This feature allows for immediate responses to customers after the submission of a survey. Direct communication can be maintained between the customer and dashboard to resolve any underlying issues that were experienced during the ordering process.
How to Access?
The Inbox portal can be accessed through two different avenues:
1. Logging into the HungerRush Survey dashboard -> Select the Brand -> Inbox
2. Selecting “Reply” from the Notification Emails
How to Use?
Access to all submitted surveys & direct communication with customers can be viewed inside the Inbox portal. Additionally, a snapshot of the customer's insights can be viewed once a message has been selected.
General Functionality
Groups & Stores: Filter by designated groups & stores to isolate communication for those selected locations. This filter will dynamically update the stores nested inside of individual groups.
Name, Email, Phone: Locate a specific customer by Name, Phone, or Email. Once located, their more recent submitted survey will display in the left-hand Inbox column and if selected their additions conversations can be found under “Previous Conversations”
All, Positive, Passive, Negative: Filter the entire left-hand Inbox column by the type of survey that was submitted.
Additional Filters: By opening the dropdown menu there are three additional filters available to assist in sorting the inbox
- Unread All messages that have not been opened
- Read All messages that have been opened
- Survey Includes Comments Filter by customers who have included a comment inside of one of the textbox fields inside their survey
Smile Icons: The smile icons represent what type of survey was submitted by the customer.
- Positive 5 Stars Ratings for all questions
- Passive 4+ Star Ratings for any questions
- Negative 3 or Less Star Ratings for any question
Comment Icon: The comment icon represents when a conversation has been initiated with the customer. This will only display when an Admin inside the survey platform actively reaches out to the customer.
Responding to Customers
By selecting the custom from the left-hand Inbox column the message will highlight in a blue tint. Additionally, the customer details will display in the right-hand column. By using the center ‘textbox' fields, admins will have the ability to initiate conversations with the selected customer.
Customer information & survey responses are provided inside the message thread to further understand the customer. Once a message has been sent the customer will receive an email detailing the initial message.
Customers can respond to the message by replying directly to the email. Once they do so the message will be marked as unread. Once the message is opened it will display inside the thread.
Details Right-Hand Panel
Upon selecting a message from the left-hand panel Admins will have visibility into the customer messages and their profile details.
Customer Info: General details about the customer: Name, Email & Phone
Customer Insight:
- Surveys Sent How many surveys the customer has been sent
- Surveys Completed How many surveys the customer have completed
- Response Rate Percentage of surveys completed to sent
- Average Transaction Rating Average response rating for ‘transaction’ questions (all questions minus sentiment question)
- Average Sentiment Rating Average response rate for ‘sentiment’ question (how likely are you to recommend to friends or family)
Previous Conversations: This feature allows you to view past conversations with a specific customer. All submitted surveys will be displayed here, along with their corresponding smile icons. If a conversation has been initiated, a message icon will also be shown.
- By selecting a previous conversation the ‘Survey’ field of the left-hand column will update to display the survey that was submitted for that conversation.
Internal Note: Dashboard admins have the ability to add internal notes about the customer. This allows future admins to better understand each scenario and assist the customer with the provided information.