Want to gather feedback via SAM using Customer Radar? Follow this guide to get started. Once you have completed the set up SAM will invite your clients to give you feedback after the job is done when they are invoiced.
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Setup:
1. The site will need to register with Customer Radar to be provided with a unique URL.
2. Customer Radar will then send an email request to SAM to contact the site to get this setup. SAM will create an Upgrade Job and send it to a consultant, along with the email from Customer Radar stating the URL and Feedback Message.
3. First the site will be upgraded to 6.007d if they are not on it already. Then use the upgrade job to activate AddOn 53 and go to Maintenance > System Setup > Forms > SMS tab.
4. Select the Feedback tab and load the default message or the message that the site has requested to use. Enter (replace the text) the URL provided into the **WWW…..** making sure to remove the ** from either side of the sample URL.
5. The Feedback SMS still only has a limit of 160 characters so if the site has a long company name, chances are you may have to shorten it
6. Next, load your mobile number into the Cash Sale account and do a test. Create a zero dollar invoice with the note 'Customer Radar test'. Make sure that the Send Feedback option is ticked at the point of invoicing. Check that you receive the test feedback and whether there are any issues. Then remove your number from the Cash Sale account. (Note: this can only be done with NZ sites)
Note: Once activated (with a default message) SMS’s will start sending with each workshop invoice. So, make sure the correct feedback URL has been loaded!
Customer Opt Out flag:
There is a new flag in the customer marketing tab to stop the client from receiving these feedback SMS’s.
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Using This Function:
1. When a user invoices a job an SMS is sent to our server with a forward date of the next day at 9:30am. These SMS get sent to the client the following Monday (excl. friday and weekends).
2. A user can manually flag an invoice not to be sent to Customer Radar by unselecting the option below during the invoicing prompt.
3. Rules around auto send of SMS:
- Credit jobs will be ignored
- In the case of a split invoice only the customer linked to the item would be sent e.g. Customer 1
- Customers flagged as Internal and Zero Rated are excluded
- In version 6.007c, “Ready” to SMS must be ticked under the customer for this to work. Version 6.007d onwards does not require this option to be ticked.