How to Respond and Resolve Feedback

TABLE OF CONTENTS

• Reviews
• Survey and Forms
• Messages
• Handling Negative Feedback
• Resolving Feedback

Effortlessly respond to feedback by typing in your response at the bottom of each feedback.

 There are multiple ways to respond to feedback using different response features. These features also vary depending on the feedback type and the platform used. Let’s dig deep into each type.

Reviews

Reviews come from different sources such as: Facebook, Google, Delivery Platforms, etc. 

• Response Visibility: Toggling the Response Visibility to Public will set the visibility of the feedback response to be viewed by everyone. Setting it to Private will hide the response and would not be visible to the public. This is only applicable to Opentable reviews.
  
  
  
• Translate Response Text: On the left of the book icon feature is the Translate Response Text feature powered by Google Translate. For customers who are non-native English speakers, you can write a response in English and translate it to the language they are most familiar with or vice versa.

• Response Library: The book icon, which is the Response Library, allows you to choose from a collection of predefined responses from Auto-Response Automation.
  
  Learn more about auto-response automation here: Automation : Momos Support Center
  
  

• MomosAI Suggested Responses: In just a click of a button, MomosAI Suggested Responses will provide contextualized responses that are generated by artificial intelligence (AI) algorithms based on the context and content of the feedback. It will study how you respond and incorporate it into future suggested responses.

This will enable a faster and more efficient way to respond to feedback and will closely resemble human interaction responses compared to predefined auto-responses. MomosAI can also translate reviews in all languages making it easily accessible for diverse customers.

Survey and Forms

• File Attachment: Similar to internal comments, you can also send file attachments to a customer feedback by clicking on the paper clip icon. An example would be a customer asking for a food menu, which necessarily means you need to send an image for a more visual response.
  
  

• Share Offer: If you have active offers that you want to send to customers, you can do so by pressing the ticket icon or the Share Offer icon beside File Attachment.

• Translate Response Text

• Response Library: The book icon, which is the Response Library, allows you to choose from a collection of predefined responses from Auto-Response Automation.
  
  

• MomosAI Suggested Responses: In just a click of a button, MomosAI Suggested Responses will provide contextualized responses that are generated by artificial intelligence (AI) algorithms based on the context and content of the feedback. It will study how you respond and incorporate it into future suggested responses.

Messages

• Momos Chatbot: An adaptable tool that lets businesses customize their automated responses integrated with Meta messaging apps, offering a streamlined and personalized interaction with customers.

           Learn more about Momos Chatbot here:

• File Attachment

• Share Offer

Handling Negative Feedback

Negative feedback is very common, even the most successful businesses receive negative feedback. Here is the whole process of Handling Negative Feedback:

• Sharing Winback Form
   In the Momos platform, if you receive negative feedback (a star rating of 3 star or below), a Winback Banner will pop-up showing you the steps on how to win your customer back. Click "Share Form" to share your Winback form to the customer.
  
  
  
  

• The Customer Receives Form via Email
  
  
  
  

• Customer Answers and Submits Form
  
  
  
  

• Issue Voucher to Customer
  Once the customer submit their details, you can issue the voucher by clicking "Issue Voucher". Winback Status will change.
  
  

  
  
  

• Customer Redeems Offer
  
  

  Learn more about Momos Offers here: Offers : Momos Support Center
  
  

  
  
  

• Customer Wonback
  
  

  

Note: 

• Resolved Feedback Progression Filter only shows one type of feedback when clicked. (eg. Reviews only or Surveys only)
  
  
• Basic Filters allow you to select multiple filters. (eg. Reviews and Forms together or Surveys with 1-3 Star Rating)

Resolving Feedback

Feedback that has been responded to or has been resolved can be moved to the Resolved section of the inbox. Here are different methods to mark the feedback as resolved.

• Respond as Resolved

  There are four ways to mark the feedback as resolved. The first step is to Respond as Resolved and will automatically mark it as resolved.
  
  

  
  
  

  Note: For Respond as Resolved, you can also set it to Respond as Unresolved by pressing the dropdown on the button itself. When a merchant/customer replies to a resolved feedback of any type it will still stay as resolved as well.
  
  
  

• Mark as Resolved
  
  

  
  
  

  Another option is to mark the feedback as resolved by using the Check Button or Mark as Resolved button on the top right of the feedback.
  
  
  

• Select Multiple
  
  

  
  
  

  If there are multiple reviews that you want to mark as resolved, you can select the reviews by clicking on the tick box at the top left of the feedback to Select Multiple and press the mark as resolved button beside the tick box at the top left.
  
  

• Auto Response & Auto-Resolve Rule
  
  

  

  
  Using Auto Response & Auto-Resolve Rule automation allows you to automatically send responses and resolve feedback based on the rule configuration you set.
  
  Learn more about Automation here: Automation : Momos Support Center
  
  

 Note: When a customer edits/updates a review, it will show a little button on top of the feedback bar that says "Review has been edited" but the feedback will still be marked as resolved.