Closing the feedback loop is critical to build customer loyalty and turning average users into passionate ambassadors. Discover this new feature that allows you to automate your reply templates to automatically close the feedback loop with your promoters who did not write a comment in their feedback.
Table of contents :
How does it work?
The automatic reply function automatically sends a template reply to your satisfied customers who did not write a comment in their satisfaction questionnaire. The automatic reply is sent more than an hour after the customer's response to close the feedback loop.
A few conditions apply :
There is no text in the feedback.
The customer is satisfied.
NPS is passive (7-8) or promoter (9-10)
Feedback was given 30 days ago or less.
The feedback was given more than an hour ago.
When all these conditions are met, one of the templates you have chosen will be sent to the customer as if it was you who had replied! The function allows you to select several templates that the system will choose in order to avoid that the same answer is always sent.
ℹ️ The user who will sign the automatic reply is the user in charge of the replies in the sequence settings:
To learn more about sequence settings or to find out how to change the user in charge of responses 👇
How to activate the automatic reply function?
To activate the automatic reply function, you must access the message templates:
Click on "Results" in the left-hand menu.
Click on any feedback.
Once in the feedback, click on "Templates".
A window will open to display the templates. Click on "Manage templates" to activate the function.
Click on the "Automation" button to configure the function.
A window will open allowing you to activate the function and select the reply templates to send.
Click on "Save" to save the changes.
How to check if a reply has been sent automatically?
When a response has been sent to the customer, you will see a bubble in the "Results" section to let you know that this feedback has been responded to:
If you click on the feedback, you will see the automatic response that was sent in the thread under "Reply to Customer". When a reply has been sent automatically, "[Automated]" is written next to the user's name.
Do not hesitate to write to us on the chat if you have any questions.