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Responding to Feedback in Recover

Ahmed Boghdady
Updated

Responding to Feedback in Recover

Note: This article is for Recover 2.0. If you are using the original version of Recover, refer to the Recover 1.0 help documentation.

Recover is a customer retention tool, available for Fast Feedback, that displays items of feedback requiring action, referred to as tasks.

Responding to Feedback

Sending a Reply from the Email Tab

If the feedback that is assigned to you contains a valid email address, you can send a reply from the email tab within the task detail page.

It is not necessary to obtain the email address from the survey recipient; if the customer replies to the SMS survey, the email address can be obtained from the metadata.

Note: You cannot respond to feedback unless it is assigned to you.

  1. Open the task you wish to respond to and select the email tab.

    The email tab will display previous correspondence.

  2. Press the SEND EMAIL button at the bottom of the page to open the create email screen.

  3. Select an email template from the drop-down menu.

  4. Enter a subject line for your email using email best practice.

  5. Enter the email body text, in plain text only.

  6. When you are happy with your response content, press the SEND EMAIL button.

Sending a Reply from the SMS Tab

If the feedback that is assigned to you contains a valid mobile number, you can send a reply from the SMS tab within the task detail page.

It is not necessary to obtain the mobile number from the survey recipient; if the customer replies to the SMS survey, the mobile number can be obtained from the metadata.

Note: You cannot respond to feedback unless it is assigned to you.

  1. Open the task you wish to respond to and select the SMS tab.

    The SMS tab will display previous messages with the customer.

  1. Write your message to the customer in the bottom message panel.

  2. When you are ready, press the SEND button at the bottom of the page.

4. Your message will appear on the right of the message panel, any response from the customer will appear on the left.