This article discusses a feature available to Enterprise customers only.
When a customer uses the locator to contact a dealer via our Lead Generation system, you can configure a follow-up email which seeks to gauge the customer's satisfaction with the service they received.
Follow-up emails are only delivered to acknowledged leads, so be sure you have properly set up Lead Acknowledgement.
Lead Follow-up Reviews
To enable lead follow-ups, set Send Lead Follow-up to "Yes" under the Lead Generation tab of the Interface Builder. Be sure to complete the configuration steps entirely before enabling lead follow-up.
The follow-up email is configured with a built-in delay, called Follow-up Delay. measured in minutes. This is the time the system should wait after acknowledgement before delivering the follow-up email. By default this is set to 4 days. Adjust this time delay to extend past a typical initial engagement time period in your business or industry.
The actual email is configured in the Follow-up Email Template. The template is pre-configured to include a link to provide a review and comments. An example template can be found here:
Encouraging the user to leave a star rating and review allows you to configure your dealer locator to sort by location rating. The dealer rating is built from a combination of response time, acknowledgement, review rating and the number of reviews. This creates a cycle of incentive for dealers to respond quickly.
When a review is submitted via the follow-up system above, the system can optionally trigger a notification to the dealer, letting them know that a follow-up review was submitted. It can optionally include controls that allow the dealer to choose the published or unpublished state of the review.
- Enable review notifications by setting Send Review Notifications to Yes under Review Settings.
- Indicate who receives notifications, the account owner, the dealer or both by setting the Deliver Review Notifications setting accordingly.
- Set the "Review Notification Email Body Template" under Review Settings. An example email template can be found here. https://admin.metalocator.com/components/com_locator/assets/templates/email/review_notification.html
- Set the value for the Review Notification Email Subject. This setting, like most settings can be set to a language constant such as LOCATOR_REVIEW_NOTIFICATION_SUBJECT, so long as there is a corresponding translation available in the language file.
An example review notification is shown below: