Enable Feedback and Upsell with ConvertWay's SMS and Whatsapp Automation
Post-Purchase behavior refers to how customer behave or feel after they complete the purchase or complete the order. It’s very important to measure the satisfaction to learn if your services/products have met the customer expectations and if the customer will return to your store.
With The ConvertWay’s Feedback and Upsell Flow, you not only measure the customer satisfaction but also leverage reviews to Upsell to your existing customers. So, once the order is fulfilled then based on the number of days from Order Fulfillment, SMS and/or Whatsapp notifications are automatically triggered to collect feedback from customers.
Note: Messages are triggered based on number of days from Order Fulfillment
Go to Flows Tab in The Convertway App & select WhatsApp or SMS Feedback and Upsell as shown Below
When Order Feedback & Upsell - Whatsapp is selected, a detailed form as shown below will open. You need to select the number of days after Order Fulfillment when the notification will be triggered and save the settings.
The customer can share the feedback by clicking on the any of the three buttons (Happy, Satisfied, Not happy) and based on the feedback, a response text will be sent to the customers.
Order Feedback & Upsell - SMS when selected, a detailed form as shown below will open. You need to select the number of days after Order Fulfillment when the notification will be triggered and save the settings.
In case of SMS automation - we send a SMS to the End customer with a feedback link - where user can share their feedback by selecting any of three options as shown below and as per the responses selected an automated message will be sent to customer.
In SMS and Whatsapp Automation - Merchants can enable followup 1 and if they want to remind customers about submitting their response then another Reminder Followup can be enabled which will be sent after the first follow-up notification is sent (as per days selected).
Note: The notification will be sent only if the customer have not responded to the First Followup.
Based on the responses received from the customers, we calculate the CSAT Score. CSAT or Customer Satisfaction Score represents the overall satisfaction of your customers. Calculation of CSAT: In order to calculate the CSAT, sum all the positive responses divide by Total responses received, multiplied by 100.
Here’s what your CSAT score mean
0- 50 : Needs Improvement
51 - 70 : Fair
71 - 90 : Good
91-100 : Perfect
You can check the analytics in the Analytics Tab , Review and Offer Analytics Section the details provided in this section are
Messages Sent (including Followup 1 & 2 if enabled )
Number of Responses received (includes all reviews for both SMS and Whatsapp) - Count of each of the three Responses
CSAT Score - The customer satisfaction score from 0-100
Revenue Generated - Based on the offers shared in the response to the feedback shared, the sum of the amount of order placed is represented in revenue generated
At bottom, logs of the customers and their corresponding information (as shown above):
Feedback - Response of the customer
Order ID - Order ID corresponds to which the response is shared
Order Value - value of order generated with offers shared
Order Date - Date when the order is placed
With The ConvertWay’s Feedback and Upsell Flow, you not only measure the customer satisfaction but also leverage reviews to Upsell to your existing customers. So, once the order is fulfilled then based on the number of days from Order Fulfillment, SMS and/or Whatsapp notifications are automatically triggered to collect feedback from customers.
Note: Messages are triggered based on number of days from Order Fulfillment
Here's how you can enable this automation
Go to Flows Tab in The Convertway App & select WhatsApp or SMS Feedback and Upsell as shown Below
When Order Feedback & Upsell - Whatsapp is selected, a detailed form as shown below will open. You need to select the number of days after Order Fulfillment when the notification will be triggered and save the settings.
The customer can share the feedback by clicking on the any of the three buttons (Happy, Satisfied, Not happy) and based on the feedback, a response text will be sent to the customers.
Order Feedback & Upsell - SMS when selected, a detailed form as shown below will open. You need to select the number of days after Order Fulfillment when the notification will be triggered and save the settings.
In case of SMS automation - we send a SMS to the End customer with a feedback link - where user can share their feedback by selecting any of three options as shown below and as per the responses selected an automated message will be sent to customer.
In SMS and Whatsapp Automation - Merchants can enable followup 1 and if they want to remind customers about submitting their response then another Reminder Followup can be enabled which will be sent after the first follow-up notification is sent (as per days selected).
Note: The notification will be sent only if the customer have not responded to the First Followup.
Analytics
Based on the responses received from the customers, we calculate the CSAT Score. CSAT or Customer Satisfaction Score represents the overall satisfaction of your customers. Calculation of CSAT: In order to calculate the CSAT, sum all the positive responses divide by Total responses received, multiplied by 100.
Here’s what your CSAT score mean
0- 50 : Needs Improvement
51 - 70 : Fair
71 - 90 : Good
91-100 : Perfect
You can check the analytics in the Analytics Tab , Review and Offer Analytics Section the details provided in this section are
Messages Sent (including Followup 1 & 2 if enabled )
Number of Responses received (includes all reviews for both SMS and Whatsapp) - Count of each of the three Responses
CSAT Score - The customer satisfaction score from 0-100
Revenue Generated - Based on the offers shared in the response to the feedback shared, the sum of the amount of order placed is represented in revenue generated
At bottom, logs of the customers and their corresponding information (as shown above):
Feedback - Response of the customer
Order ID - Order ID corresponds to which the response is shared
Order Value - value of order generated with offers shared
Order Date - Date when the order is placed
Updated on: 12/08/2022
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