Survey Settings - Customer Service Check

Get one more change to course correct and set the right impression

Customer Service Check Route to support for escalating issues ResellerRatings Team

Sometimes, 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.

  1. You can redirect a customer to a service line that is specialized in helping

  2. Add a JS handler to open up your chat software to remind them someone is there to help with an order

  3. 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.

  1. A customer can always still choose to leave a review

  2. 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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