After creating your new message template, you can set conditions and variables that determine when a message is sent with the advanced options and filter options. For example, you can set rules that insure a message of apology is sent to a customer whose order has been reported delayed or damaged. Alternatively you can set rules that insure messages are not sent, (e.g. messages are not sent to a customer who has previously given negative feedback). You can see from the screen below the list of criteria is extensive and offers you complete control and confidence that you will be sending the right message.
Click in the fields to view your options for that particular field. Once you have set the conditions, save the changes. You can also send yourself a test email. Just bear in mind that the more rules and conditions you set will lessen the amount of emails you send, thereby reducing your chances of generating more feedback.
Channels – Specify which of your channels (i.e. marketplaces) you want the message to go to. For example, if you have channels in multiple regions with different languages, you may not want to send a message in English.
Ordered between – You can select to send the message for orders that were sent between selected dates, either in the past or for future orders.
Product Name – You can send a tailored message depending on the name of the product ordered.
Product SKU – You can send a tailored message depending on the product’s SKU.
Product IDs – You can send messages for specific ASINs and/or ePIDS. Please make sure that you enter the exact ASIN and/or ePID code.
Product Condition – You can make sure messages are sent only for products in certain conditions.
Fulfillment Channel – Select either FBA or merchant channel.
On time delivery – Select either if the order was dispatched on time or not on time
Tracking Codes – Select either if order does or does not have a tracking code.
Destination Country – Select country your message should or should not be sent to
Order Value – Select value of orders you want to send messages about
Existing feedback – You can choose whether or not you want to send messages to customers you have previously reviewed you, depending on the rating you received.
Tickets – You can select whether or not to send messages depending on whether they have previous service issues or currently have open tickets.
Returning customer – You can select whether or not you want to target returning customers, depending on how many purchases they have already made with you. For example if they are a regular customer you may not want to continually send them the same message.
Order Percentages – This allows you to A/B test your messages. For example, if you set it to 50%, that means High5 will select 50% of your customers at random to receive the message. This way you can gauge the success rate of these messages by comparing the rates of feedback you’re receiving from people you are sending feedback requests to, against the rate of feedback you are receiving from those who are not.
Make sure you press Save Changes to save the rule and template. Your rules will then be saved under High5 – Rules tab. Please make sure you list them in order of preference from top to bottom, as High5 will determine which rule takes precedence based on where they rank in this list.
Remember, if you need any assistance in setting up and configuring High5 then you can contact us for a demo with one of our support team at a time of your convenience.