AIM/Genius | Conversations Should Be Included with ALL triggered Genius FollowUps
under review
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Nick Degnan
Genius FollowUps will sometimes be triggered without pushing the conversation it had with the customer. This seems to specifically happen more with negative or dissatisfied feedback. It's to the dealerships advantage to go into these conversations with knowledge of what may have gone wrong. Right now we are forced to go in blindly or ask our pod to search for the communication in the back end. If it was significant enough to trigger a follow up, it should be considered significant enough to push the conversation.
Drew Adler
under review
Hey Nick - thank you for the feedback! We have made some adjustments to this flow over the course of the last month or so. Have you seen this improve?
Shelby Parker
Hey Nick Degnan, thanks for your feedback! I have a few more questions for you:
- Can you provide specific examples of when the Genius FollowUps were triggered without pushing the conversation?
- What kind of information from the conversation do you find most useful when dealing with negative or dissatisfied feedback?
- How often do you encounter this issue where the conversation is not pushed with the Genius FollowUps?
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Nick Degnan
Shelby Parker
- Attached is an image that shows the genius follow up trigger that the profile. Negative response but no conversation included.
- The whole conversation itself would be relevant. Knowing what the customers grievance is would be considered most important, which also isn't included.
- Nearly every single Genius FollowUp that is based on a negative customer response.