Juphy Webinar & Transcription

Full Transcription:

[00:00:00.830]
What’s going on, Sumolings, thank you so much for joining us for another product walk through webinar. I am Lindsay. Today I am joined by the team over at Juvy. This is a customer support tool that allows businesses to manage all our customer conversations and support requests on social media from one inbox. It is available on apps right now, starting at fifty nine dollars for a lifetime deal and they do have a five TOCO rating. Somalis are raving about this tool.

[00:00:30.740]
So before we dove into the walkthrough, I just want to tell you a few quick things. The first is if you want to tell us a little bit about your use case, your business, why you are interested in this tool, you can go ahead and do that over in the chat room. If you have any questions about the tool, the deal, how to get set up, go ahead and leave your questions in the Q&A box down below this video.

[00:00:54.710]
We do have somebody from the team here to answer them, but we will also be circling back to the questions at the end of the walk through. The last thing is that there will be a replay of this available. So if you need to step out or you just want to watch this again later, totally. Again, it will be available shortly after we’re done recording. All right. That is enough of me. Hey, Laura, how are you doing?

[00:01:16.800]
Hey, Lindsay, I’m great, thank you very much. How are you? I’m doing very well. I am excited to have you here today. I’m going to pass this over to you for the walkthrough. And then when you’re ready to do the Q&A, just let me know. OK, perfect. So first of all, thank you very much for the introduction and secondly, everyone, welcome to Egypt where you know today. My name is Alaa and I’m the marketing manager of Jupe.

[00:01:44.350]
And I will talk about how to set up shop today, and I will walk you through the product itself in detail. In the meantime, our co-founder is also with us right now. And if you have any questions in the meantime, please post it to the can a box right on there and I will answer all of them while I’m talking. And we will do a small Q&A in the end altogether as well. So, first of all, I will share my screen right now.

[00:02:18.000]
I’m hoping that everyone can see it. Yep, that looks OK, perfect, so to start with, I’m going to minimize myself. OK, so this is the main dashboard of Jupe. So once you log in, you will see all the main menu on the left hand side bar, all your unified inbox in the middle with different messages from different platforms like this. And on the right hand side, you will see different filtering options for messages. And I will walk through all of them in detail right now.

[00:02:54.800]
So the first thing that you have to do when you log into Jupe is to set up your channels and integrate your team members. So first of all, in order to add your channels, you simply have to click on channels under the settings tab right here. And once you click on channels, you will see all of the platforms that is integrated to right now. I will go over all of them. So as you can see, Jupe is currently integrated Twitter, Facebook, Instagram, LinkedIn, YouTube, Gmail, Google, my business, Google Play and the App Store.

[00:03:31.340]
Our Gmail integration is currently in a closed beta. Unfortunately, we can’t accept any more users as it is full right now. However, our Gmail integration is ready and it’s going to be live very soon.

[00:03:46.070]
So please wait for it. And one thing that I want to tell you about Gmail is that we recommend you to add in your support email address if you have one, so that you can handle all of your support issues all in one place through Jupe as well.

[00:04:03.680]
So today I will show you how to add your Twitter account. But the same procedure applies for every single channel. So all you have to do is to apply the same that I do right now. So in order to add my Twitter account, I basically click on Twitter first and then click add Twitter account. And now, since I’m already logged into Twitter on my browser, you will automatically add Twitter, my Twitter account to itself right now.

[00:04:35.810]
So as you can see, it’s added right now, just in a few seconds. And Wade. OK, perfect. So now my Twitter account is added, if I click back to channels and check my Twitter, you can see that your Twitter account is added here. You can apply the same procedure for all of the channels here. One more thing that I want to talk to you about Twitter, is that you can use Jupe as a monitoring tool for Twitter as well.

[00:05:10.810]
All you have to do is that is to enter the keywords that you would like to monitor on Twitter. For example, I would like to monitor Jupe HQ, so I simply save it like this. And now all the tweets that include the keyword queue will be monitored on my dashboard as well. Another thing that I want to tell you is that I’ve already added my Facebook page here, as you can see, and a great way to use your Facebook integration on Japie is through managing Facebook ads.

