Customer Service is a critical component of any successful operation. Customer service is the support you offer your members and guests - before, during, and after they use your facilities and services or buy products - to help them have an enjoyable experience.
Therefore, it is important to understand these customer service experiences to ensure you are providing your members and guests with a satisfactory experience. Because of this, you can schedule emails and text follow-ups with your members and guest using an Automated Email and Automated Text Message.
When you follow up with customers and ask them about their experiences or reach out to them for positive and negative reviews, you are telling them that you care. This genuine interest will help ensure your members and guest remain with the brand instead of looking elsewhere for the same services.
Follow-ups also give your the opportunity to connect with members and guests who might have otherwise been unhappy but did not reach out to inform you of their experience. This last "touch" allows you to turn a negative experience into a positive experience.
In this article, we will discuss how you can enable and update automated email and text messages to follow up with your member and guest after special orders.
Enabling/Updating Automated Email Follow-up:
When an automated email to follow up with your members and guests has been enabled, Golf Shop will send the message after a specified number of days when the order has been "Delivered" or "Finalized," depending on your settings.
To enable and update automated email follow-ups for special orders, follow these instructions:
Go to Communication > Emails > Automated Emails > Special Orders (as shown below).
Enable this message by clicking the enable button (orange is enabled).
Set the Follow up to be sent "X" days after the order is "Delivered" or "Finalized." Note: Follow-up emails will be sent at 12:00 pm local time.
User the Drop down to swap between sending the follow-up after the order is "Delivered" or "Finalized."
Customize the message by clicking "Edit."
When customizing, click the toggle to enable "Customize Email."
You can modify the emails From, Reply To, Bcc, Subject, and Body. In most cases, you can also use dynamic text from the "Fields" box to the right of the Body.
Include attachments and update the Logo and Banner if necessary.
Click Refresh Preview to view the updated content.
Click "Save" to finalize the updates or "Cancel" to not make any changes.
Enabling Automated Text Message Follow-up:
When an automated text message to follow up with your members and guests has been enabled, Golf Shop will send the message after a specified number of days when the order has been "Delivered" or "Finalized," depending on your settings.
To enable and update automated text message follow-ups for special orders, follow these instructions:
Go to Communication > Text Messages > Automated Text Messages > Special Orders (as shown below).
Enable this message by clicking the enable button (orange is enabled).
Set the Follow up to be sent "X" days after the order is "Delivered" or "Finalized." Note: Follow-up text messages will be sent at 12:00 pm local time.
User the Drop down to swap between sending the follow-up after the order is "Delivered" or "Finalized."
Customize the message by clicking "Edit."
When customizing, click the toggle to enable "Customize Text Message."
You can modify the Body of the text message using written text and dynamic text from the "Fields" box to the right of the body.
Click Refresh Preview to view the updated content.
Click "Save" to finalize the updates or "Cancel" to not make any changes.
Disabling Follow-up Notifications for Select Members
If you have members who do not want to receive these types of messages but would like to continue to send them to other members, update the member-level customer notification settings. For more details on updating individual member-level notifications, Click Here.