Customer Conversation

The Customer Conversation refers to the interaction between the business and its customers. This interaction is a two-way communication where the business is listening to the customer's needs or concerns and provides appropriate responses or solutions. These conversations can be key to building and maintaining strong, positive relationships between the business and its customers.

Contrary to popular belief, customer feedback is often positive, thanking the business or individuals. Don't assume customer feedback is likely to be negative or bad news.

The Customer Conversation starts by the business responding to a customer's rating.

Composing a response

There are 2 options for composing a response to the customer:

1. Write a new reply and send it
2. Select the "Common reply..." button to pop-up a list of common, ready-made responses - see Common Replies below

Use option 1 when there is a need to respond in a specific way to a customer.

Use option 2 when all that's required is a generic response

For this example we will use option 1:

This triggers an outbound email sent to the customer looking like this:

If the customer chooses, they can select the Reply link embedded in the email to continue the conversation. The one-time link takes them to the following web app page where they can view the entire conversation including their original ratings submission:

The customer can then add further comments if they want to:

Once the customer submits their message they will be shown a thankyou page:

Meanwhile, in the Ratings Received report, the rating will be updated to show there has been a new response from the customer. See the status of the rating is now showing "Unread Customer Reply" in orange:

Opening up the rating and then opening the customer conversation, the customer's latest response can be found.

Selecting the check box icon "Mark as Read" to the right of the new response changes the status of the rating to "Pending Action" in green. The value displayed below the green status indicator shows when the rating was last updated, either by the customer or an organization member.

Common Replies

The Common Replies feature is a convenient tool that allows users to send standard responses quickly. Each user can create and manage up to 10 common replies, making it easy to respond consistently and efficiently. These replies can be customized and managed using the "Custom replies..." button, allowing users to tailor their responses to fit various situations. This feature streamlines communication and ensures a prompt and professional reply to customer feedback.

To create a new common reply, type your message and select Apply. This action saves the new message to your list of common replies and populates it in the Customer Conversation reply. New messages are added to the top of the list. If you already have 10 replies, adding a new one will remove the reply at the bottom of the list, ensuring that you always have your most relevant responses readily available.

Then select "Send reply" to trigger the outbound reply to the customer.

To send an existing common reply, select the item from the list, then select Apply, then select Send reply.

Common Replies are a simple yet powerful tool for communicating quickly and effectively with your customers. By using these pre-crafted responses, you can ensure prompt and consistent communication, making your customers feel heard and valued. This not only enhances their experience but also reinforces your commitment to excellent customer service.