Overview: 

The feedback module allows you to gather valuable insights directly from customers following the repair and collection of their devices. Through automated messages sent via repairdesk Connect, customers are prompted to share their satisfaction level, allowing you to address any concerns promptly and provide personalized follow-up if needed.

Key Components:

1. Automated Messaging: After a device is marked as repaired, and collected, the invoice is paid, and the ticket is closed, an automated message is triggered to the customer's registered contact information.

2. Feedback Prompt: The message includes a prompt requesting customers to indicate their satisfaction level by replying with either "1" for satisfied or "2" for not satisfied.

3. Customized Follow-up: Based on the customer's response, a customized follow-up message is generated to further address their feedback:

• Satisfied (Response: 1): Customers who indicate satisfaction receive a thank-you message acknowledging their feedback and expressing appreciation for their positive experience. Additionally, you can customize the template as per your preference and even include a review link for your store to get their feedback.

• Not Satisfied (Response: 2): Customers who express dissatisfaction receive a follow-up message expressing concern for their experience. This message may include an invitation to elaborate on their concerns, offer an apology for any inconvenience, and provide reassurance that their feedback will be addressed promptly by our customer support team. You can also customize the response as per your preference. 

Accessing Feedback Module

Open Repairdesk Connect and go to the "Settings" section.  

Configuring Feedback

• Initial Message: This is the initial message that will be sent out to the customers. The feedback prompt would be automatically appended to the template. 




• Satisfied (Response: 1): This is the template that will be sent out to customers if their response is 1 for the Initial Message indicating they are satisfied with the service. 




• Not Satisfied (Response: 2): This is the template that will be sent out to customers if their response is 2 for the Initial Message indicating they are not satisfied with the service.





Enable The toggle for "Send Follow-up Messages" to send customized responses based on customers' response to the initial message. 

Configure the Delivery Settings for the "Initial Message"

You can also customize the settings for multiple stores by selecting the respective store in the dropdown above.



Test the campaign to make sure everything is working smoothly.

Lastly, you can either use Campaigner module or Feedback module at one single time.

Limitation:

The review message should is sent to all the customers who are satisfied and not satisfied. However, review messages should only be sent to those customers who are satisfied.

That's it! If you have any questions, feel free to reach out to us.