Responding to feedback is a great way to show your existing and potential customers you're listening and care about their experience with your company. It also helps boost your online presence and validate the legitimacy of your business.
Listen360 allows Owners, Admins and Normal users to respond to all your feedback publicly. Whether you want to thank a customer for their positive feedback or dispute feedback from an unhappy customer, once the survey is completed, you can publish a response to your Listen360 Profile.
There are several ways to respond:
- From within the feedback card
- From the Public Profile page
For more details on responding to detractors click here!
Responding within the Feedback Card
To respond to feedback within the application, log in and navigate to Surveys. If you'd like to respond to a specific segment of surveys, filter your inbox to view the desired segment.
From the Inbox view click Reply at the bottom left corner of the survey card. You can write your reply with AI, manual type your reply or edit the AI reply.
With your reply written, click Post on profile in the bottom right corner of the survey card. This will trigger the following:
- Your customer will receive an email notifying them of your reply
- Your reply will be posted to your public profile page
- Your reply will be saved to the survey card for future reference
You can edit your reply by clicking the pencil icon on the right side of the survey card
View your reply on your profile page
- You can delete responses from the profile page as needed
- You can share the review to your social media accounts
Responding from the Profile Page
Navigate to your profile page by either accessing the page directly or going to Profile > View profile within the application.
*Normal users will need to access the profile page directly.
While on the Profile page, click Respond on the feedback you would like to respond to.
Enter your response in the text field then click Save response.
View your reply on your profile page
- You can delete responses from the profile page as needed
- You can share the review to your social media accounts