How to personalise satisfied/dissatisfied flows

Overview

The Feedback feature supports two flows - satisfied and dissatisfied

Dissatisfied flow

You can create new additional questions for the Dissatisfied flow.

Customise question wording

1. Navigate to Feedback -> Editor.
2. Select the question of your choice.
3. Customise the wording of the question.

Customise the ending message

The ending message refers to the last step before your customers leave the survey.
The wording you use for this last step is therefore essential to guide your customer through the next steps (and thus reduce the rate of contact to your customer support team).
This message can be customized for each reason for dissatisfaction, depending on the situation.

How does it work?

• Click Ending message, which appears at the end of each question to access the configurations.
• Edit the content (be sure to do so in each language if you are sending notifications in several languages).
  • Liquid language can be used
  • Emojis can be used
  • HTML cannot be used

Alerts to customer support

For each flow, you can:

• Decide whether or not to notify customer support (see image on left)
• Define the channel for alerting customer support (Zendesk, Gorgias, Easiware, email, etc.)
• Describe in the alert how each issue is to be handled by customer support