Get one more change to course correct and set the right impression
Customer Service Check Route to support for escalating issues ResellerRatings TeamSometimes, you want to reinforce to customers that help is on the way. Before a negative experience gets syndicated outwards, there may be an opportunity to assist a customer and resolve their issue beforehand.
Turning on Customer Service Check allows you to do this.
You can redirect a customer to a service line that is specialized in helping
Add a JS handler to open up your chat software to remind them someone is there to help with an order
Place a custom message which directs the customer better
Customer Service Check - Watch Video
Where to find it
Go to Collection > Settings
How it works
When a customer gives you a 1-2 star rating on the checkout survey - there is still an opportunity to fix an issue before an order goes out. This checks to see if a negative experience has occurred and allows you to post a message and more importantly - route the customer to an escalated helpline.
A customer can always still choose to leave a review
You can't block a customer from leaving a negative experience
Adding more advanced Workflows
In some cases, you may want to lead a customer to open a chat bot on your site or another workflow. You can place a JS handler here depending on what your platform uses to automatically open it up.
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