[00:05:47.470]
So you will also receive your Facebook and Instagram ads, comments on Japie as well, so you can monitor and manage them through your dashboard. And it’s great if you are a marketing agency or e-commerce company that you can manage your Facebook ads through here and you can even use it as a sales sales tool like this. So you can apply the same procedure for all of these accounts. The only different ones are the Google Play and the App Store integrations.

[00:06:19.750]
In order to integrate your Google Play. You need to add in your client, i.e. the client secrets and your app idea through here, and then click on Get Permission. Once you click on this app called Google will send you a one time code and you will simply have to put in that code here and finish integration. And that should be enough for the App Store. You have to enter your app idea and press connect and that should solve the issue as well.

[00:06:48.490]
However, if you have any issues integrating any of these accounts to Jupe, you can always send an email to support at Jupe dot com and a support team member will be happy to answer any issues that you have and hopefully they will solve it as well.

[00:07:07.450]
So now that we added all our channels to Jupe, the next thing that we have to do is to add our team members to Jupe. So we highly recommend you to add in your team members, because collaborating on GAAP will enable you to have a more efficient customer support. Your team members will be able to see the comments that maybe you missed out and you will be able to collaborate on messages together as well, which will improve your response time and lead to a better customer service.

[00:07:41.140]
So here you can see that I’ve already added a couple of my team members. However, I’m going to invite one more person. So the only thing that you have to do is to I will go back and show you again is to click on the invite button here and type and email address of the person that you would like to invite your dashboard’s, and then you have to set a role for this person.

[00:08:07.330]
So there are three options right now. The first one is an admin and admin can do anything on Jupe, as you know, like they can add, add or delete channels, add or delete team members, reach all the messages, reply and manage to all the messages for each of your reports so they can do anything.

[00:08:28.690]
However, a moderator can only reach the channels and speak to the team members that you allow them to. And the third option is Read-Only. So if you add a team member as a read-only, they will only be able to read and take no further action. So I’m going to add ideas. A moderator just to show you how it’s done. I basically click on Send Invitation. And now they will receive an email with an invitation linked to Jupe, and he basically has to accept it and he will be able to reach your dashboard on Jupe.

[00:09:07.020]
Now that I’ve added him as a moderator, I need to set permissions for him through here. You basically click on set permissions like this and then you have to select the channels that I can reach on. So, for example, I will say I can only reach Facebook and Instagram.

[00:09:30.460]
On Jupe, and he can only speak to EHP, for example, and I will close this and now the request is pending.

[00:09:38.440]
He just has to accept it’s. And you can repeat this procedure for as many team members as you like, you simply have to click on invite over and over again. Another recommendation would be to add your clients to your GP dashboard as well through here so that they can collaborate with you on Jupe as well. So now that we added all our channels and our team members are P account is all set and now we can start using it. So I will click on the inbox.

[00:10:12.530]
And now you can see that I started to receive all the messages from different platforms like this to my to Japan unified inbox. And these messages will come from the last 10 days. And now I want to show you the content of how the inbox works. So first of all, I will see the name of the person who sent the message when the message sent, which channel the message was sent to the content of the message. And I have a replying option here and a move to archive option.

[00:10:48.680]
I can see the profile picture of the person who sent the message. And the small I can hear is really important because because it shows which platform the message came from. So, for example, this one came from Facebook Messenger. As you can see, the small Facebook messenger. I can hear. However, this one, for example, came from Instagram. And if I scroll down a bit more, I will be able to see the Gmail ones as well.

[00:11:17.840]
So this indicates which platform the message came from.

[00:11:23.060]
So now I will send a live message on Facebook and let’s see if you will be able to receive it in real time. So I will go to. Should be. And I want to send a message to you, but just a second, please. And my Internet is super slow. Sorry for this. We’ll just look again as a different person, sorry. OK. Sorry for the delay, guys, my browser is a bit slow today. OK, now I will send the message to Jupe A.

