How to win back unhappy customers by transforming their negative feedbacks to positive?
Customer Feedback and satisfaction are the keys to any successful business. In the online world, feedback and reviews play a vital role in knowing the quality of the product and customer satisfaction.
With the SalesIQ Feedback module, you can know how your customers feel about the product and service, and reach out to the customers who have left poor feedback on the chat session with your operator. You can apologize for the inconvenience caused and also help them get their issues solved without any delay.
Customers might find it hard when their requests take too long to get resolved or when something they request isn't available, or if the customer service was poor. So they tend to leave out low reviews on the feedback forms, and you might even lose them as a customer too. To avoid losing potential customers in such circumstances, you can reach back and apologize/inquire and help them solve the issue.
How to contact the customer from the feedback module?
- In the SalesIQ dashboard, navigate to Settings > Feedback, click on the visitor who left the poor review. A window will open from the side where you can find all the chat history and the visitor's feedback in chronological order.
- By analyzing the chat, you can find why the customer was not satisfied and assist them accordingly. By clicking the Notes tab on the top, you can view any note added by the operator.
- Now click on the Reply to Visitor tab to compose an apology email providing a solution to their request and help them.
- If their request was not fulfilled, explain why you couldn't resolve it, and provide alternatives.
- You can attach an Email signature in the chat to make it easy for them to reach out to you again directly from the email.
- After composing the email, click on the Send button at the bottom to send the email.
To learn more about the adding Feedback and Rating to your chat window, check out our help guides here.
Regards,
Naveen
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