User Feedback

Demo: https://m.me/ahachatter?ref=userfeedback

Flow to Copy: https://app.ahachat.com/share-story-to-bot/24aa285596d9c57688a146a1512aac29Xv1GUi8w5I3667673

User Feedback is a tool for collecting customer opinions and reviews after they use your product or service. After receiving feedback, you can send promotional messages within 24 hours. Reviews are valid for 7 days, allowing you to engage with customers during this period. This helps with post-purchase customer care and provides insights for improving your product or service to better meet customer needs.

1. Create a User Feedback.

To create a User Feedback button, you need to create a new conversation block.

Enter the content in the “Bot Message” section and select the User Feedback button in the “User Input Type” section.

In this block:

  1. Title: Enter content for the title.

  2. Subtitle: Enter up to 55 characters with accents or 80 characters without accents.

  3. Button Name: Enter content for the button name.

  4. Question Content: Enter the question content.

  5. Score: Choose the appropriate rating level for your service.

  6. Score type: Choose the form of evaluation.

  7. Allow form inout: Select whether customers can input their feedback or not.

1.1 Score

In the Score section, there are 5 rating options with different levels of evaluation:

  • CSAT (Customer Satisfaction): Measures short-term satisfaction with a specific interaction, including:

  • 5 stars

  • 5 emoji icons

  • Rating from 1 to 5

  • CES (Customer Effort Score): Measures customer effort on a scale from 1 to 7.
  • NPS (Net Promoter Score): Measures long-term customer loyalty on a scale from 0 to 10, reflecting overall satisfaction and likelihood of recommending the product.

1.2 Score type

In the Score Type section, there are 4 options:

  • Negative - Positive

  • Hard - Easy

  • Very Unlikely - Very Likely

  • Poor - Great

2. Create a Chatbot Flow for sending a Feedback

To set up content for the User Feedback that you want to send to customers:

  1. Share the Feedback Link: You can send the feedback link to your customers or use a Livechat on AhaChat.

  2. Customer Feedback Collection: Once the customer submits their feedback, you can collect and track the following attributes:

  • Feedback Type: {{user_feedback_type}}

  • Rating: {{user_feedback_value}}

  • Feedback Content: {{user_feedback_input_text}}

This allows you to analyze the feedback and send promotional messages to the customers after they've rated your service.

3. Send promotional messages beyond 24 hours via Broadcast using the CUSTOMER_FEEDBACK message tag.

The standard messaging window for sending Broadcast to customers is 24 hours. Facebook encourages sending Broadcasts within this timeframe for better customer experience and response rates. Additionally, you can use the CUSTOMER_FEEDBACK message tag to send Broadcast campaigns. This tag allows you to send feedback messages up to 7 days after the customer's last message.

3.1 Create a review message in Broadcast.

To send a CUSTOMER_FEEDBACK message, you need to create a new Broadcast → Select Add Block → and choose the USER FEEDBACK block.

Enter the title and question content for the review message.

After the customer provides feedback, you can continue sending other promotional content.

3.1 Set up to send a Feedback Message:

When you select the CUSTOMER_FEEDBACK tag, the system will automatically filter customers who have interacted within the last 7 days for you.

4. Send Feedback by Sequences.

Similar to Broadcast, you can send this Feedback message to all customers within 7 days of their last message. To send a Feedback message within the 7-day window, select the CUSTOMER_FEEDBACK message tag when setting up the customer care message.