[00:12:41.770]
I can’t when I get my Instagram account. Help. OK, now I sent it and let’s see if you will be able to receive it. As you can see, it now has a yellow not notification box on the top saying, see one new message. If I click on it, I will be able to see the new message that was just sent right now. So as Europe works in real time and I can also use this small refresh, I can here to refresh my inbox to see if there are any new messages.

[00:13:19.870]
So now I will reply to him from Jupe and I will say, hey, thank you for your research support team member. We’ll get back to you. Now, I that. And as you can see, Facebook automatically received my message from inside and I will say thank you and it will also receive it like this in real time. And other ways of replying to messages include you can add your emojis through here or you can add attachments to your response through here, or you can add some canned responses to your message by pressing on quick reply.

[00:14:12.780]
As you can see, I’ve already saved the canned response here before so I can simply click on it and send it, or I will delete this and I will create the new canned response. So using canned responses are great. If you’re sending the same message over and over again, it will save you a huge amount of time. So I will say, OK, thanks. As a team member, we will get back to you.

[00:14:42.300]
And once I click on Save, this response is saved right now and I can use it for anyone that I want. I want to show you. I’ll be going to another message. And if I press on quick reply, you can see all my safe canned responses here, so other than the canned response part, I can assign this message to a team member that I want. So, for example, let’s say that I don’t know the answer to this question so I can assign a team member so that he can handle this issue for my behalf.

[00:15:22.390]
So I will say I will simply have to click on assigned to and select the team member that I would like to assign this message to and myself.

[00:15:30.300]
OK, can you please read this? And I will send it like this so the user here won’t be able to see this message, but my team member can see it. And now, as you can see, a team member responded so you can have internal dialogs with your team members like this. And the last thing that I want to show you about the messages is the tax part. As you can see, as you automatically tag this message as a direct message, take it to get solved and read.

[00:16:07.060]
So it’s targeted as a direct message because it came from Facebook Messenger. It tagged as red because I just opened it and attack. That has to get solved because while I was sending the message, I pressed and then solved. That’s why I tagged it that way. But I can add other tags as well. These tags can be about the tonality of the message, such as neutral, negative or positive, or they can be about anything that you want, such as support to Quest.

[00:16:39.100]
Or I can create a new tag like this so I can say this is a EITE. Problem and I will tag it this way, so I’ve just created a new tag and I simply have to add this tag to the post right now and I will also post it as a neutral one. So tagging messages can be really helpful for you to filter and categorize messages. So since I’ve tagged them, tagged them this way, right now I can show you how can I filter them?

[00:17:17.080]
So since I take that as an I.T. problem, if I click on it problem like this, you will see the message here. So, for example, if a team member comes in and presses on this tag, they will be able to see all the messages related to them. So you can use it this way. The last thing that I want to show you about the messages is these small icons next to the messages. So this green little checkbox means that the ticket is sold.

[00:17:49.240]
The little envelope indicates that the ticket is being red. And a flag is telling me that the message is marked as a ticket. And you can see these small items next to every message and you can understand if the message is being read or not.

[00:18:07.810]
Next, I want to show you the automation rules. So previously I talked about tags, but tags usually work manually. However, if you said automation rules, these will work automatically on Japie and it will help you to automatically filter and categorize messages. So in order to set automation rules, you simply have to click on this under the inbox. You first need to select the channel. So, for example, I will say that I want to set this automation rule for Facebook account.

[00:18:40.930]
So I said to Facebook, you can set multiple channels here and then you have to put in a keyword. And this keyword will mean that if any of the messages contain this keyword, it will automatically be tagged or flagged. So, for example, let’s say that I want it to be tagged as good.

[00:19:04.540]
So if any message contains the keyword good, then it will automatically be tagged as a positive message and you simply have to click on set. And now you can see the automation rules are being said. So if the message contains the keyword good, it will be moved to the positive tags for channels of Facebook for you be in the same way. I said this one before, if the message contains the keyword, but then it will be moved to negative for groups Facebook page.

[00:19:43.420]
And this is a great way for you to filter out and categorize your messages as well.

