Customer Satisfaction Text

Corey L. shared this question ago

Answered

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. ● 4 hours 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. ● 3 hours ago

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

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Brittany M. ● 3 hours 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. ● 3 hours 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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