How to collect feedback?

Created by Samesh Wijeweera, Modified on Sun, 24 Mar at 4:21 AM by Samesh Wijeweera

Welcome to Spokk! - Effortlessly connect with your customers to hear their feedback and boost public reviews for your business.

This article will walk you through the process of creating your feedback link on Spokk - until you're ready to send it to your customers to share their valuable feedback with you.

1. Create a Feedback Link

Upon logging in, click on 'Create Link' on your side navigation bar. You will then promptly be directed to the page where you can create your personalised feedback link. Enter your details to get started.

As you fill in your details, experience real-time visualisation of your interactive feedback request link, displayed onto your right, giving you an immediate glimpse of how it will appear to your customers.

2. Creating Your Feedback Questionnaire

You can customise your questionnaire to reflect the attributes you value most and wish to receive feedback on from your customers.

Try to keep the attributes relevant and focused on the value you deliver for your customers.
Click 'Add Attribute' to add additional attributes. You can add up to a total of 5 attributes.

3. Get Feedback on 'Individual Staff Members'

Add all the people who interact with your customers to know how well they delivered. Tailor your feedback link to staff members before sharing the link with your customers.

You can add up to any number of people. When you share your feedback link, you can select the staff who served your customers, individually.

If you wish to receive written feedback on how you can do better, you can offer your customers the space to write on how their experience can be elevated.

4. Send Automatic or Customized Coupons as Thank You

Enhance your customer's experience by offering an automatic or a personalised coupon for feedback submission. For both options of coupons to work, your customer has to provide their email to you, as it is sent to them as a reply to their email.

If you choose;

Automated Coupon - You can configure one coupon message and it will be shared with all the feedback responders instantly upon their feedback submission.
Customized Coupon - With this, you have the option of personalising each coupon for each of your customer as a 'reply' to your responder. This has to be done manually to add a personal touch to your customer.

Not only will you keep them delighted and engaged, but you will also entice them to return to you for more memorable visits.

5. Get Your Customer to Post their Review Publicly

Hooray! Here's the last step.

This is the section where you add your preferred 'external link' - which means adding the URL of your preferred public platform, where you would like to have customer feedback posted.

A - Add a small description to help AI understand who you are and what you offer to your customers. This will make the AI generated reviews more relevant and accurate. Be sure to mention the services you offer through this particular feedback link.

B - You have the option to choose which reviews will be made public. For instance, you activate public reviews for feedback rated 4+ or higher by selecting it here. This way, you avoid your 1 - 3 star rated reviews going public. However "Review Gating" is not a recommended practice on Google reviews.

C - The 'External Button' allows you to choose the public platform where you'd like your customers to post their reviews, such as to your Google Reviews, Facebook page and more.

Tadaa! You are now ready to create your feedback link.

Once you have, all you have to do is;

Select the person your customer engaged with (optional) and,
Copy and share it with your customer to get their valuable feedback.

Getting private feedback with Spokk will help you;

gauge your customers' satisfaction,
address concerns (if any) - learn more
engage with them for improvement - learn more
retain their loyalty and
encourage word-of-mouth recommendations!

More reviews, More Sales!

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