馃毃To address negative reviews received through the WhatsApp alert, it is essential to have a user in RAY, whether Company Admin, Admin or NPS_MGR. Typically, the Company Admin is the person in charge of making service-related decisions in your company.
馃搶 It is important to note that only one WhatsApp number can be configured per store.
When a customer leaves a negative review through any of RAY's feedback methods, they will receive an alert via WhatsApp message. This message will contain a link with the following content (reference image is attached):
"A {Store} user just negatively rated: https://x.botbit.io/xxxxxx , number of visits: 0, score: 3."
馃毃 We recommend that you add RAY as a contact when you receive the first alert, so you can view the messages correctly.
By clicking on the link, you will be automatically redirected to the platform, specifically to the "Feedback Center > Reviews" section, where the corresponding review will open.
They will simply have to write the response to the review. If you have a preconfigured template that fits the review received, you can select it to speed up the response process.
How should you respond?
How should you respond?
馃挕 It is crucial to maintain a standard in responses to ensure consistency in the brand's communication with its customers. This aspect is especially relevant for those brands that manage not only their own stores, but also franchises, where different teams can be in charge of the responses.
How long does it take to receive the alert after the customer left the negative review?
How long does it take to receive the alert after the customer left the negative review?
鈴诧笍 The arrival of the alert is practically instantaneous; However, it is important to keep in mind that this time may vary, even up to an hour, depending on the availability of the service.
馃敆 How do I manually access RAY to respond to negative reviews?
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