TABLE OF CONTENTS


Introduction


Welcome to the knowledge base article on Feefo SMS, an additional feature that enhances your feedback collection process by allowing you to send feedback requests directly to your customers' mobile phones via text message. This powerful tool can significantly improve response rates by offering personalised and timely feedback requests. In this article, we will explore what Feefo SMS is, how to set up an SMS campaign, and how you can add this feature to your existing Feefo package.


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What is Feefo SMS?

Feefo SMS is a feature that enables you to send feedback requests to your customers via text messages on their mobile phones. Similar to feedback request emails, SMS messages can be personalised to suit your brand and sent at the optimal time to maximise response rates.


Note: You must have Feedback Request Manager Tool to use SMS for separate campaigns or follow ups however if you are just using it as reminders or their primary channel of collecting feedback they do not



How to Set Up an SMS Campaign



To send feedback requests via SMS instead of email, you'll need to set up a separate campaign within the Feefo Hub and upload sales data with the 'mobile' field. 


Note: SMS messages are restricted to 160 characters

To set-up a separate SMS campaign or change an existing campaign so that your feedback requests, feedback reminder requests and/or ‘Not tried yet’ requests are sent via text rather than email, follow these steps: 


  1. Log in to the Feefo Hub and navigate to 'Campaigns' on the left-hand menu, then click 'Manage campaigns.'

  2. To create a new campaign, click the 'Create a new campaign' button on the top-right of the screen. To edit an existing campaign, locate the campaign you want to change, click the drop-down menu on the right, and select 'Edit.'

  3. Click the 'Feedback preferences' button and scroll down to 'Feedback request,' 'Feedback reminder request,' or 'Not tried yet request.'

  4. Change the 'Channel' from email to SMS. Additional fields will be available for you to edit.

  5. In the 'Customise SMS language' field, you can translate your SMS text into another language. 

  6. The 'SMS message' field allows you to customise the content of the SMS feedback request. The SMS preview will show you how the text will appear to customers.

  7. Once you are satisfied with the SMS content, click the 'Save trigger' button at the top or bottom of the form.


Note: Please note that currently, only United Kingdom, Eire, United States, or South Africa mobile phone numbers are supported.

A popular approach is to use SMS for the feedback reminder, sending the initial feedback request via email. This way, customers who didn't respond to the initial email will receive a reminder through a different channel, potentially increasing response rates.


Adding Feefo SMS to Your Account


If you do not have Feefo SMS as part of your current Feefo package and would like to add it to your account, you can request a call back by clicking on 'Additional features' and then 'Get in touch.' Alternatively, you can reach out to your Customer Success Manager or the support team directly.


Conclusion


Feefo SMS is a valuable feature that empowers you to reach your customers directly through text messages for feedback requests. By following the steps outlined in this article, you can set up an SMS campaign or modify an existing campaign to optimise your feedback collection process. If you do not have Feefo SMS as part of your package but are interested in adding this feature, do not hesitate to get in touch with our team to explore the benefits of Feefo SMS for your business.