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ID765 - Request Online Recommendation from your Customer Overview & Sample

Request Online Recommendation from your Customer

 

Jump to Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts 

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Overview

Overview

This alert is only for people using the Net Promoter Score question "How likely is it that you would recommend our company to a friend or colleague". If someone responds to the question (on any and all of your surveys containing the question) and scores you a 9 or 10 out of 10 (a promoter), then they are likely big fans of yours. This alert would send them an automated email with "glad you like our service, we would love it if you would click this link to recommend us on our LinkedIn company page" or Facebook, Yelp, Google -- whatever your company platform is.

Click this link to understand the importance of Google reviews http://bit.ly/2ycpn7F

More on NPS here

Run Schedule: Every 15 minutes for customer email, Daily Summary at end of day

Type of Output: Email to your customer

 

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Sample

Sample

Email to customer contact:

ABC.png

Daily summary to you:

The 'appreference' column is either the Service Call # or Sales Order #

ID765Summary.PNG

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Variables

Variables

NONE

 

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Alert Functionality

Alert Functionality

The default set up will trigger when someone rates you a 9 or 10. Note we can tweak this to trigger on another setting (i.e. just NPS Score of 10). It will email every time they submit a response as long as the requirements are met, but let us know if they should only ever get one email ever.

More on NPS here

We suggest the from email address be your CEO/President or senior management. We can customize the alert and make the email look exactly like the one that you would send to your clients.

We will run it in test mode first (not to your customers) and only send to the email listed in the BCC of the subscription, so be sure to add your email to receive the samples. 

There is an end of day summary showing which clients were sent an email from you asking to post feedback on your selected social media site. The summary goes to people listed in the To/Cc/BCC. 

When subscribing to this alert, please note how the To/CC/BCC fields are configured for this alert.

The emails in BCC will be on blind copy to emails sent to your customers and will receive the daily summary.

The TO and CC will only receive the daily summary, not the email sent to your customer.

So be sure when you first subscribe that you have an email in BCC so you receive samples while in Test Mode.

ID765ToCCBCC.PNG

 

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Best Practices & Tips

Best Practices & Tips

More on NPS here

 

 

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Related Alerts

Related Alerts

ID109 - Service Call surveys

 

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1 Comments

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    Promotions

    Instead of having multiple links in the email, I would prefer to have 2 or 3 email variants with a different platform requested in each. Only 1 of the variants would be sent out each time, and they would cycled each time it is sent.

    The purpose of breaking it into different emails is that it makes the request simpler and mitigates the risk of confusion. If it looks like too much work or is at all confusing then it will likely hurt the response rate pretty badly. Multiple links in the same email might have the affect of both - looking like too much work AND confusing.

    The purpose of spreading reviews to multiple platforms is because there is no single resource that people use and there never will be. Yes, it's important to have a heavy presence in your market's primary resource, but that doesn't mean you can ignore the rest. Personally, I'd love to have our positive feedback "spread all over the place". Can't put all of your eggs in one basket...

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