How do I follow up with an unhappy customer?
A low survey answer opens the customer's conversation, marked Needs you, with their answer in it. Answer them there.
When a customer gives a low answer (1 to 3 stars, a sad face, 0 to 6, or a thumbs down), Alori opens their conversation in Conversations, marked Needs you, with the survey and what they wrote right in it. The teammate who did the job or closed the conversation gets a bell: An unhappy customer answered the survey:. Reviews shows them Waiting on you until someone answers.
Also called: unhappy customer, complaint, detractor, bad rating, call back, client insatisfait, plainte, rappel
Step 1: Open the conversation
Click the bell, or open Conversations › Unread: the conversation is marked Needs you. It shows a Survey answered card with the question, their answer and their words, beside every message you exchanged.
Click: Conversations › Unread
Step 2: Answer them
Reply by text or email from the conversation, or call them. Your reply, or closing the conversation, takes it out of Needs you. There is nothing else to mark: in Reviews, the answer turns from Waiting on you to Handled by itself.
Click: Conversations › the customer › the reply box
Step 3: See who still waits
Open Reviews. Waiting on you lists the unhappy customers nobody has answered yet. On Feedback, pick Unhappy: each unhappy survey answer says Waiting on you or Handled.
Click: Reviews › Waiting on you
Good to know:
Want every answer in Conversations, not just unhappy ones? In Reviews › Settings › More options, under Other choices › Open the conversation, pick When they answer, or When the survey goes out. Either way, answers show in the customer's conversation.
You can also ask Alori: "which unhappy customers are still waiting?"
If it doesn't work
Nobody waiting. Unhappy customers show here until someone answers them. No unhappy survey answer is waiting.
Website chat stars of 1 to 3 still make a Call back task: close the task when it's done.