topic Re: How does one reply to a customer feedback when customer has not included their email in Customer Feedback Tool

How does one reply to a customer feedback when customer has not included their email

CTomlinson5 — Wed, 19 Jul 2023 14:32:17 GMT

We are sending out a Hubspot message to clients to rate our service once we have closed off a service request from the client.

Clients often reply and do not include their email - feedback logged as "Unknown Contact" . Viewing the response of the customer will show you the customer response but no email details.

We would like to reply to certain clients, however the following is preventing this from occurring.

a) There is no option to reply to the client when opening the clients feedback
b) "Unknown contact" indicates that client has not provided their contact details.

Is it possible to contact the client to provide feedback based on the above 2 limitations.

Thanks

Re: How does one reply to a customer feedback when customer has not included their email

BérangèreL — Thu, 20 Jul 2023 08:21:27 GMT

Hi @CTomlinson5,

Thank you for reaching out to the Community!

To start with, I'd like to know which type of survey you are using please? Is it a custom survey, a customer support survey, a customer satisfaction survey or a customer loyalty survey?

I also wanted to invite a couple of subject matter experts to this conversation @danmoyle, @Franci and @Josh do you have any suggestions to help @CTomlinson5 on these 2 points please?

Thanks and have a beautiful day!
Bérangère

Re: How does one reply to a customer feedback when customer has not included their email

CTomlinson5 — Thu, 20 Jul 2023 10:26:13 GMT

Hi Bérangère,

We used a custom survey.

Thanks

Re: How does one reply to a customer feedback when customer has not included their email

danmoyle — Thu, 20 Jul 2023 12:44:27 GMT

Hi @CTomlinson5. Welcome to the Community! Like @BérangèreL (thanks for the tag!) I'm looking some detail if you could. When we create and conduct customer support surveys in HubSpot, which is what it sounds like you'd do when closing a support ticket, it emails the contact. To me, this means if they fill out the survey you'll see that since you're tracking them. If it's unknown, is it possible they've forwwarded it to someone else? Or is your HubSpot tracking code not installed?

I know when we've sent out the surveys we see the results all tied to contacts. Hopefully something here helped, or if you can share details, someone can help troubleshoot. Because you should be seeing the responses by contact.