The Inbox

This feature allows for immediate responses to customers after the submission of a survey. Direct communication can be maintained between the customer and dashboard to resolve any underlying issues that were experienced during the ordering process.

How to Access?

The Inbox portal can be accessed through two different avenues:

1. Logging into the HungerRush Survey dashboard -> Select the Brand -> Inbox

2. Selecting “Reply” from the Notification Emails 

How to Use?

Access to all submitted surveys & direct communication with customers can be viewed inside the Inbox portal. Additionally, a snapshot of the customer's insights can be viewed once a message has been selected.

General Functionality

Groups & Stores: Filter by designated groups & stores to isolate communication for those selected locations. This filter will dynamically update the stores nested inside of individual groups.

Name, Email, Phone: Locate a specific customer by Name, Phone, or Email. Once located, their more recent submitted survey will display in the left-hand Inbox column and if selected their additions conversations can be found under “Previous Conversations”

All, Positive, Passive, Negative: Filter the entire left-hand Inbox column by the type of survey that was submitted.

Additional Filters: By opening the dropdown menu there are three additional filters available to assist in sorting the inbox

• Unread All messages that have not been opened
• Read All messages that have been opened
• Survey Includes Comments Filter by customers who have included a comment inside of one of the textbox fields inside their survey

Smile Icons: The smile icons represent what type of survey was submitted by the customer.

• Positive 5 Stars Ratings for all questions
• Passive 4+ Star Ratings for any questions
• Negative 3 or Less Star Ratings for any question

Comment Icon: The comment icon represents when a conversation has been initiated with the customer. This will only display when an Admin inside the survey platform actively reaches out to the customer.

Responding to Customers

By selecting the custom from the left-hand Inbox column the message will highlight in a blue tint. Additionally, the customer details will display in the right-hand column. By using the center ‘textbox' fields, admins will have the ability to initiate conversations with the selected customer.

Customer information & survey responses are provided inside the message thread to further understand the customer. Once a message has been sent the customer will receive an email detailing the initial message. 

Manually Responding to Customers

By using the textbox field at the bottom of page a response can be formulated and sent to the end user (customers). Reponses should consider the concerned detailed in the survey and speak to the customer’s needs. Review the items orders, question star ratings, and individual comments to further expand the responses. Images and emojis can all be applied.

 

AI Responding to Customers 

By using the "AI Reply” button at the bottom of page to automatically generate a response based on the customers survey responses. The AI system will review all survey questions, the associated star ratings, and any additional comments before generating a response.

 

Upon selecting “AI Reply” a window will be presented with the generated response. This response can be edited manually by clicking into the textbox field and updating the language, or the system can rewrite the response using the associated buttons:

More Casual: Adjusts the response to a more friendly-casual tone

More Formal: Adjusts the responses to a more formal-professional tone

Rephase: Rewords the original response

Shorten: Reduced the response’s characters by 20% each time selected

Expand: Added 20% in character length to the response each time selected

Match My Brand: Our AI systems analyze your brand's social links & main website to establish a “brand tone”, then we apply this tone to the generated response. This feature is great for brands looking to maintain a universal voice when communicating with consumers (example below)

When the response is in a place that is consistent with your brand it can be sent directly from the AI Reply window by using the Send It button. This will directly send the response to the customer in the form of an email.

 

 

Once a message has been sent the customer will receive an email detailing the initial message.

 

Customers can respond to the message by replying directly to the email. Once they do so the message will be marked as unread. Once the message is opened it will display inside the thread.

Details Right-Hand Panel

Upon selecting a message from the left-hand panel Admins will have visibility into the customer messages and their profile details.

Customer Info: General details about the customer: Name, Email & Phone

Customer Insight:

• Surveys Sent How many surveys the customer has been sent
• Surveys Completed How many surveys the customer have completed
• Response Rate Percentage of surveys completed to sent
• Average Transaction Rating Average response rating for ‘transaction’ questions (all questions minus sentiment question)
• Average Sentiment Rating Average response rate for ‘sentiment’ question (how likely are you to recommend to friends or family)

Previous Conversations: This feature allows you to view past conversations with a specific customer. All submitted surveys will be displayed here, along with their corresponding smile icons. If a conversation has been initiated, a message icon will also be shown.

• By selecting a previous conversation the ‘Survey’ field of the left-hand column will update to display the survey that was submitted for that conversation.

Internal Note: Dashboard admins have the ability to add internal notes about the customer. This allows future admins to better understand each scenario and assist the customer with the provided information.