For the past year, we've been using Chatmeter -- an online reputation and locations management tool -- to monitor and respond to online customer reviews. To date, Jessica Marquis emails customer service concerns to the appropriate parties. However, to better track workflows and correspondences, these emails will now come directly from the Chatmeter tool to branch managers' and district managers' inboxes (See example email to the right).
Special Note: Emails will appear in your inbox from Chatmeter with the subject line: [EXTERNAL] Customer Service...
Managers can provide more information about the situation by clicking on the reply button at the bottom of the email. Additional information is kept internal and will not be shared with the reviewer. However, the extra background you provide may be shared with KPI -- our customer satisfaction management service.
