Control which customers receive an after sales care message when the final invoice is raised, and update the records you already have.
After sales care sends your customer a short feedback request once their job is finished and invoiced. The reply is recorded against the job, so you can see how each customer rated the work. This screen controls which customers and work addresses are included.
How after sales care works
The message sends on its own, at a fixed point in the job.
Trigger: The message sends once the final invoice on the job is raised, or the job is marked free of charge
Recipient: It goes to the job contact
Send method: Email or SMS
Frequency: One message per job, however many times it is invoiced or reopened
Note: Only a final invoice sends the message. A draft invoice does not, but converting a draft into a final invoice does.
The message carries a tag that becomes a link to your after sales care portal â see Where the message and the portal are set up below. Your customer opens the portal, leaves a thumbs up or thumbs down, and can add a comment.
Why a message might not send
Three things have to be true at the moment the final invoice is raised. After sales care has to be switched on for that customer or work address, the contact has to be set to receive the communication method the message would use, and a message has to have been written for that method.
Commusoft checks the contact's communication preference at that moment only. If the contact is not set to receive that method right then, no message is sent.
If a contact is set to receive SMS but no SMS message has been written, nothing sends. Learn more in After sales care email and SMS template.
Important: Set a contact's communication preference before the final invoice is raised. Changing it afterwards does not release the message.
Communication preferences default per customer and per work address, and are held against each contact. Learn more in Communication rules.
Which records these defaults apply to
After sales care is controlled at two levels.
Defaults: The settings on this screen apply to customers and work addresses created from that point on
Individual record: Any single customer or work address can be set differently through Advanced options
Saving new defaults does not change customers or work addresses that already exist. To update those, use Advanced options on the same screen.
How to set the after sales care defaults
âĄď¸ Click your Profile icon > Settings > Customers > After sales care defaults
Click View to open the screen.
Choose whether All new customers receive after sales care.
Choose whether All new work addresses receive after sales care.
Click Save.
How to change existing customers and work addresses
âĄď¸ Scroll to Advanced options > View customers or View work addresses
Filter by name or by customer type.
Select the records you want to change.
Click Change communication preferences.
Choose the after sales care value you want.
Click Save.
If no filters are applied, changes will affect all customer or work address records.
Where the feedback appears
Each after sales care message and the response to it are recorded on the job timeline.
You can also filter your job list by after sales care status:
Not sent
Feedback not received
Positive feedback received
Negative feedback received
Customer feedback received
Has a customer feedback comment
Add-on required: The CSAT score and the percentage of jobs responded to are Analytics+ metrics. Your job list filters and job timeline records work without it.
Customers cannot edit or delete a negative review once it's been submitted.
Where the message and the portal are set up
This screen controls who receives after sales care. The wording of the message and the portal itself are set up elsewhere.
Message wording: Settings > Jobs > After sales care email and SMS template. The portal link comes from a tag added here. Learn more in After sales care email and SMS template
Portal appearance, support contact details and staff notifications: Settings > Self-service > After sales care portal settings. Learn more in After sales care portal settings
Common questions
Why has my customer not received their after sales care message?
A customer does not receive the message if their communication preference did not allow it when the final invoice was raised. Commusoft checks that preference at that moment only, so changing it afterwards does not send the message. Check that after sales care is switched on for that customer, that the contact is set to receive email or SMS, and that a message has been written for that method.
Does after sales care send when the job is completed?
After sales care is not triggered by marking the job complete. It sends once the final invoice on the job is raised. The exception is a job marked free of charge, where there is no invoice and completing the job is what sends it.
Will changing these defaults update my existing customers?
Changing these defaults does not update your existing customers. The defaults apply to customers and work addresses created from that point on. Use Advanced options to change records you already have.
Can the same job send more than one after sales care message?
The same job sends one after sales care message, however many times it is invoiced or reopened.
Can Commusoft act on the feedback automatically?
Commusoft can act on the feedback automatically through a Workflow Marketplace workflow called After sales response, if your plan includes the Workflow Marketplace. Collecting the feedback needs only the settings on this screen. Acting on it is a separate workflow you switch on. Learn more in How to use the Workflow Marketplace.