Need help replying to your customer feedback? Find instructions for different feedback response methods in this article.
For other types of feedback comment management, try this article: Your Comments Page
To find out which feedback you should reply to, try this article: What feedback should I reply to?
____________________________________________________________________
Replying to Feedback
How to video
Replying to customer feedback lets customers know that you've acknowledged what they've said and supports customer engagement. At a minimum, we recommend that every detractor feedback should be responded to, helping to resolve key issues for your customer. Also replying to passive and promoter feedback helps build rapport with customers.
All customer feedback which triggers an alert has the 'Received' status in your dashboard and comments page. 'Received' means that those pieces of feedback require you to respond to your customers as there may be a time-sensitive issue for you to address.
Once you have replied to the customer feedback, the feedback ticket's status will change to 'Responded'.
____________________________________________________________________
Replying by Email
1. Navigate to the 'Comments' page in your dashboard, this can be found in the top left hand menu. If you are clicking on a link straight to a piece of feedback from an email alert, skip to step 2.
2. Select a piece of feedback that you would like to respond to. Then click the 'Reply to customer by Email' button on the bottom left.
3. Select a response template from the dropdown list or write out a custom response. Then click 'Send Email' to send the response to the customer.
4. Once the response is successfully sent to the customer it will appear with a grey outline in the ticket.
____________________________________________________________________
Replying by SMS
In some cases, customer's submit feedback via SMS text and then you can reply to a customer's feedback in this way too.
1. Navigate to the 'Comments' page in your dashboard, this can be found in the top left hand menu. If you are clicking on a link to a piece of feedback from an email alert, skip to step 2.
2. Select a piece of feedback that you would like to respond to. Click the 'Reply to customer by SMS' button on the bottom left.
3. Select a response template from the dropdown list or write out a custom response. The click 'Send SMS' to send the response to the customer.
4. Once the response is successfully sent to the customer it will appear with a grey outline in the ticket.
____________________________________________________________________
Notes
If your response appears in a grey box, you might have accidentally left an internal note instead of replying to the customer. Try following the steps carefully, selecting the orange 'Reply to customer' button.
Remember that only some user types have custom response permissions. Find out more about user types in this article: Understanding User types
If you run into an error and can't see this screen, try our recommendations in this article: I can't reply to customer feedback