As a business, it's important to acknowledge that not every customer will have a perfect experience every time they visit. However, what you can control is how you respond when customers have a less-than-perfect experience. Following up with customers to learn more and hopefully get them back in the store can make a big difference in retaining their loyalty.
However, a business can make sure that if and when customers have a less-than-perfect experience, they follow up with that customer to at least learn more and hopefully get them back in the store, every time.
The key to being able to retain customers is to a) have a method for customers to let businesses know when they had a negative experience in store b) alerts the businesses when this happens and c) allow businesses to follow up with this customer in real-time to get them back in the store.
With Edge Chat, all of this now is possible. Here is how it works:
When customers leave a business, they will receive an SMS from Edge asking for how their experience was
If the customer responds to the SMS with a 1-3 star rating, then Edge will alert the Edge Admin Users via email.
To modify who gets these emails, navigate to your SMS Settings and select what's most likely called the 'Default Flow' at which point a panel will slide out from the right side of the screen (see screenshot below) and then you all you have to do is add the email recipients you want to be notified in the 'Negative Review Recipients' sections. Be sure to save the flow before exiting!
3. Within this email, there will be a button that directs you to Edge Chat (or you can simply navigate to Chat from within Edge. You don't need to click the button from within the email) where you can view all of the Chat threads with you and your customers.
4. You can filter these threads to view 'All' or 'Resolved' or 'Unresolved' and here is what each of those means:
All: these are all the Chat Messages, regardless of the status (i.e. Resolved or Unresolved). This is a good option if you want to get a birds-eye view over all messages.
Resolved: these are all of the Chat Messages that have been marked as 'Resolved' by you or somebody with Edge Admin access. We will capture and display who marked it as resolved, so that you and your team can stay on top of who's marking Chats as resolved.
The same people who get the email alert stating that a customer had a negative experience will also get an email when this Chat thread is marked as 'Resolved' so you and your team can 'close the loop' and have some piece of mind that somebody on the Management team reached out and spoke with this customer.
Unresolved: these are all of the Chat Messages that are created when one of your customers responds to the Edge post-visit SMS with a low rating (1-3 star rating) because they didn't have a good experience in-store.
If the customer accidentally responded with a low rating, you can just ask them to respond with a 4 or a 5 star rating and it will update their rating and mark this Chat as 'Resolved
If a customer has visited your store multiple times and responded to the Edge SMS with a low rating at any point, there will be a Chat thread in the 'Unresolved' section, even if they've responded with a positive rating AFTER they've responded with a negative rating. It is set up this way so a negative experience is buried or lost just because the user responded with a positive review at some point in the future.
That's it! It's as easy that... now you can a) have a method for customers to let you know when they had a negative experience in-store b) alerts for you and your team when this happens and c) allow you and your team to follow up with this customer in real-time to get them back in the store.
You can view the Chat Analytics page within Edge to see things such as who on your team is marking the most Chat Messages as Resolved and how long your average resolution time is. Click here to check it out!
If you have any questions, please don't hesitate to reach out to us at support@ouredge.com. We are here waiting to help you and it's our mission to help Employees earn more money for all of the hard work they do! 😊 ❤️