Customer Feedback (Facebook)

Flexito OmniAI's Customer Feedback module is a powerful tool for businesses looking to enhance customer satisfaction. By gathering real-time feedback, you can quickly identify and address any issues, ensuring a better experience for your users. This guide will walk you through creating and managing feedback topics, allowing you to collect valuable insights effortlessly.

Flexito OmniAI's native module is an excellent tool within the chatbot for collecting feedback. It not only helps you gather user feedback but also alerts you when a user is dissatisfied with your product or service. This enables you to proactively reach out and resolve any issues.

Note: This feature is exclusively available on the Messenger channel.

Creating and Managing Customer Feedback Topics

To create a new customer feedback topic, navigate to Contents and select the Customer Feedback Topics tab.

Here, you'll find an overview of all your existing topics, allowing you to manage them or create a new one.

To create a new topic, click the + New Feedback Topic button located at the top right.

A pop-up window will appear, allowing you to configure the new topic.

You can fully customise the feedback topic to suit your needs. Let's explore the available options.

Option 1 lets you name the topic as it will appear in the overview. Below that, you can set the Question title, which will be displayed as the question. A default question is provided, but you can modify it if desired.

You can also choose the type of feedback. The options include:

• Customer satisfaction score

• Net promoter score

• Customer effort score

• Free input form

Next, select your score label from the following options:

Then, choose from the available score options:

• One to five (numbers)

• Five stars

• Five emojis

You can enable or disable the free form input option. When enabled, users can provide additional feedback beyond the rating.

Below that, you must link to your privacy policy, which is mandatory. Finally, set the feedback expiration period, which can range from 1 to 7 days.

After configuring, click save. You'll return to the main overview, where you can manage the customer feedback topic you just created.

On the right, you'll see two icons. The first provides advanced analytics for the selected topic, and the pencil icon allows you to edit it.

Below is an example of the analytics you can expect:

How to Send a Customer Feedback Topic

Sending a customer feedback topic is simple using the flow builder. Open any flow you want to set up. Create a send message block and select Customer Feedback.

You can then add a title and subtitle, and click the button labelled rate experience.

Next, give the button a title, choose the topic you want to use, and save the responses to a user field. After saving, you can send this customer feedback to any user entering the flow and this block.