Feedback Request Queue
When CustomerSure is integrated with other software, we can automatically create feedback requests based on 'triggers' in that software. Feedback requests are just short, polite, automated emails which we send to your customers asking them to complete your satisfaction survey. This section explains how feedback requests work, and how you can customise the default settings to suit your business.
What are Feedback Requests?
The idea is to give each customer an easy way to tell you whether they're completely satisfied each time you've supplied a product or service, so that you can be confident of their loyalty and word of mouth recommendations to their friends and colleagues.
Feedback requests are emails containing a link to your survey that are created to be sent out automatically. This is made possible when you integrate CustomerSure with another system. For example if you've integrated with an e-commerce app you can arrange for your customers to receive a feedback request when they've just received goods from you, or when you've sent an invoice to them if you've integrated with an accounting app.
Here's an illustration of how they work in the Shopify integration:
Example - Satisfaction checks generated from Shopify integration
Turn feedback requests on or off
Click on the switch to toggle feedback requests on or off. Turning off stops them being sent. They are still created, but when their scheduled send time arrives they are only sent if the switch is set to 'on'. This means you get a complete audit trail of what we did and didn't send for you.
Example - Satisfaction check status (in this example, triggered by invoices)
How to avoid customers receiving too many feedback requests
When you show customers that you're concerned that everything has been done to their satisfaction it leaves a good impression. However there's a balance to be drawn between showing concern and over-communicating.
The right model will vary from business to business. At one extreme an e-commerce company that sells to many different customers will want to send a feedback request every time by default. At the other extreme, a company that bills mostly the same customers on recurring monthly payments will not want to send a request every month. We help you cater for both models with 'normally on,' 'normally off' and exceptions in each case to override the default setting.
I want to...
|Send checks automatically||
How to handle exceptions
...create requests and
send all as the default.
Use this option when you typically send products or invoices to different customers and rarely to the same customer.
To choose a request that should not be sent automatically, select a queued request and set it to Cancelled.
...create requests and
not send any as the default.
Use this option to send feedback requests only occasionally when your pattern of business involves sending products or invoices to the same customers frequently.
|OFF||The requests are all created and queued, but by default they're set to 'cancelled'. You can go to the list and 'reactivate' any requests that you want to send.|
Feedback Requests are held in a queue
This allows time for the invoice or goods to arrive, then the check is sent to the customer by email. The time delay can be configured in the Feedback Request settings.
Edit a Request
Using the button next to a feedback request you can send it instantly, cancel it as a one-off or set the recipient to never receive requests.
You can also edit the settings: the recipient, the time the feedback request will be sent and you can change the survey they are asked to complete.
Redirecting from a financial contact to a client contact
Accounts software often only has one email contact on an account, and that would typically be an accounts payable contact rather than the person that you would like to rate your service. We solve this problem by letting you set up redirects from one address to another. For example you could set it up so that "email@example.com" would always be replaced by "firstname.lastname@example.org" as the recipient of the satisfaction check.
“Never send to this customer…”
If you would like to permanently exclude someone from feedback requests then select “Never send to this customer” from the options button next to a check, or go to the Feedback Requests Settings screen and use the redirection and suppression lists.
Requests are still created even if someone is on the suppressed list, but they are set to cancelled upon creation. This allows you to reverse your decision at a later stage should you wish to.
Amending redirected and suppressed email addresses
If you have set up any redirects or suppressed any email addresses, the Feedback Request Settings screen allows you to edit and delete these addresses. Reach this screen in the software by going to 'Settings' (cog wheel, top right), then 'Feedback Requests' (tab down the left hand side).
View the history of sent requests
Under the Feedback menu is an option to view the history of requests that have been sent.
Example of a Feedback Request email
An email like this is sent to the customer:
Example of a Feedback request survey
When the customer clicks on the button in the email, a survey similar to this one will appear, styled with the colour and logo in your branding settings. The survey has some default questions, but it's easy to change them using the "Surveys" menu.