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Responding to a TrustYou Survey Review

Updated

Benefits of Responding to TrustYou Survey Reviews

Responding to reviews directly in the TrustYou platform helps you build meaningful connections with your guests. Public responses enhance your hotel’s online presence, while private email replies enable personalized communication. This functionality streamlines your workflow, ensuring you manage guest feedback efficiently without leaving the platform.

 

Public Response to a TrustYou Survey Review

Availability:
This feature is only available for surveys with public questions.

How to Respond Publicly:

  1. After crafting your response using Response AI, a template, or writing from scratch, locate the Respond button.
  2. Click Respond to directly post your reply on your hotel’s widget without leaving the TrustYou platform.
  3. Once posted, the review status will update to Responded, confirming the response is complete.
  4. The final response text will be displayed for your review.

Including a Private Email Response with Your Public Reply:

  1. Select the option Also send response via email.

  2. The Respond button will change to Respond & send email.

  3. Use the Edit email details button to customize the email:

    • Subject: Pre-filled with a suggested subject, but editable (mandatory).
    • From: Defaults to the logged-in user’s email, but can be changed (mandatory). This is visible to the guest.
    • CC: Add recipients who will receive a visible copy of the email.
    • BCC: Add recipients who will receive a secret copy of the email (not visible to the guest).
    • Option to Attach original review text to the email.

  4. You can also choose to Send a different response directly to the guest by opening an editable field containing the initial response, which can be customized further.

surveyreply1.png

Private Email Response to a TrustYou Survey Review

Availability:
This feature is available only for surveys without public questions.

How to Respond Privately via Email:

  1. After crafting your response using Response AI, a template, or writing from scratch, locate the Send email button.
  2. Click Send email to deliver your reply directly to the review author.

Customizing Email Details:
Use the Edit email details button to adjust the email:

  • Subject: Pre-filled with a suggested subject, but editable (mandatory).
  • From: Defaults to the logged-in user’s email, but can be changed (mandatory). This is visible to the guest.
  • CC: Add recipients who will receive a visible copy of the email.
  • BCC: Add recipients who will receive a secret copy of the email (not visible to the guest).
  • Option to Attach original review text to the email.

Finalizing the Response:

  • Once the email is sent, the review status will update to Responded, confirming the response is complete.
  • The final email text will be displayed for your review.

By leveraging these features, you can ensure effective and professional communication with your guests, enhancing their experience and building loyalty.

surveyreply3.png

 

Email appearance and branding

Emails sent in response to Survey Reviews are designed to match the visual theme of the original Survey the guest completed. This includes:

  • Header banner: Automatically aligned with the Survey’s banner.

  • Color scheme: Reflects the same color palette used in the Survey, ensuring a seamless and professional guest experience.

This cohesive visual experience reinforces your brand identity and creates a consistent guest journey across all touchpoints.

 

 

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