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Customer Satisfaction Text

Corey L. shared this question ago

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Curious if there's a way to ask for feedback via automated text message? Right now, our automation goes out with this IO Text:

We love getting feedback from our customers... please leave more detail if you have a few moments! How did we do?

😀 -> Please let us know: *satisfaction_link*&rating=5

👎 -> Please tell us more: *satisfaction_link*&rating=2

I'd much rather it be something like this:

We love getting feedback from our customers... please leave more detail if you have a few moments! How did we do? Please respond with a number 1 through 5, 1 being terrible, and 5 being excellent

(numerical customer response)

Thank you for your feedback! <if greater than 3 -- "Please consider leaving us a google review: *review link*"> -or- <if less than 4 -- "sorry we didn't live up to your expectations. Would you like to discuss your experience with a team member?">

Can this conversation be automated?

The same question

Comments (1)

Brittany M. ● 20 days ago

Are you wanting to send out 2 different texts if the response is greater than 3 to send your review link and if less than 4 send a second text?

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Corey L. ● 20 days ago

No... just one. It just needs to change depending on the reply

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Brittany M. ● 20 days ago

This is not possible to send as 1 text message. It may be possible with multiple automations/texts.

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Chad B. ● 20 days ago

Great thought. I can't imagine that not being possible based on the filters allowed. But it will be done differently than you're looking at. They would respond with a number and then you would apply a filter that captures that number, determine if it's greater, send the first half of the second text. If it's less than another filter will capture it and send the second half of the text.

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Corey L. ● 18 days ago

So... IO Texts are not directly related to a Lead. If I look for texts using a filter, I can't relate it to a lead... if I look for a lead who has had their text sent, I can't look for that particular text. Or (and more likely) I'm missing something that would make it possible

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Chad B. ● 18 days ago

Use the IOphone (text) type filter

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Corey L. ● 17 days ago

I did... but that doesn't have the ability to reference leads or customers....

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Brittany M. ● 17 days ago

You can make a "Phone (Texts)" type filter.

Message To Number-->Contains-->+1[Your IO Phone number]

and

Message Text-->Equals-->1

Message Text-->Equals-->2

Message Text-->Equals-->3

You can then use this filter to create an automation that will send the text template for "sorry we didn't live up to your expectations. Would you like to discuss your experience with a team member?"

You would create a similar text filter for ratings that are 4 and 5 to send the template that says "Please consider leaving us a google review: *review link*"

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Corey L. ● 17 days ago

Oh, I got that far.... but I was hoping to avoid sending "unrelated" replies. That is, if one of our CSRs send a question ("how many tables did you need") that receives a numeric answer ("4") I don't want the auto reply to go back. Therefore, I was hoping to establish a Filter that would only reply if the associated Lead was in "complete" status AND the initial satisfaction text had been sent

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Brittany M. ● 17 days ago

Unfortunately we cannot have a lead type filter and a text type filter used in the same automation.

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