The ITC Express new user training agenda provides a comprehensive guide to managing work streams, including how to process cases through various social media posts and update relevant information. Users will learn to categorize interactions, engage with customers, and resolve cases, ensuring effective communication and management. The training emphasizes actionable tasks, attention to detail, and systematic organization of user interactions for optimal workflow.

1. ITC
Express
New
User
Training

2. Agenda
1)
2)
3)
4)
5)
6)
2
Ge%ng
Started
Your
Work
Stream(s)
Working
a
case
•
Ac5onable
or
not?
•
Locking
&
Responding
•
Click
to
Support
•
Making
notes
•
Upda5ng
Case
&
Contact
Informa5on
•
Closing,
Archiving
•
Search
•
Historical
Posts
and
Cases
•
Facebook
Content
Third
Party
Content
vs.
TwiCer
&
Facebook
•
Responding
to
forums,
blogs
&
Google+
Managing
Cases
•
Open,
Pending
&
Wai5ng
•
My
Cases
DMs,
PM’s,
Public
Posts
and
Re-­‐Tweets
•
Checking
status
•
Sending
posts
•
Re-­‐tweets
Confiden5al
–
In
the
Chat
Communica5ons
Inc.

3. GeSng
Started
1) Go to URL: http://itcexpress.inthechat.com/
2) Enter User ID and Password provided
3 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

4. Your
Work
Stream
Posts from all available media sources arrive in your work stream as they are
harvested from social media. These posts will date back as far as 7 days.
1. Each branded stream is assigned as either
Sales or Churn (ex. Comvibe Sales or Comvibe
Churn) and there are 3 category buckets already
available. You also have the option to add up to
2 more customized categories with as many
streams as you would like.
2.
3.
4 Confiden5al
–
In
the
Chat
Communica5ons
Inc.
Click on the header to go to the different work
streams
Click a post to open it for action.

5. Working
a
Case
When you click a post in your workstream, the response window opens, enabling
you to engage with the selected consumer.
5 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

6. Working
a
Case
–
Ac5onable
or
Not?
If you have opened a post that is not actionable for some reason (i.e. not a sales
or churn lead) you can mark it ‘Not Actionable’ by switching the ‘thumbs up’ to
thumbs down. The software will learn from this and avoid these posts in the future
6 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

7. Working
a
Case
–
Ac5onable
or
Not?
You are also able to select posts to make non-actionable without having to select
each individual post. Follow the same process for archiving multiple posts.
1.
Click inside the open box to reveal
additional selection boxes for each
post.
2.
Selection boxes will appear in
each post. You can review each
post on the screen and select each
one by ‘clicking’ inside the box. A
check mark appears in the box and
also in the post (right side).
3.
Select ‘More’ and click on ‘Mark
Non Actionable’. Posts will move to
the non-actionable bucket.
7 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

8. Responding
to
a
post
Once you have clicked ‘Send’ on a post, you have created a case. This case will
move from your @Connect category into your Active category for further action.
Respond to posts by typing in this box. When you
are done, click Send!
8 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

9. Working
a
Case
–
Upda5ng
Case
Informa5on
Once a case has been created, information will appear and details can be added
about the nature of the engagement.
1. Click on Info to view and update case details
9 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

10. Working
a
Case
–
Upda5ng
Case
&
Contact
Info
In the ‘edit case’ section, complete the case tracker information and click save in
the top left hand corner. You can also set the priority of your case, which will
appear in ITC Express reporting.
10 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

11. Working
a
Case
–
Resolving
the
Case
When you have completed your interaction with your customer, you must resolve
the case. An interaction is complete when the customer has been sold,
expressed disinterest in the product, or has not responded to 3 consecutive
contact attempts. Cases that remain resolved for 30 days will be auto-archived
and removed from the dashboard.
Click the checkmark
to Resolve the case
11 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

12. Working
a
Case
–
Search
You have the ability to search the category selected using keywords to identify
content or authors.
If you are finished your search, simply select the “x” icon in the search bar to
clear the field and return to your stream.
12 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

13. Working
a
Case
–
Historical
Posts
and
Cases
To view your engagement history and previous interactions with a customer, click
on “History”. This is where all conversations will be stored for future reference.
13 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

14. Managing
Cases
In addition to the categories you have selected, there will be 4 categories to
manage your interactions.
1. @Connect: This is where Tweets and DMs directed to the connected Twitter account will go.
Once you respond to a post in here, it moves to Active and case is created.
2. Active: This is where all the cases that you have created are stored and await continued
action.
3. Pending: Posts that are awaiting customer response for more than 7 days will be moved to the
pending category.
4. Resolved: All interactions that have been completed and cases that have been resolved will go
into this category.
14 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

15. Direct
Messaging
You can connect with customers privately via Direct messages on Twitter directly
from your Dashboard.
1. Ensure that you are following the customer and that they are following
you back.
2. Once they send you a DM, it will appear in your @Connect category.
When you respond, a case will be created and the interaction will be
moved to your Active category.
15 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

16. Engagement
Op5ons
You have the ability to Re-tweet and favourite posts directly from the dashboard
in two areas.
1. When you hover over a post, several options appear. You can Reply, Retweet,
Favourite or Mark Non-Actionable
2. When you select a post, your response window includes these options in addition to
more information about the customer you’re about to engage with.
16 Confiden5al
–
In
the
Chat
Communica5ons
Inc.

17. It’s
that
Easy!
Thank
You.