A pop up should appear when a customer rates negatively requesting the reason for doing so. That reason is then shared with us.
A pop-up should appear when a customer rates negatively requesting the reason for doing so. That reason is then shared with us.
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CConsultant commented
This is a very good (and necessary) feature for two reasons... one, it provides quick feedback to the expert. Second, if the negative rating is due to a site issue, confusion over who they are speaking to, it becomes readily apparent and easier for an expert to request negative removal. For it to work however a response MUST BE REQUIRED. Angry users will just close windows without responding. The response could be in the form of multiple choice as well. But responses like (I didn't realize this was a third-party site) MUST be included because this is a major issue in the Computer support categories. The customer is on XYZ Company.Com has a concern with their service or product... sees the JA banner ad, clicks on it thinking they are going to be talking to XYZ personnel. Then when we answer and explain the situation, they get angry, rate the expert bad and leave.