Survey feature: custom response templates
To make it easier and faster to respond to customer complaints, we can add a suite of response templates. Our platform can adapt the suggested review templates based on the score of the survey or by topic, saving managers even more time. We will work with you to create custom templates for you, with your own specific tone of voice.
What are the benefits?
Quicker customer recovery
Response templates can support you in responding to dissatisfied guests more promptly.
Save time
We know you are busy, so why not use response templates to make responding to your complaints even easier. Bespoke templates created based on each complain topic. You can also add in either an introduction or a signature.
Brand consistency
Stay on brand with custom templates, which allow you to respond to your customers with your own specific tone of voice.
Getting started
To get started you'll need provide us with the following:
- Full info for each custom template you would like us to create.
Use the template below - you will need to update all of the highlighted textTEMPLATE CONTENT"Name": "Food Quality complaint",- Give each template a name that makes it easy for the user to identify what it's for"ClientId": 000000,"IsGenericTemplate": false,"ApplicableScoreMin": 1,- The minimum rating that this template should appear for"ApplicableScoreMax": 100,- The maximum rating that this template should appear for"Template": "Hello [ReviewAuthor], we're sorry to hear you were disappointed your meal at your recent visit to [BrandName] [BranchName]. We always want the highest standards for our guests and for you to have an enjoyable meal, we have passed this feedback along to our kitchen team to ensure that all dishes leaving the kitchen are a high quality but also for our front of house team to ensure they check back to allow the opportunity to raise anything which isn't quite right. We appreciate you taking the time to share your experience with us & we do hope this hasn't discouraged your from returning. We'd love to welcome you back for a meal on us in the near future.","UseWithEmptyComments": false,"UseWithPopulatedComments": true,"TemplateType": "Full"- Options are "Full", "Intro", "Signature". Use intro and signature if you wish to give users some interchangeable options for starting and ending their response. Otherwise, just use fullPLACEHOLDERS - you can add these anywhere in the template text (the ones above are just examples).[ReviewAuthor] - this will be as displayed in The Hub (the person who gave the feedback)[ReviewScore] - this will be the overall survey score[BranchName][ClientName][BrandName]
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