AskNicely makes it easy for your team to close the feedback loop with your customers, either in an automated or manual way.
In cases where it makes most sense to have eyes on a response before it’s sent to a customer, you can use templates to speed up the response process.
From the “Responses” tab, click Reply on any of your listed responses. The reply chat window will open. From the panel on the right, click Reply Template to expand your templates list.
Clicking a template name in the list will populate the email reply with that template. If you have custom data call fields in your template, the values of those fields will populate.
Creating a New Template
To create a new template, click +New Template. You'll be taken to a window where you'll customize the entirety of your template.
You can use call fields for any of the custom data you'd like to include, like: first name, last name, account manager, products purchased, order date, NPS score etc.
Note: The fields listed under "customer" are specific to your custom data points that you are bringing in.
Once the template is created and you've selected it for a response, you have the ability to make appropriate personalizations before sending to the customer.
Editing a Template
You can edit an existing template by mousing over it and clicking on the pencil to the right.
Remember, you can add or remove text in an individual email after populating it with a template.
Using templates for responses enables you to personally close the feedback loop with all your customers without feeling the burden of manually typing hundreds of emails.
If you have any questions, or need additional help, you can reach our Support team by clicking the chat button in the bottom right of your screen in the AskNicely Platform or on the help site.