A Zigpoll Survey is a tool used to gather and analyze negative feedback, helping to find out where the product or service didn't meet expectations. When a customer completes a poll, the response is automatically sent to our admin email at amzadmin@mopio.com. Agents need to respond if the levels of satisfaction are tagged as "Unsatisfied" and "Very Unsatisfied".


TABLE OF CONTENTS


When a Zigpoll appears in Freshdesk, you will see the following details: 


  • Order ID
  • Email address
  • Purchased Item
  • Customer's Name
  • Total Amount Paid
  • Confirmation number
  • Total Count of Items Purchased



Zigpoll Survey Ticket


Here is a preview of how the Zigpoll Survey looks within Freshdesk. You can see the sample ticket by clicking here




Zigpoll Survey Ticket Handling Process


To your right, you will find the contact details are from amzadmin@mopio.com. Attention: Please do not reply to this ticket. You need to create a new ticket in order to respond to customer. Kindly follow the steps below:



Step 1: Create New Ticket


To create a new ticket, click on "NEW" at the top and then select "New Ticket." If there's an existing ticket, ensure you merge the ZigPoll survey with it to better assist the customer.




Step 2: Filling up the contact and ticket details/properties


You will be redirected to a new page. Ensure that you fill in the customer's name, email address, and phone number correctly to avoid any issues. In the description field, insert 'Zigpoll Survey,' then click CREATE when you're ready.




Step 3: Change the ticket title and merge the Zigpoll Survey ticket with the new ticket.




Please format the ticket title as follows: Order ID / Customer's Name / Review / Negative Review.



Step 4: Respond to customer accordingly


Feel free to use this draft for your reply to the customer. Modify it as necessary depending on the customer's comments regarding delivery or product concerns.


Heads Up: Make sure to BCC amzadmin@mopio.com in your response so that the team is aware that the customer has been attended to. To prevent the customer from seeing the email address, always choose BCC instead of CC.




Should the customer reply and elaborate on their issue, please issue them the "SORRY10" coupon as a gesture of apology for their experience.



 If no response is received within 2 days, send a reminder email and close the ticket. No aftersales ticket shall be created for Zigpoll surveys. 



How do CX agents handle customer requests to amend negative Zigpoll feedback?


FreshDesk Ticket Example: https://mopio.freshdesk.com/a/tickets/55551


Please let the customer know that Zigpoll survey submissions are final and cannot be revised. As an alternative, invite them to leave a review on Trustpilot regarding our service or product. Here's the link to Mopio's TrustPilot : https://www.trustpilot.com/review/mopio.com