Creating Send Customer Feedback Template to customer via Facebook Messenger

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With this action, you send a standard Facebook survey (NPS, CSAT, or CES) to a user in Facebook Messenger, and the response is returned to the task as a comment. You can send the form:

Capabilities

  • Automatically send a survey after closing support tasks.
  • Automatically send a survey when the status changes to “Completed” in service tasks.
  • Send surveys only to VIP customers.
  • Gain a complete view of service quality and customer experience.
  • Identify problem stages in the customer journey.
  • Use up-to-date data to analyze employee performance and improve business processes.

Facebook survey types

  • NPS (Net Promoter Score) – the classic question: “How likely are you to recommend us?” Usually uses a 0–10 scale. Suitable for periodic loyalty surveys and for product or service owners.
  • CSAT (Customer Satisfaction) – measures satisfaction with a specific request or service. Usually uses a 1–5 scale. Suitable for “task closed – ask how it went” scenarios.
  • CES (Customer Effort Score) – measures how much effort the customer had to spend. Typical question: “How easy was it to resolve your issue?” Use this to track how easy it is for customers to interact with your support or processes.

The survey type determines:

  • Which question does the customer see?
  • Which scale appears in Messenger?
  • Which scale labels are automatically inserted?

Setup

  • Connect the integration to the required Facebook account.
  • In the integration settings, specify an existing Object or create a new one for the survey.

After that, the action “Send Customer Feedback Template to client via Facebook Messenger” becomes available in scripts and buttons for this Object.

  • Fill in the action fields:
    • Recipient: the contact who will receive the message in Messenger.
    • Survey title: the title the customer will see.
    • Survey subtitle: clarification of what exactly should be rated.
    • Button text: the label of the button in Messenger, for example, “Start”.
    • Privacy policy URL: link to your privacy policy page.
    • Expiration period (days): how many days the survey remains active.
    • Comment author: whose name will appear as the author of the survey result in the task.
    • Survey type: select NPS, CSAT, or CES
    • Question text
    • Additional comment (optional)
  • Save the script or button.

How it works

  • The customer receives a message in Facebook Messenger with your title and button.
  • They open the survey, select a score, and optionally add a text comment.
  • Planfix receives the response and adds it to the task as a comment.
  • The comment with the result is added to the task on behalf of the user specified in the Comment author field in the action settings.

Important

  • Surveys are sent only as private messages to customers on Facebook.
  • A privacy policy link is required to comply with Facebook rules and data protection laws.


Go To

Retrieved from "http://planfix.com/help/index.php?title=Creating_Send_Customer_Feedback_Template_to_customer_via_Facebook_Messenger&oldid=27278"