[00:19:51.130]
So I’ve already talked about filtering, but I want to show you in a bit more detail. On the right hand side, you will see all these different filtering options you can filter messages based on if it’s open or archived, archived ones will show you the messages that were solved. So you don’t have to see them in your inbox anymore. You can basically archive your messages by clicking on move to archive so that you don’t see any clutter on your inbox.

[00:20:21.970]
Or you can filter messages based on the ones that are assigned to your. So, for example, these are the messages that were assigned to me by my team members, or you can filter messages based on channels such as Facebook, LinkedIn, Instagram, Twitter, whichever channel you add that employees will show my LinkedIn messages. I don’t have any LinkedIn messages right now, I guess. OK, so this show on my Facebook messages and you can filter based on tags as well.

[00:20:57.930]
For example, these are the negative one. And you can filter them by click on update and it will set the dates for you.

[00:21:13.110]
Next, we have a small search box here. You can search messages based on keywords or based on user names. So, for example, I will search for all the messages that only sent us and it will pop up right here, or I will search messages based on keywords or like price.

[00:21:33.740]
And it will show me all the messages which contain the word price, and you can also export filtered messages. You simply have to click on export like this and you can also set the dates to show specific filters and you basically put on export and it will export it as a ceasefire like this and you can save it wherever you would like to. And now I want to show you our reports. So reports is a great suggestion for you to analyze your customer support performance and which platforms perform better in terms of support.

[00:22:24.160]
So first of all, you can filter your reports based on channels here, or you can see a general report like this and you can filter reports based on dates as well. So in general, we have a one thousand eight hundred and thirty six total messages right now, 13 tickets, 13 SOF tickets. And our average response time is thirty five minutes right now. And here in this graph, you can see the total number of messages for specific dates.

[00:22:56.800]
For example, on the 2nd of February, Gyppy received one hundred and sixty seven messages on Facebook, nine emails on Gmail and five tweets on Twitter. However, on the 4th of February, we received much more because our estimate campaign began. And for example, here you can see all your different channels and the tags for these channels and how many messages are included. And each time you can see the distribution by communication platform and this little pie chart.

[00:23:29.140]
So it shows that Jupe receives 89 percent of messages on Facebook, whereas we receive nine point forty eight percent from Gmail and then Twitter, LinkedIn and Instagram receives much less.

[00:23:43.930]
So by seeing this pie chart, you can increase your support on these platforms as well to perform better here, you will be able to see all your team members and how many conversations they were involved in, how many conversations were assigned as assigned to them and your team members average response time and saying this is great because you can see which team member performs the best and which team member replies a bit later so that you can discuss within your team about who should be more responsive towards support requests.

[00:24:24.970]
And this table here, you will see the users who interact with your brand the most. So, for example, this person interacts with the most recent one hundred and seventy eight messages to Jupe in total. And finally here you can see a sentiment analysis pie chart. It’s way it is backed by an artificial intelligence which automatically categorizes your messages based on the tone such as neutral, positive or negative. You can basically unlock this feature by email and support that Jupe dot com, and we will unlock it for you.

[00:25:03.850]
Finally, I want to show you our public product roadmap. You can reach our public product roadmap through here. So it is extremely important for us, for you to contribute to our public product roadmap because we believe that we can only become an excellent customer support tool with the feedback and insights of you. So we highly value the feedback of you. So if you have any needs, if you want any new platform to be added to Jupe or you want any new feature to be added to Jupe, please contribute to our public product roadmap because we prioritize feature requests by the feature requests on our public road map.

[00:25:48.550]
And you can basically submit new feature requests through here. Or you can avoid the already existing features like this, or you can submit your bugs through here and our development team will handle it right away.

[00:26:04.570]
One important thing that I want to tell you about this is that we prioritize the feature requests based on the number of upvotes. So, for example, the Gmail connection integration is the most upvoted request right now. And ah, and it’s our development team’s number one priority. So if you want a feature to be added, please don’t forget to upload them on our public road map. Next, you can see all our product updates through the changelog section here.

