The auto-responder allows you to automatically reply to feedback you receive. You can choose which ratings and which messages you want to send a response to and how long afterwards.
For example, you may want to respond to;
- Feedback with a 5 rating
- Send 1 hour after feedback is received
- Asking the customer to post a Google review or you could just say thanks for the feedback.
How do I create an auto-response?
How do I control who an auto-response is sent to?
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Why use the auto-responder?
The auto-responder lets you engage with your feedback automatically. It enhances the engagement with your customers, makes them feel heard and allows you to ask them to complete the next action - such as posting a Google Review for your business.
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How do I create an auto-response?
Contact Customer Radar support by filling out this form
or email support@customerradar.com
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How do I control who an auto-response is sent to?
The auto-responder settings give you full control over when and who an auto-response message is sent.
Send via Email (SMS also available in New Zealand)
Email priority - Sent by email, if there is no email address but a mobile number is available send then an SMS (only available in New Zealand currently).
SMS priority - (only available in New Zealand currently) Send by SMS, if there is no Mobile number, but an email address is available send then an email
Email only - Send message by email only
SMS only - Send message by SMS (only available in New Zealand currently)
Message
Provide the auto-response message that should be sent to the feedback. You can use personalisation and include a link to your business's Google review page.
eg: Thank you for your feedback
Ratings
Select the ratings the auto-response should be sent for.
When
Select how long after feedback is received the auto-response is sent. Choose from minutes, hours or days.
Days to send the auto-response
Select the days of the week that you want the auto-responses to be sent on. The default is Monday through Friday, however you can add on auto-responses to send on Saturday and Sunday.
Hours to send the auto-response
Select between which hours you want your auto-responses to be sent. Default is 8am to 6pm.
Ticket status
Choose if the ticket status should be updated after an auto-response is sent.
Location selector
Choose which locations you want the auto-response to be sent for. Default is all locations however you can choose individual or a selection of multiple locations.
Advanced Options
These options could have implications for how you engage with feedback - discuss these with Customer Radar support if you would like to make changes.
Allow batching
Sometimes feedback that would have had an auto-response is received outside of your selected times. Batching allows auto-responses to held and sent during the next selected time.
Switch off batching to have no auto-response to feedback received outside of your selected days and hours. The default is to allow batching.
Send auto-response after manual response
Switch on to send an auto-response even if a manual response has already been sent in reply to the feedback. The default is off.
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FAQs
I have multiple feedback programmes, can I send different auto-responses for each programme?
Absolutely - each auto-response is sent on a per programme basis to allow for messaging that matches each of your feedback programmes.
Can I have multiple auto-responses?
Yes, you can create as many auto-responses as you like.
Can I have multiple auto-responses for the same rating?
Yes, we recommend having them sent at different times and containing different messages but having multiple auto-responses set for the same rating is possible. The customer will receive however many auto-responses you have set up.
Can I pause an auto-response?
Yes, let the Customer Radar support team know and we will pause the auto-response. Please note that if there are any batched messages that were scheduled to be sent they will be deleted.
How do I delete an auto-response?
Let the Customer Radar support team know and we will delete the auto-response. Please note that if there are any batched messages that were scheduled to be sent they will be deleted.