Respond to All Messages
Sammi Frost avatar
Written by Sammi Frost
Updated over a week ago

While SimplrFlex Experts field thousands of messages every day, it is important that they take the time to make each and every customer feel special.
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The best Experts make certain to respond to every message that the customer sends. If a customer sends follow-up questions, customers expect Experts to answer those as well in order to earn a five-star review.

In fact, our data shows that 97% of five-star reviews mention that the Expert solved all of their issues, but just 2% of one-star reviews came from customers who had all their questions answered.
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There are times when a customer responds simply with "thanks" or something else that doesn't appear to be meaningful, but it's still important to put a bow on the conversation by replying to these messages. For instance, you could respond with something like:

  • I'm so glad that I was able to assist. Please reach back out if there is anything else we can do to help.

If you'd like to get really advanced, you can leave these messages open (for a short time) as a reminder to follow up with the customer. For example, if they were asking about their order or shipment status, you might wait 12-24 hours and reach back out with an update. This takes a little extra time and effort, but it will increase your odds of getting a five-star customer review.
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If you and a customer are battling over who will have the last word, you can comfortably stop replying if you get three consecutive responses that don't require any action.

Examples of Failing to Respond to All Messages

Examples Where Expert Replied to All Messages

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