Both are online reviewing platforms, customers receive a Feefo review request from us 10 days from the date of their order. The results of these invited reviews give us our NPS score, which is a business wide target for 2021 (80 is the target for the year)
Every day someone will be assigned to go through the Feefo and Trustpilot reviews from the previous 24 hours, and post a public reply to any negative reviews, and (time permitting) acknowledge any positive reviews also.
Depending on the situation, the agent might need to look into Freshdesk contact with the customer or reach out to them via Freshdesk if there has been any misunderstanding or missed communication.
Example; Customers saying in their review that we do not reply to emails in good time, but you can see from Freshdesk we have replied and the reply has not been read. It would be best to give the customer a quick ring if possible, let them know you have seen the review which led you to realise they had not received our email. You can also post a reply to the review to let them know we replied to their latest enquiry, and will reach out again on the existing ticket, but to call us if they need to.
You might also come across customers who you can see read our response, but were not happy with it, or did not respond.
Example; Customer contacted about machine/keg fault, and was sent a canned response, but does not feel it answered their question. In this instance it could be that the issue was not clearly explained, or was misunderstood on either side. In this instance you can apologise to the customer, and let them know that if they would like to get back in touch with the team with some more details, we’d be happy to look into the issue further or provide a greater explanation.
There will also be some customers who are unhappy with the service they have received, either from Customer Service, or the business as a whole. It is important to check if we have already spoken to these customers in Freshdesk, to ensure we do not contradict ourselves, and to see if the issue was handled correctly, or if there is more we could have done and take on that learning.
It is possible some customers never got in touch with us, and we would encourage those customers to contact us directly with an issue.
Overall, the aim of our replies is to either help improve the situation if we can, or to acknowledge the feedback. It is NOT to argue with the review, or prove the customer is wrong, or even to resolve any issues the customer might have had on Feefo or Trust Pilot. If there is a resolution to be found we can guide the customer to the correct avenue (eg, Freshdesk), or if there is no further action we can take our aim is to acknowledge their feedback. For instance in some cases where everything has already been done, our reply might just be to say that we are sorry they had that experience/feel that way, and that the feedback will be passed on.
Remember all replies to these reviews are public, and customers can edit reviews to respond if they wish to. This means we must be extremely careful with our responses, and make sure we are always as professional and courteous as we can be.
In certain circumstances, it is okay for us to remove a review, if the customer has not actually received their order for instance. Please always check with a Team leader before doing this. The process is: