Updated by Samantha Samuels
How to Leverage Friendbuy with Kustomer
Leverage Friendbuy with Kustomer to trigger a prompt to refer a friend after a customer has a positive experience with one of your Customer Experience Representatives.
Setting this Up Within Kustomer
Step 1: In your Kustomer account, navigate to Settings
Step 2: Type in Satisfaction in the search bar and click on the word in the dropdown
Step 3: Toggle on 'Satisfaction for Email' and 'Satisfaction for Chat' so you can setup these triggers when a CX rep interacts with a customer via Email or Chat
Configure Your Email Reply Template
Step 1: Navigate to Email Templates on the left-side menu
Step 2: Click Add Template
Step 3: Name your Template and then choose Email Auto Response from the Template Type dropdown. Then, click Create
Step 4: Customize your template
Configure Your Business Rules
Step 1: Type in Business Rules in the search bar and click the word in the dropdown
Step 2: Click Add Rule
Step 3: Name the Business Rule, Example: Friendbuy Prompt Referral
Step 4: Set the trigger for when the referral prompt email is sent to the customer. Under the Conversation Updated dropdown, choose All Updates and then Marked Done from the dropdown.
Step 5:Step 5: Set the following conditions: Conversation ; Satisfaction Rating; Changed From; Was Not Set; Is Greater Than or Equals; 4
Step 6: Select Action Type Send A Message
Step 7: Select Email in the channel dropdown
Step 8: Select Friendbuy Referral Template from the Email template dropdown
Step 9: Choose a 'From' email address to determine who the email will be sent from
Step 10: Configure the message you want to send to the customer after they've provided a positive satisfaction score
Step 11: Once the business rules are configured, toggle the business rule ON. Toggle should transition from grey to blue.
Here's An Example of the Flow In Action
Step 1: Customer receives a message from CX rep
Step 2: Customer responds to the email
Step 3: CX rep marks the conversation as Done in Kustomer
Step 4: A survey email is triggered to gauge the customers' feelings about their experience conversing with the CX rep
Step 5: Customer provides a score of either 4 or 5
Step 6: Another email is triggered from Kustomer that lets the customer know about your referral program
Step 7: Customer clicks click here and is redirected to your referral landing page where they can start sharing.
How come my survey is taking too long to send out?
By default, Kustomer will send out the survey 24 hours after the conversation is marked done. You can change this by going to the individual channel survey settings.
How come I’m only sending out one survey even though I have multiple complete conversations?
By default, Kustomer will send a customer a new survey every 24 hours. You change this by going to general survey settings.