What happens if a contact has a negative experience during an appointment?
If there is no way to communicate this with the appropriate team, the negative customer experience can lead to a contact looking elsewhere for care. But by letting your contacts know clearly how to let you know about an issue they had, you open up a pathway to a great customer experience and the ability to address the underlying issue you may now know about otherwise.
This automation is triggered when a contact submits your form to express a complaint. The contact is then sent an email thanking them for their feedback while a notification email is sent to your team with the contact's information so they can take action and follow-up.
Here's how this automation works:
1. The contact enters the automation when they submit your form.
2. The contact is sent an email thanking them for their feedback.
3. The contact waits for five minutes at a wait step.
4. The contact then arrives at a notification action and an email is sent to your team.
Note: Use personalization tags in the notification action to pull information the contact submitted directly into the body of the email, such as their name, the nature of their complaint, and other vital information.