[00:26:37.210]
And I want to show you one last very important thing. If you’re a marketing agency or a freelancer with multiple different clients, you can create multiple workspaces dedicated to each client. If you click on your workspace name here, you will see that I have multiple different workspaces here like this. If you want to create a new workspace, simply click on this and write your workspace name. For example, Netflix and I will create a website. Like this.

[00:27:17.460]
Now it’s being created. It’s usually much faster, but my browser is super slow right now. I’m so sorry about its. OK, now a completely new workspace is creative, as you can see, there are no channels added here, nor team members can completely new channels for Netflix and Netflix team members that you would like to share your Jupe dashboard with. And finally, you can select different teams for your workspace by clicking on the colors like this.

[00:28:00.900]
And this is basically about you. If you have any further questions right now, I’m very happy to answer all of them. Also, we have a Facebook group called Jupe Lovers on Facebook. We would be super happy if you can also attend that. I’m not sure. But Lindsey, maybe we can add the link under the YouTube video for people to join our Facebook group, because that’s where we share our latest product updates and we talk about the future of Japie.

[00:28:31.650]
So that’s would be great. Thank you very much for listening, guys.

[00:28:36.630]
We want to make sure that we add that link into the description. So if you’re watching this on YouTube, it should be there. If I did the thing on my to do list and just so everybody knows, all of the questions that have come in this webinar throughout the presentation have already been answered because your teammate already is a all star. If you have any more questions, be watching live. Do you have any more questions? You can go ahead and roll those in now.

[00:29:08.700]
I guess we can repeat some of these. My personal favorite question is, how did you come up with the name Jupe and says it came from Jupiter, the biggest star? I like that. I’m glad and excited to I the questions that we have here. Do you have a public API? Yeah, it’s it’s currently private, as I mentioned in the Q&A, but our development team is currently working on it to make it public. But if you want it to be public, the agency is right.

[00:29:47.450]
It’s on our public product roadmap or upvoted so that we can prioritize that. Definitely. All right, if you move to archive, does it move the message to the Dunn folder on Facebook Messenger? I’m not sure about this idea, and currently they’re not saying it fully the it, but actually this is the first time we received this request. We don’t think about it.

[00:30:26.460]
Yeah, this is new to all of us. There is a done and Facebook messenger. Can we have SMPTE email boxes?

[00:30:37.530]
Yeah, we will definitely have this feature. We already finished the most important parts of the release. First, the version probably in two months, we believe.

[00:30:52.090]
That’s awesome. And congratulations on those are all the questions that we have simoleons. If you would like to submit any more, I’m going to give you all just a second in case they trickle in. Thank you so much, Alara, for such a thorough was this report. Yes, it was such a thorough presentation. And for talking to us about all the things that I know.

[00:31:17.040]
Simoleons love one of the best presentations in a long time. So there you go. And you will you will have access to the recording shortly after we leave here. It should be emailed to you directly through wherever you registered is your welcome. Is the IRS app, does it have all the same functionality currently?

[00:31:43.650]
Don’t have the all the functionality. It’s very premature stage right now. It may take longer than the development of the Web apps when you compare, but will definitely going to release the very stable, stable version in the middle of summer. Probably it’s a high priority for us.

[00:32:09.630]
Awesome. All right. I’m going to go ahead and wrap this up here, but thank you all so much for hanging out, for answering our questions. You’re walking us through everything swelling’s. If you have not already, you can redeem your codes. Asimo dot com slash juvy. That’s Jegue p h y. It is starting at fifty nine dollars for a lifetime deal. And of course this is back by up sumo’s 60 day guarantee. You can go ahead, get set up, play around with it, see how it works for you once you’ve done that.

[00:32:37.890]
We do love to read your reviews on the deal page. We’ve already got quite a few reviews for this tool and it has a five TOCO rating. So go ahead and add your experience within two minutes. And if you have any other questions that we did not have a chance to answer today, you can leave your questions on the deal page as well. Thank you so much, Laura. Thank you so much for hanging out with us. It has been a pleasure.

[00:33:01.440]
Thank you.

[00:33:01.930]
All right. Let me thank you so much for having us. And thank you, everyone, for listening. Have a great day. Have a good one. Bye.

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