Replying to feedback
Negative feedback
The escalation contact(s) for the portfolio concerned by the negative feedback get notified about negative feedback in real time.
It is typically monitored by the operational management team and/or the people in charge of customer experience.
The goal is to track and leave no negative feedback unattended / unresolved.
More details on how to respond to negative feedback here.
💡 Tip: use the “view more” shortcut buttons on the Overview page for quick access to “Unresolved negative feedback” (Both negative and not replied to).
In order to change the status from “Unresolved” to “Replied”, you have 2 options accessible by clicking on the “View & Reply” button. In both cases, it will remove the negative feedback from the “Unresolved Feedback” tile on the Overview dashboard:
Reply directly in Umanest
Using the one-off response option (recommended).
The customer will then get an email with your response below the feedback they provided.
Note regarding anonymous comments: the customer will get an email saying “{Your company name} replied to your anonymous comment” to avoid any confusion.
Update status to “Already replied”
Typically used when contact is made through another medium such as phone call, email or in-person meeting.
It is a good way to keep track and make sure that you've closed the loop with your clients, even outside Umanest.
Positive feedback
This is sometimes also monitored by the business development management (BDM) team or people in charge of Marketing and Social media presence.
The goal is to leverage your company advocates with social media posts and referral generation.
More details on how to respond to positive feedback here.
💡 Tip: the shortcut for quick access is the “view more” button in the “Latest positive feedback” tile of the Overview dashboard.
More details on how Umanest helps you grow your Property Management business brand presence and referrals generation here.