A Sequence is the process of sending an email or SMS to your customers to measure their satisfaction after interacting with your organisation.
It helps identify dissatisfied customers early so you can act proactively and follow up quickly.
On the other hand, when a customer is satisfied, the sequence encourages them to leave a positive online review — helping increase both your total number of reviews and your overall business rating.
Steps of a Sequence
Email :
A message sent to thank the customer and invite them to complete a feedback survey.
SMS :
A shorter version of the message sent directly to the customer’s mobile phone.
Questions :
A personalized form to understand the customer experience.
Reviews :
The stage where satisfied customers are redirected to your Google My Business profile to leave a review.
Settings :
Options to configure language preferences, reminders, and sending intervals.
Sequences can be sent manually (by a user) or automatically depending on your integrations and management systems.
They are an essential tool to improve your customer experience and grow your online reputation.
To learn more, see this guide:
[How to Create a Sequence from A to Z]
If you have any questions, feel free to contact us via the chat.