The fifth in our series of blog posts about making more of your customer feedback explains how you can use ServiceTick & Zapier to receive an instant SMS notification when a customer receives a particularly poor experience. We can determine this by tracking when a customer scores poorly on scale questions and when they mention certain keywords when leaving verbatim comments.

What is Zapier?

Zapier is an online automation tool that connects your favourite apps, such as Gmail, Salesforce, MailChimp, and more. It allows us to connect two or more apps to automate repetitive tasks without coding or relying on developers to build the integration. Think of Zapier as the glue that allows ServiceTick to connect with more than 750 web apps.

As per previous blog posts, we have been using Zapier to connect to third-party apps, but Zapier also provides their own modules that ServiceTick can connect to. One of those modules is SMS focused and is what we are using to trigger SMS notifications.

How does it work

Once the integration is configured a customer fills in a ServiceTick survey and leaves feedback. Relevant details within the survey response is passed into Zapier’s SMS module where it is automatically checked against criteria to determine if an SMS notification needs to be delivered.

If the criteria are met a custom SMS message is sent to designated individuals immediately highlighting that a customer has made a complaint. Action can then be taken to re-engage and recover this customer.

The criteria and other configurable options include:

• The answers that will trigger the notification. It can be a combination of multiple question answers (e.g. triggers if a customer scores poorly to all questions and also uses certain keywords in their verbatim comment).
• A set list of mobile phone numbers that need to receive the SMS.
• The content of the SMS message. This is customisable and can include any information collected in the survey.

What’s the benefit?

Low scores and keywords in surveys can be used to trigger Email alerts directed to specified individuals in your company. By responding to these with a customer recovery initiative you can reduce complaints, create advocates and win-back business.

Complimenting traditional Email alerts with SMS notifications allows you to:

• Receive alerts when you do not have access to Email - for example, when you are travelling, are in a meeting or if your internet access goes offline.
• Prioritise your alerts - SMS notifications can be triggered when a customer has indicated their experience was exceptionally poor. These can go to senior individuals that do not receive “normal” Email alerts. The nature of the notification also means there is no risk of it getting “lost in the noise” if you have a busy inbox.

If you want to find out more about this integration options (or about any one of the 750 ways we can help you make more of ServiceTick) please call your usual ServiceTick contact or me on 01603 618326. I look forward to hearing from you.

Paul
Paul Middlege