Are you using Manychat to get more orders and purchases for your business? If so, I hope you are tagging the conversion event or using the Manychat Pixel and Manychat Rules to automatically tag the conversion event.
If you have a conversion event like when someone orders online or when someone uses a coupon in your store, then you have all the data you need to send a timely message to the customer asking for feedback.
And sending a timely message is key for any kind of marketing including asking for feedback or survey.
After the customer purchases, you can set a smart delay and start a new flow after the smart delay. In this new flow, you can create a series of if/then messages that surveys the customer with the questions that you want to ask them.
Since restaurants are some of the most reviewed businesses today, I’m going to use the restaurant industry for my example.
Below is a flow I created for a restaurant that starts to survey the customer about how much they spent and how many people they ordered for.
It is important to ask these questions when working with bots in the restaurant industry because most of the restaurant transactions happen at the restaurant’s point of sale system or their cash register.
Because the sales system can’t be integrated with Manychat, we have to survey the customer to get return on investment numbers.
After the conversion event, you can set a smart delay to survey the customer and ask them about their experience with your conversion event.
If you are a restaurant, you can ask them to rate your restaurant 1-5 stars.
Get Private Feedback
Here’s one of my messages that asks someone to rate their experience at the restaurant from 1 stars to 5 stars. Then I set a different response based on their rating:
Then, depending on the rating that they give, they fall into a specific category where I ask them for private feedback or a public review.
If they give a 1 star to 3 star review, then I ask them for feedback via a message directly in Messenger. That way, I can help mend the situation and accommodate their requests or needs in chat.
If they give a 4 star or 5 star review, then I ask them to leave that feedback as a public review. I actually give them the option to leave the review on Facebook, Google or Yelp. You can choose which platforms you want your customers to leave a review on.
Get Public Reviews
Then, I set a smart delay that asks them if they really did end up leaving a review. If they click on Yes, then I get notified via email and Facebook Messenger. Then I can check if they really left a review. If they did, I can move them on to the next part of my customer experience.
As you can see, about 50% of people that make it to this part of the flow actually end up leaving a review. Pretty good, huh?
Get Notified of New Reviews Instantly
When someone reviews your business, it’s always good to read and respond to them. If you have another flow connected to what type of review they give, you can also move them on. However you should always check what the review says first.
I try to answer reviews as quickly as possible if time allows. But I don’t want to keep checking Manychat to see who actually wrote a review.
I’d rather get Manychat notifications that tell me who left a review and where they left it, so I can read it in one click and respond to it if needed.
So, I set up a notification to notify me the result of this feedback flow. Whether someone leaves a review or not, I get notified so I can follow up with them or move them forward.
After any review response, I set up a notification like this:
Have you used Manychat to get your feedback and reviews?