For customer-focused companies, closing the feedback loop is probably just as important as collecting customer feedback in the first place. Not only can a closed-loop feedback process build customer loyalty and turn average users into passionate ambassadors, but it can also help keep response rates high and continuously feed your organization with valuable customer feedback and information.

Acting on and responding to customer feedback creates a WOW effect and differentiates your business from the competition. According to Gartner, 95% of companies actively collect customer feedback, but only 10% use it to improve their business. Only 5% bother to tell their customers that they have done so.

With InputKit, we help you be part of that 5%! A good practice to close the feedback loop is to respond to your customers as much as possible. Find out how to respond to a customer after they have filled out a questionnaire directly on InputKit.

Table of contents :

To respond to a customer, go to the "Results" section and click on a feedback to open it.

On the right, you will see the "Actions" section. Further down is the "Respond to Customer" section, this is where you can communicate with the customer.

To reply to the customer, write your message or use a template and click on "Send".

You will see your message in the discussion thread below the field for replying to the customer.

ℹ️Please note that the response will be sent by email in priority (to save costs). It will be sent by SMS only if the customer has only a cell phone number in its file.

⚠️Please note that there is a limit of 1400 characters when you reply to a customer by SMS.⚠️

The customer gets an email that looks like this when you reply:

Even if the customer is anonymous, you can still reply and ask them questions! You will never know who the customer is (unless they give you their contact information when you talk to them) and they will be informed when you respond that you do not know who they are.

The sentence ''*Important*: you are anonymous, the company does not know your identity.'' is automatically inserted in the email, you do not have to specify it.

The customer receives an email that looks like this:

When the anonymous customer replies, you will see their reply as another normal customer in the discussion thread.

When you have responses from your customers, the " Reply " alert will appear on your dashboard to notify you.

You will also receive an email to notify you when there is a new reply. The person that wrote to the customer will receive the email but the alert will be visible on the dashboard for every user who has access to the alerts.

When you click on the " Reply " alert, it disappears from the dashboard. Replies are still available from the "Replies" filter in the "Results" section of the left-hand menu.

To continue the discussion with a customer, simply write your message in the "Reply to customer" section. The discussion thread appears at the bottom and the most recent message is always at the top.

Here is an example of a discussion thread :

You have access to some reply templates on InputKit and it is also possible to create your own answer templates. These templates are very useful if sometimes you lack inspiration or time!

ℹ️The templates are very general. We encourage you to modify and customize them to fit your company's spirit. Feel free to delete or modify any wording that you don't like or that doesn't really apply to your situation.

💡Tip: If you use the cross-sell step, you can create a template for each service that is put forward in this step. This will save you a lot of time and quickly inform your customers about the services they are interested in!

Click on this button to access to the reply templates 👇

To use a reply template when responding to a customer, click on the "Templates" button in the "Reply to customer" section.

A window will appear allowing you to preview the templates and to select one to use :

💡It is possible to make a hybrid response, i.e. to use part of a template and write your own message. To do this, you must select the template before you start writing your message, otherwise the message you wrote before selecting the template will be overwritten by the template.