Overview
The Customer Feedback feature in VendSoft is a powerful tool that allows you to stay connected with your customers and address any issues they may encounter while using your vending machines. By providing a convenient QR code for each machine, VendSoft makes it easy for customers to communicate with you directly, enhancing their experience and helping you maintain high service standards. This article will help you set up and use the Customer Feedback feature effectively.
Why Use the Customer Feedback Feature?
Convenience for Customers: Most customers prefer the ease and immediacy of scanning a QR code over calling a phone number for support.
Efficient Communication: Receive customer feedback directly about issues such as refunds, broken machines, restocking needs, or product requests.
Quick Response: Be notified instantly when feedback is submitted, allowing you to address issues promptly.
Setting Up Customer Feedback
Accessing Your QR Codes:
Log in to your VendSoft account.
Navigate to the Machines screen.
For each machine, you will find an option to generate and generate a QR code.
Placing the QR Code on Your Machines:
Print the QR code provided by VendSoft.
Securely attach the printed QR code to a visible and accessible area on your vending machine.
Please ensure the QR code is easily scannable and not obstructed by any objects.
How Customers Use the QR Code
When customers encounter an issue or have feedback, they can easily scan the QR code using their smartphone. Here’s how the process works:
Scan the QR Code:
The customer scans the code on the vending machine using their smartphone camera or a QR code scanning app.
They are directed to a feedback form:
Provide Feedback:
The feedback form allows customers to select the type of feedback they want to provide. The available options include:
Refund Request: If the customer needs a refund for any reason.
Machine Broken: If the vending machine is malfunctioning or not operating as expected.
Restock Required: If a specific product is out of stock.
Product Request: If the customer wants a specific product added to the machine.
The customer can also provide additional comments or details related to their feedback and upload a photo of the machine.
Submit Feedback:
After completing the form, the customer submits their feedback.
A confirmation message will show the customer that their feedback has been received.
Managing Customer Feedback
Notification of New Feedback:
When feedback is submitted, you will receive an email notification from VendSoft.
The email will contain a summary of the feedback, including the type of issue and any additional comments provided by the customer.
Viewing Feedback on the Tickets Screen:
Log in to your VendSoft account.
Navigate to the Tickets screen, where all customer feedback is displayed.
Here, you can view and manage each feedback ticket. The Tickets screen will show:
The type of feedback (e.g., Refund, Machine Broken, etc.)
The specific vending machine associated with the feedback.
Any comments provided by the customer.
You can also update the status of each ticket (e.g., Open, Closed) to keep track of your actions.
Best Practices for Using Customer Feedback
Monitor Feedback Regularly: Make it a habit to check the Tickets screen frequently to ensure you address issues promptly.
Respond Quickly: Quick responses to customer feedback can improve customer satisfaction and prevent potential revenue loss due to unresolved issues.
Use Feedback to Improve: Analyze the feedback you receive over time to identify recurring issues or customer requests, which can help you improve your service and product offerings.
Conclusion
The Customer Feedback feature in VendSoft is designed to enhance your service by allowing customers to communicate directly with you in a simple and efficient manner. Using QR codes on your vending machines ensures customer issues are reported and resolved quickly, leading to better customer satisfaction and smoother operations.