How to Send Requests for Customer Experience

Does a customer have something positive to say about one of your clients or campaigns but they forgot to leave a review? Or maybe you want to share what they have to say on your client’s page. This is what ‘Requests’ are for. You can now ask them to leave their feedback and process everything right on your dashboard.

Here’s how it works.

Sending A Request

1. Log into your account. Go to the Dashboard > Campaigns > Client Campaign > Reputation > Requests.
2. Click the Send Request button, a pop-up will appear asking you to choose if you want to send a request to an existing contact, a new contact or multiple contacts.
3. Click the option that you want and fill out the form.
• Existing Contacts. Choose your contact from the drop-down menu and hit 'send request'.
• New Contacts. Fill out the form containing the Name, Last Name, Email Address and hit 'send request'.
• Multiple Contacts. Choose the CSV file containing all the contacts you want to send the request to and hit 'send request'.
  
  Note:  If the customer doesn’t provide a review, a follow-up email will be sent on the 4th and 7th day from when the first request was sent. Otherwise, the email sequence will stop once a response is provided. Read further to learn how to edit the template.
  
  For 'Multiple Contacts', you can upload up to 1MB in CSV file format. Follow the format: First Name, Last Name, Email.

Designing or Editing the Customer Experience Request Email Template and Sequence

1. Go to Campaigns > Client Campaign > Reputation > Requests.
2. Click the More Actions tab, and click Edit Feedback Template.
3. Once you see the email sequence, click on the email that you want to edit.
4. Click Save Email when you’re done.
   
   Note: The rate button will automatically be integrated into the email.

Viewing the Status of Requests

1. Go to Campaigns > Client Campaign > Reputation > Requests.
2. The request tab will automatically show the list of requests you sent out. It’s divided into four columns. The last column will show you the status of the request which are as follows: 

• Pending. The email is sent.
• Opened. The user already opened the email but has yet to give a response.
• Reviewed. Feedback has been sent by the user.
• Stopped. This will appear if you have chosen to stop the request.