The general flow is shown in the diagram below.
A customer is asked to provide the following information:
A rating from 1 (lowest) to 10 (highest) to indicate how the company is performing*
A comment (free text input)
Add a photo
Customer name, email, and phone number*
Company / location (Available by request)
Fields marked * are mandatory and required by the ZippyAssist system.
When a customer uses SMS TXT to access ZippyAssist we store the number with their request to save them re-entering. As this is independently verified information (we extract the number details from the incoming SMS message) we limit the ability of the customer to change the phone number. This is useful to deter malicious submissions (where people often provide fictional personal information to avoid detection).
Getting feedback from customers using Automations
You can send invitations to customers using ZippyAssists automation settings, and requesting them to leave feedback.
For more information see Feedback Automation.