The reason for the refusal is recorded in the transaction card

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This makes it possible to understand the essence of the problem and, if necessary, adjust the processes. We set up an NPS collection system using the Myreviews service and the WABA channel from Wazzup The CRM Plus team set up feedback collection via the Myreviews service and the WhatsApp Business API channel. After the client receives the order, a template message is sent to WhatsApp: the person is thanked for choosing "Zhanym" and is asked to leave a review of the order.

The template includes a button with a link to the Myreviews iceland telegram data service. The client is offered to leave a comment about the order. If a person is dissatisfied with something, he gets the opportunity to speak out The further algorithm depends on the rating given by the client. If a client gives a negative rating The system intercepts negativity. The person is asked to leave a phone number and tell what exactly he is unhappy with.

The problem statement with contact details is sent to the management by email. The client may be contacted to resolve the situation. If the client gives a good rating The system offers the client to leave a review on one of the resources, for example, Google, 2GIS or Yandex. Nikolay Minulin, founder of CRM Plus, partner of Wazzup The main goal of NPS is to intercept negativity before it is published on any platform.