At the end of every meeting in Vectera, there's the possibility to rate the meeting and give feedback. But is everyone able to give feedback? Are you able to see all the feedback left by your customers? And is customization of the feedback text possible? Read all about it in this help article.
When does the pop-up appear?
There are 2 ways to make the feedback modal appear:
1. At the end of the meeting, when you and/or the customer leave the meeting room. In this case, the meeting must have at least 2 participants, 1 active stream (=camera or microphone), and last 5 minutes or longer.
2. Hosts can click on their profile image/initials and click on ‘Give feedback’.
Who will see the pop-up?
1. Feedback at the end of the meeting:
In this case, it depends on your subscription and whether you have a customized text or not (see below).
Free or Pro plan:
Both the customer and the host will see the feedback modal with the default text.
Business or Enterprise plan:
No custom text: Only the host will see the feedback pop-up.
Custom text: Both the host and the customer will see the feedback pop-up.
2. Click on Give feedback
Only meeting hosts have the possibility to give feedback by clicking on ‘Give feedback’.
Feedback pop-up with redirect
In the team settings, it's possible to set up a redirect when the meeting ends. You can either choose to redirect with a 5-second delay or to do an immediate redirect.
Whether the feedback pop-up shows depends on which type of redirect you've chosen:
Immediate redirect: the feedback pop-up will not show and the customer will be redirected to the website immediately.
5-second delay: the feedback pop-up will show. Customers have 5 seconds to select a number of stars to stop the countdown or are able to skip the feedback pop-up.
Customize the feedback pop-up
Vectera users on the Enterprise plan have the possibility to request feedback with custom text. The pop-up text can be customized in the preferred language.
Contact email@example.com to request custom feedback text.
List customer feedback
There are 2 ways to get insights on customer feedback: The Insights page in the dashboard or via the Hello Customer integration.
Insights: Team admins are able to get insights about conversations with embeddable reports. Contact firstname.lastname@example.org for more information.
Hello Customer integration: Integrate Vectera with Hello Customer and get an overview of the feedbacks in your Hello Customer account.
In both cases the Business (min. 5 hosts) or Enterprise plan is required!
Vectera is looking forward to your feedback so we can offer you the best scheduling and customer meeting experience. Set up your next customer meeting right away by logging into your account or sign-up for a free, fully-featured trial of Vectera!