Loox reviewsUpdated 2 months ago

Scenario: Handling Bad Reviews (1-3 Stars) Received via Loox

HERE is an instruction video.

Step 1: Identify the Customer's Email Address

• Open the Loox review notification email.
• Locate the customer's email address.
• Important: Do not send a reply to the Loox email address as it is a no-reply email.

Step 2: Replace the Loox Email Address

• Copy the customer’s email address.
• fill out the customer emailaddress on the upper right searchbar in Gorgias and once found select 'set as customer' 
• NEVER use the option Merge when working in a loox ticket

Step 3: Check for Feedback

• If the customer left feedback, review the comments to understand their issue. The feedback will be displayed in the email.

Step 4: Contact the Customer

• If Feedback Was Left:

  • Send an email addressing the issue mentioned in the feedback, similar to how you handle regular complaints.
• If No Feedback Was Left:
  • Reach out to the customer asking for clarification and how you can assist them.