To reply to feedback, go to the “Feedback” tab. The feedback to process are indicated by a red dot in front of the author’s name.
To display only the feedback to be processed, click on the “To be processed” sub-tab.
In this section, you will find the new feedback to process, but also the possible new messages from customers. When you have the possibility to validate the answers of your collaborators, this is also where you can filter the answers to be validated.
Click on the feedback you want to process to display the details of the customer information and the answers he has given. At the bottom of the feedback details, you will find several buttons allowing you to process the review.
1) You can answer the feedback by email, by clicking on “Answer”
You can then either use an answer template available via the “Template” scrolling menu, or write your own message. Once your answer is ready, click on “Send via e-mail”.
The feedback will be considered as processed, and the dot will change from red to green.
2) You can enter a call report, by clicking on “Call report”.
You can choose to call directly the customer to process his feedback. In this case, you can enter a report of this call to process the feedback.
Simply enter the date and time of the call, your report, and click on “Save”.
For your information, this report is not sent to the customer and is only visible to the employees of your company.
The feedback will then be considered as processed and the dot will change from red to green.
3) You can close the feedback by clicking on “Close”.
If, for example, the feedback processing does not require contacting the customer, you can process it without replying to it, by clicking on “Other” and then “Close”.
The feedback will then be considered as processed, and the dot will change from red to green.
4) You can assign feedback to another collaborator group.
When feedback concerns another department, for example, you can assign it to this department. To do so, click on the “Assign” button at the bottom of the review detail.
NB: Depending on your project, the “Assign” button may not be available.
You must then choose the collaborator group to which you want to assign the feedback.
You can then write an assignment comment and click on “Assign”.
A message will confirm that the assignment has been taken into account, and the concerned collaborator will receive an email informing him/her that the feedback has been assigned.
Following the assignment, the feedback's status will change to “To be processed by [the selected collaborator group]”.
5) You can write an internal memo, by clicking on “Internal memo”
Please note that you can also add an internal memo to give more information or context about the review or the customer. It will only be visible to users who have access to the platform, but nothing will be sent to the customer. However, this note does not allow you to close the feedback.
Simply fill in your note and click on “Save”.
Your note will be displayed in yellow in the review thread, and the status will remain “to be processed”.
6) You can send the feedback to a collaborator by clicking on “Send”.
It is possible to send the feedback to a collaborator. Simply click on “Others” and then “Send” at the bottom of the review. This will not allow you to close the feedback.
NB: You can answer all the feedback, both positive or negative.