Your consumers take the time to share their feedback, providing valuable insights to improve customer satisfaction or quickly take appropriate actions with dissatisfied customers.
You can now respond to your consumers directly in the Feedback Management interface. Empower your teams to initiate a conversation following collected feedback and create a close connection with your consumers. This is an opportunity to better understand their reasons for dissatisfaction, win back dissatisfied customers, or generate loyalty through personalized responses.
Accessibility
The feature is available to all accounts. However, the account administrator must activate the feature for users to respond. Contact support to enable the feature.
Requirements
- Collect or be able to transmit the attribute: consumer email
- Delegate a subdomain
It is not mandatory to send your surveys from FM to activate this feature. However, if you reach out to your customers using an email tool, you will need to delegate a subdomain so that the emails are sent from a dedicated domain that is yours. Our teams can assist you with this action; feel free to contact support for the procedure and the cost of this service.
Let’s start by describing the process of responding to your consumers.
Procedure
Set up the Responses
The setup is done in the "Campaigns" tab, in the "Response" step.
By default, the "I do not allow a response" box is checked. In your case, choose "Email" to indicate that you wish to respond to the consumer by email. As stated at the beginning of the article, it is essential to have the consumer's email. Select its origin; you have two options:
- From the "email" attribute linked to your campaign. Then choose "attribute" from the dropdown list.
- From the answer to a question in your campaign. Then choose "campaign" from the dropdown list.
- Choose the email template to notify the client that a response has been given to their feedback.
The variable [#collectAnswer.message] in the default email template should not be deleted. Therefore, we recommend using the provided email template by clicking "Create" and then choosing the template titled "Consumer Feedback Response Email".
- However, you can start from a blank template. In that case, don't forget to add this variable [#collectAnswer.message] by clicking "insert a variable" (more information at the end of this article).
- Define the consumer's identity (first and last name).
- The procedure is the same as finding the client's email; you must choose either the corresponding attribute linked to your campaign via the segment. Choose "Attribute" then "first name."
- Or from the answer to a question in your campaign, choose "campaign." Unlike the consumer's email, for the first name and last name, you can choose "unknown" from the dropdown list.
Click "save" at the bottom right once all this information is filled in. Your campaign is ready to have a response channel.
Operating the Response
From the Analysis tab, click on Dashboard and then Create a New Dashboard. Name your Dashboard.
Create a visualization of the raw data that you will restrict to a campaign.
Once the raw data visualization indicator is added to your dashboard, you will see, if you have the rights, in the right part of this visualization, the option "Consumer Response." You must check the box.
Once the indicator is saved, the "Reply" button appears when hovering over the "raw data visualization" type indicator. When hovering over this button, you will see:
- A "No entry" sign, meaning that the configuration is correct, but it is not possible to respond from this place.
- You will also notice a new Status column: we will display the status of the conversation associated with a response.
Attention!
To respond, you will need to share the Dashboard or pin it on the main interface page.
When you click the "Reply" button, you will find all the questions from your questionnaire to which the consumer has responded. If there are more than two questions with answers, click the "expand" button to display them all.
On the left, in the first block, are all the general information. The second block corresponds to all the attributes linked to your campaign through one or more segments.
Write and Send a Response
You can write your response in the designated box, preview the message, then click "send." A default email template is available.
When you reply to the customer, the status changes to indicate that you are in discussion with the consumer.
The Response Dashboard
Elements of your dashboard:
- The logo in the top left corresponds to the logo set in the campaign broadcast.
- All the questions answered by the respondent.
- The respondent's profile.
- The response section.
- The default email template sent to the consumer with the response.
Email template
The variable [#collectAnswer.message] in the default email template should not be deleted.
However, you can modify it from the "Settings" tab then "Email Templates."
The default email contains the "first name" variable to name the consumer. Here you understand the importance of indicating the origin of the "consumer first name" in the setup part of this "Response" feature.
If you decide to start from a blank template, you will need to integrate the variable by clicking on "Insert a variable," then on "collectanswer" and finally on "message." Similarly for other variables.
You can have as many templates as you want. In your response dashboard, you will find your templates as well as the translations. For translations, click on the translate tab.
You can preview the email that will be sent by clicking on the eye. You will see that the first name variable is replaced by the consumer's name.