Customer file

With the customer file, "closing the loop" with each client becomes a breeze. Easily manage your customer relationship with a powerful tool and turn every interaction into an opportunity.

Overview

For unified and operational customer relationship management, customer files allow you to interact easily with all your respondents, whether they come from your satisfaction surveys, online review platforms, or your social media channels.

Each customer file compiles all the data associated with a contact’s feedback:

• Additional data (metadata)
• Detailed answers
• Comments
• Alerts triggered by the feedback
• Semantic analysis of comments (if enabled on the account)
• Customer relationship management tool, including the response module and interaction history

Use cases

A customer file can be useful in the following cases:

• Detailed analysis of a specific answer
• Managing customer relationship with a respondent
• Handling a customer alert
• Responding to customer feedback by email or through online review platforms (closed loop)
• Responding to customer dissatisfaction via email or through online review platforms
• Logging a phone call with the customer
• Adding an internal note related to customer feedback
• Consulting the interaction history with a customer
• Verifying whether feedback data has been collected (from a test or not)

Access a customer file

From the "All interactions" tab accessible via the platform’s left sidebar menu, you can open a customer file by clicking the "Reply" button next to their feedback.

The customer file will automatically open in a new page, allowing you to view information or interact with the respondent.

💭 Each customer file has a unique URL, which is useful for easily sharing with a colleague, deleting the associated feedback from the database, or sending it to SatisFactory Support in case of an issue.

Understand the elements of the customer file

To fully understand a customer file, you need to know its different sections. We present them here:

Using the customer response management tool

When your respondents provide feedback, positive or negative, the customer response management module helps you handle it efficiently.

In this dedicated space, you can reply directly to respondents, log actions with internal notes, record phone calls, and collaborate with your teams to ensure personalized follow-up for each situation.

This approach, inspired by the closed loop, promotes proactive customer relationship management and helps increase satisfaction, regardless of the respondent profile (customer, patient, subscriber, member, employee, or prospect).

💭 For each action requiring message writing, you can expand the window by holding the resize handle.

Add an internal note

In the customer relationship management tool, you have the option to manually enter an internal note, visible only to platform users.

Internal notes can serve several purposes:

• Record contextual information related to the customer feedback (attitude, experience details, comments, etc.)
• Share analysis or follow-up elements among colleagues (decisions or actions to be taken)
• Ensure traceability of internal actions (CRM updates, exchanges with a colleague, etc.)
• Document interactions conducted outside the platform
• Prepare the spitch before contacting the customer again
• Assign the collaborator responsible for the customer response

After writing the internal note, select the alert status (in progress or processed) and click the "Send" button to add it to the customer interaction history.

Each saved internal note is automatically accompanied by the name of its author and the time it was added.

Log a phone call

In the customer relationship management tool, you have the option to manually log a phone call, visible only to platform users.

💭 A valid phone number is required in the system metadata "tel" to enable call logging.

Call logs can serve several purposes:

• Document the content of a phone conversation with the customer (reason for the call, context, collected verbatim, tone of conversation, etc.)
• Track commitments made during the call (actions to take, deadlines, planned follow-up, etc.)
• Share analysis or follow-up elements among colleagues
• Confirm or complete data collected in the customer’s feedback (verify contact information, clarify answers, etc.)
• Leverage insights to improve customer service quality by identifying improvements or best practices to share internally
• Contribute to interdepartmental coordination by indicating departments involved or to be mobilized for handling customer feedback
• Ensure traceability of interactions and maintain a complete history of exchanges with the respondent

After logging a phone call, select the alert status (in progress or processed) and click the "Send" button to add it to the customer interaction history.

Each logged call is automatically accompanied by the name of its author and the time it was added.

Send an Email

In the customer relationship management tool, you have the option to send a personalized email to the respondent, which they will receive in their inbox at the provided address.

💭 A valid email address is required in the system metadata "email" to enable email sending. This option is not available for feedbacks from online reviews platforms or social media networks.

Email sending can serve several purposes:

• Acknowledge receipt of the feedback and thank the customer for the time spent on the survey
• Address customer dissatisfaction in a dedicated space with the appropriate context
• Provide a personalized answer to specific customer feedback (remark, complaint, suggestion, compliment, etc.)
• Provide additional information or clarify details related to the experience mentioned in the survey
• Inform the respondent about actions taken following their feedback (fixing a malfunction, escalation, ongoing improvement, scheduled follow-up, etc.)
• Offer a complementary exchange (phone call, satisfaction interview, or direct contact with a dedicated representative)
• Engage the customer following their feedback (ambassador program, testimonial, promotional code, etc.)
• Strengthen the customer relationship by highlighting active listening and the organization’s responsiveness
• Ensure contact traceability by keeping a written record of exchanges following the feedback

When drafting your email, rely on the assistance features offered by SatisFactory:

• The Response library, which allows you to create and use customizable templates to save time and maintain consistency
• Response suggestion, which automatically generates a first personalized draft based on the feedback context, using artificial intelligence
• Response rephrasing, which helps you correct any errors or adjust the tone of your message, also using artificial intelligence

After finalizing your email, click the "Send" button to automatically send the message to the customer and add its content to the customer interaction history.

Each sent email is automatically accompanied by the author’s name and the time it was sent.

Reply to a review

In the customer relationship management tool, you have the option to reply to an online review, which the customer will see automatically when notified.

💭 This option is available only for feedbacks from online reviews platforms or social media networks.

Replies to reviews can serve several purposes:

• Acknowledge receipt of the review and thank the customer for their message
• Address customer dissatisfaction in a dedicated space with the appropriate context
• Provide a personalized answer to specific customer feedback (remark, complaint, suggestion, compliment, etc.)
• Provide additional information or clarify details related to the experience mentioned in the review
• Inform the respondent about actions taken following their review (fixing a malfunction, escalation, ongoing improvement, scheduled follow-up, etc.)
• Offer a complementary exchange (phone call, satisfaction interview, or direct contact with a dedicated representative)
• Engage the customer following their review (ambassador program, testimonial, promotional code, etc.)
• Strengthen the customer relationship by highlighting active listening and the organization’s responsiveness
• Ensure contact traceability by keeping a written record of exchanges following the review

When drafting your response to a review, rely on the assistance features offered by SatisFactory:

• The Response library, which allows you to create and use customizable templates to save time and maintain consistency
• Response suggestion, which automatically generates a first personalized draft based on the feedback context, using artificial intelligence
• Response rephrasing, which helps you correct any errors or adjust the tone of your message, also using artificial intelligence

After finalizing your response to the customer review, click the "Send" button to automatically deliver the message to the customer on the online review platform or social network and add its content to the customer interaction history.

Each sent response is automatically accompanied by the time it was published. The author will be the name of the establishment or organization within the review platform or social network.

For further assistance or to report a specific issue, please contact our Support team.