Introduction to Yuzap and customer engagement

This guide was created to help new Yuzap users set up their account and start their customer communication journey quickly and effectively.

What to expect from this tutorial

Throughout this material, you will learn how to set up your Yuzap account, understand its main features, and practice effective communication with customers. By the end, your account will be ready for use, with all essential functions activated and tested.

What you will learn

• Step-by-step setup of your account.

• Overview of main features according to the Yuzap

• Key engagement concepts to delight customers.

• Account ready and working at the end of the tutorial.

Expected outcome: Upon completing this introduction, you will have Yuzap up and running, understand where to click and what to do at each step, and be prepared to engage your customers safely and efficiently.

Main features of Yuzap

Yuzap centralizes communication between teams and customers in a single environment, unifying multiple contact channels. Its main features include:

• Real-time conversations: centralize messages from different channels and respond quickly;

• Labels and filters: organize conversations by topic, stage, or priority;

• Quick replies: save time with shortcuts for frequent responses;

• Basic automation: set up automatic triage, initial messages, and assignment rules;

• Essential reports: track support volume, response time, and satisfaction indicators.

Key engagement concepts

Success in using Yuzap depends as much on technology as on the way you communicate. Some principles guide a more efficient and human support experience:

• Speed and context: respond promptly, knowing the customer’s history and needs;

• Tone of voice: maintain clear, cordial, and solution-oriented communication;

• Next step always visible: guide the customer on what to do next;

• Continuous feedback: collect impressions and use them to improve processes and interactions.