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.