbox. Next we have smart automation that helps you reply faster and better to customer inquiries.

Why great customer service matters

What should be my customer service goals?2022-03-24T11:58:50+00:00

There are some good metrics to track your customer service performance. We’ll organize them around different topics:

  • Speed of reaction: How fast do you reply, how long are tickets unresolved?
  • Quality of reaction: Often measured by things like NPS (Net Promotor Score) or CSAT (Customer Satisfaction)
Why is great customer service so important?2022-03-24T11:56:25+00:00

When your customers get a great customer service experience they do two things:

  • They come back to buy more from you
  • They tell their friends about the experience and recommend your business