What's In This Article
- Introduction
- Thank You Email
- Thank You Text
- Negative Feedback
- Conversation Center
- How to Adjust the Frequency of Thank you Messages
- Editing Thank You Messages [Beta Feature]:
- Turning On / Off Thank You Messages
- Poor Reviews
Introduction
Thank You Messages are a two-fold tool that we have created to increase customer engagement and aid in the retention of customers.
These messages are sent at the end of every visit to clients after they pick up their vehicles. It will thank them for their visit and prompt them to leave a google review if they enjoyed their service.
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Thank You Email
Thank You Emails are sent to customers who have opted in for email communication, at the end of their vehicle's visit.
From the Share Your Feedback button it will redirect to a google review if they have a google email, or a previously designated review method.
Thank You Text
Thank You texts are sent to customers who have opted in for text communication, at the end of their vehicle's visit.
From the clicked URL, it will redirect to a google review if they have a google email or a previously designated review method:
Negative Feedback
When customers have some unresolved issues and receive the Thank You email, they get the option of voicing their opinion without leaving a publicly available review by pressing the “We’ll Make It Right” button.
If the button is pressed, the customer can select one of three options:
- Call the Shop Immediately
- Have the shop call them soon (If there is more than one phone number on file, the customer can select the preferred number)
- Leave a description of the issue and get the shop to respond
If the customer selected option 2 or 3, the shop receives an email at the implementer’s/shop owner’s email address to reach out to the customer via email or phone.
Conversation Center
In the Conversation Center, (Here is an article going into detail about the Conversation Center Customer Communication on TVP.X)
The examples below are for google review if the customer has a google email, or it will be a previously designated review method.
there are icons that indicate whether a review was opened but the link was not clicked on, opened or the link was clicked on. Although, this does not mean a review was left:
The check means the "leave a review" was clicked
The X means the "leave a review" was not clicked
How to Adjust the Frequency of Thank you Messages
1). To begin please navigate to the TVPx shop settings page
2). Click on Communication
3). Select Post Visit
4). Select Thank You
This tab will have all the adjustment settings for Thank You Messages
Make sure to hit submit changes below to save the changes made:
Editing Thank You Messages:
*If you do not see these options and would like to be able to edit thank you messages, please submit a support ticket or reach out to your advisor to enable these features.
1). To begin please navigate to the TVPx shop settings page
2). Click on Communication
3). Select Post Visit
4). Select Thank You
Scroll down to be able to edit the text sent out in thank you messages
Turning On / Off Thank You Messages
Thank You Messages can only be turned on or off by your Advisor or by tech support. Feel free to submit a ticket to request that these be turned on for you.
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Poor Reviews
Unfortunately, bad reviews happen and as much as it is out of your control, we cannot do anything from stopping them either.
Google reviews are published immediately per Google's review policy that we have no control over, unfortunately. We just point the client to the Google review. The product is designed to make it as seamless as possible to leave reviews and google reviews are recommended.
We don't allow you to select who receives thank yous but you can toggle off a customer's communication settings before closing out the vehicle if you really don't want them receiving a certain type of communication but that new communication setting will apply going forward.
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