An important factor in providing the ultimate customer experience is giving your customers a simple way to share their opinions about the service your company provided. Your customers want to tell you what they think, and you need to know what they think.
With Towbook’s new customer survey option, you have a simple tool to ask customers to rate your service after the job is complete.
Sending a Customer Survey on a call in Towbook
To a customer survey on a completed call, there must be a valid mobile phone number or email address on the call. Once you’ve got a mobile number or email address in the contact on the call simply, modify the call and select the invite icon (see Figure 1). This opens the invite window, so you can send the survey request (see Figure 2).
Figure 1 Figure 2
The Customer Experience with Surveys
Listed below is an example of what your customer will see when you send the customer survey.
This new feature brings some important benefits to your operation.
Performance. Your survey results are listed in a report in Towbook, allowing you to quickly identify any poor ratings and see how each driver is performing for customer satisfaction.
Fix Problems Immediately. Towbook is set up to generate an alert to Managers and Dispatchers any time a poor customer rating is received on a survey. If you have an unhappy customer, the best time to fix that is now. Long before a problem spins out of control or ends up on some social media website, you need the ability to contact that customer and make it right.
Let the world know. When your customers are happy, you want your community, and potential customers to know that. Towbook makes it simple for you to obtain great customer feedback and share that on your popular social media sites. Grow your brand, grow your business.
Customer Survey Setup
To set up your customer survey questions, go to "Settings" in Towbook → Select "Dispatching" → Click on "Roadside.io". On the settings page, you will see the options for what to include for customers on Roadside.io, and you will see that you can configure up to 3 of your own customer survey questions (see below).
Roadside.io and Customer Surveys are available in our Ultimate Plus plan.