As business owners, our paramount goal is customer satisfaction. Ensuring customers feel heard and that their needs are met with the highest quality is crucial for fostering loyalty and driving growth. Odoo provides a powerful suite of tools to effectively manage customer feedback and implement improvements based on their experiences.
Let's explore how to leverage Odoo to gather and act upon customer reviews, using a "Customer Enquiry" project as an example. This project tracks customer inquiries through stages like "Received," "Working," and "Done." Our aim is to automatically solicit feedback upon resolving an inquiry.
Setting the Stage: Enabling Customer Ratings
First, we need to enable the customer ratings feature. Navigate to Project > Configuration > Settings. Scroll down to the Analytics section and check the Customer Ratings option. This activates the review functionality within the Project module.
Automating Feedback Requests Upon Resolution
The key is to configure the "Done" stage to automatically trigger a feedback request. To do this:
1. Go to the settings for the "Done" stage and select "Edit Stage".
2. In the Rating Email Template area, select a pre-defined template (or create a new one) that will be sent to the customer. This template contains the questions and rating scale you want the customer to use.
3. Enable Automatic Kanban Status. This ensures the email is sent as soon as the task enters the "Done" stage.
Now, when a task moves from the "Working" stage to the "Done" stage, Odoo will automatically send an email to the customer requesting a review. You can track these requests and received ratings within the task's chatter.
Visualizing Feedback: The Kanban View
Once the customer submits a review, the rating is automatically reflected in the Kanban view of your project. You'll see a visual indicator, such as a smiley face, on the task card, along with the customer's rating. This provides a quick and easy way to monitor customer satisfaction levels for individual inquiries.
Taking Action on Negative Feedback: Automating Follow-Up
But what happens when a customer isn't satisfied? We want to ensure prompt investigation and resolution. This is where Odoo's automation rules come into play. Let's configure an automation rule to schedule a call for the task Assignee as soon as a negative review is received.
1. Go to the settings for the "Done" stage and select Automations.
2. Click "New" to create a new rule.
3. Give the rule a descriptive name, such as "Review" and set Model as Task.
4. Set the "Trigger" to "On save."
5. Under "Domain," we will keep it as it is and to “Apply on “, We will add new rule as "Rating Last Value is <= 3”. And When updating “Rating Last Value”.
6. Now under the Actions to Do tab, Add an action and configure the following:
- Type: Create Activity
- Activity Type: Call
- Title: Call the customer to discuss feedback.
- Due Date In: 3 Days
- User Field: Dynamic User (Based on record)
- User Field: user_id (the person who is assigned to the task)
Now, whenever a customer provides negative feedback, Odoo will automatically generate a "Call" activity for the designated Task Assignee. This ensures that negative feedback is addressed promptly and effectively.
Continuous Improvement Through Customer Feedback
By implementing these strategies within Odoo, you can create a robust system for:
- Gathering Customer Feedback: Automating the feedback request process ensures you consistently collect customer opinions.
- Visualizing Customer Satisfaction: The Kanban view provides a clear and visual representation of customer ratings.
- Taking Action on Negative Feedback: Automation rules trigger immediate follow-up actions, ensuring prompt resolution and demonstrating your commitment to customer satisfaction.
By actively listening to and acting upon customer feedback, you can continuously improve your products, services, and customer relationships, ultimately leading to greater customer loyalty and business success.
Enjoying this Odoo Power Tips series? Talk to one of our experts at Empowerion (Odoo Partner in Melbourne) and let us show you how using Odoo can boost the business growth!