Want to gather feedback via Timely using Customer Radar? Follow this guide to get started. Once you have completed the set up, you can use Timely to automatically invite your customers to give you feedback after their appointments.
Click the instructions below for more information on how to get set up.
Create your feedback invitation
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Create your feedback invitation
To use this feature you must be on either the Elevate or Innovate plans from Timely and enable Two-way Messaging. More information on enabling this here. If you are on the Build plan get in touch to discuss how you can gather feedback using Timely.
1. First, you need to log in to Timely
2. In the top bar, click Setup
3. In the menu, find the Notifications header and click Customer messages
4. Click the Add new message button in the top right corner
5. You will see a list of customer message types. Choose Follow-up from the options
6. Select the type of message you'd like to send. This can be either SMS or email
7. Set the rules for your feedback invitation message
- Choose how long after the customer's booking you'd like the message to be sent
We recommend 1 hour after so the appointment is fresh in your customers mind.
- Decide what bookings/services the message will be sent for. You can send this after all bookings by choosing the Any service option, or only send this to Selected services.
- You can choose the Booking status the appointment will be sent for.
If this isn't checked, then follow-up messages will be sent to all booking statuses (except for Cancelled and Did not show bookings).
- If you'd prefer, you can choose to only Send to customers with no previous appointments. If this is checked, customers who have visited you before won't receive this message.
Next you will create the template for the feedback invitation message. Email is below, or click here for how to create an SMS template
Create your email template
1. Enter a Subject and your own Custom text message. Copy and paste the below message into the Custom text field:
Hi FIRST_NAME,
We’re really interested to hear what you think, so we can see where we’re doing well and what we can improve on.
There’s only one quick question. Click the button to let us know how we did.
Kind regards,
[business name]
Notes
- In the message, the [business name] placeholder should be filled in with your own business name
- The FIRST_NAME field does not need to be changed in the message template as this will automatically fill in the customer's name when a message is sent.
2. Check the box next to Add a button linking to a site of your choosing
3. Paste the feedback link (URL) in the field provided. If you haven't received your feedback link from Customer Radar yet, get in touch with Customer Radar Support at support@customerradar.com.
4. In the Label for the button field, copy and paste the below label
Click here to give us feedback!
5. View a Preview of your message below and make any final changes
6. Give your feedback message a name. We recommend Feedback email
7. Click Save
🎉 You are done! Your feedback email message will be sent out automatically to customers inviting them to leave feedback for your business after their appointments.
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Create your SMS template
1. Copy and paste the below message into the Your message field
Thanks for visiting [business name]! We would really appreciate feedback on your recent visit. There's just one quick question. Go to: [feedback link]
Notes
- In the message, the [feedback link] placeholder should be filled in with your unique link provided by Customer Radar. If you haven't received your feedback link from Customer Radar yet, get in touch with Customer Radar Support at support@customerradar.com.
- In the message, the [business name] placeholder should be filled in with your own business name.
- The message can only be 160 characters, including your business name.
- You can use the placeholder tags on the left to customise your message with the customers first name or other information, but be careful as this may push your message over the 160 character limit.
2. Give your feedback message a name. We recommend Feedback SMS
3. Click Save
🎉 You are done! Your feedback SMS message will be sent out automatically to customers inviting them to leave feedback for your business after their appointments.
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FAQs
Can I change the message template after it's created?
Yes, you can follow the instructions for email here, and for SMS here to edit the message that is sent out. Remember to save any changes!
Should I use email or a txt message?
Either is great. The feedback message is short so it fits fully into an txt message. You can also add your feedback link to other communications to gather even more feedback.
I need to contact Timely support or need help with setting up the feedback invitation template.
For questions around using Timely, you can find the Timely support page here, or for help with your template contact Customer Radar support here.