Communication with customer

Communication towards the customer is an important part of the reservation system, especially in terms of process automation and their efficiency. For this communication, you can use several communication channels (e-mail or SMS) in different modes in the reservation system.

Sender's e-mail address

An important step for effective communication is a correctly set up e-mail address from which e-mail messages are sent to your customers. This address can be a system address (@reenio.info) or you can set your own address. It is also possible to set the sender name. We also recommend reading "How to deal with SPAM".

SMS messages

If you decide to communicate with customers via SMS, then you do not have to set up anything, just start using messages actively. SMS messages are sent via an external service and it is not possible to influence the phone number of the sender, respectively messages are delivered as "Information SMS". When using SMS, keep in mind that the length of the SMS is limited and if the message is long, it is sent as several separate SMS messages. In the system you can check for yourself what SMS are sent.

Automated system messages

Automatic system messages are e-mail or SMS messages that the system creates and sends automatically on your behalf respectively. on behalf of the reservation page subject. These are all confirmation of successful reservation, cancellation confirmation, payment confirmation, PDF with reservation codes, notice of upcoming reservation and more. Notifications are sent based on settings that you can customize to suit your needs. For example, you can only send confirmation of your reservation by e-mail, but notifying you of an upcoming date by e-mail and SMS, 24 hours and 3 hours in advance. Of course, a prerequisite for these automated messages to be sent is knowledge of the customer's contact information (if the customer is registered, he can set up blocking of a certain type of communication himself).

Automatic messages can also be addressed to individual employees or the system administrator.

The content of these system messages cannot be changed in any way and is generated on the basis of booking information and data, the customer, etc. customer. However, if you need to tell the customer something beyond the generated information, you have three options.

• General information about the event - you can put the necessary information that the customer should receive during the booking process as a description of a specific event. These are also used for e-mail communication.
• Conditional date information - Within the specific date setting (Advanced Settings - Details for customer after) you can specify that your own text information will be included in the e-mail that is sent as a booking confirmation or payment. In practice, this is useful, for example, if you want to provide the customer with some specific information, but only when it is certain that he has paid for the reservation.
• Global Information - You can also define general text information to be inserted in the footer of each e-mail related to the booking process or customer registration (Settings - General settings - E-mail)

Manual reports

If you need to send some information to your customers, you can use so-called manual messages. The advantage of this approach is total flexibility and the possibility of entering any own text. The possibility to send your own message is available in the system in various places and it is up to you in what situation you need to communicate with the customer (eg when the planned action is canceled). In all cases, messages (e-mails and SMS) are sent directly by the system, so everything above applies.

• Customer detail - messages can be sent using the buttons on a specific customer's card.
• Customer list - You can use a filter in the customer list to check more customers for a bulk action. Among these bulk actions are also the options "Send e-mail" and "Send SMS".
• Reservation list - in the reservation list it is possible to use a filter and check more specific reservations, for which you need to communicate with the corresponding contacts. Subsequently, it is possible to perform a mass action, with the options "Send e-mail" and "Send SMS" among the actions.

Custom messages

Notifications that are handled automatically have a fixed structure. If you want to communicate with customers using your own content automatically, you can use the functionality of custom messages.

Customer Feedback

Gathering feedback from customers is undoubtedly an important aspect of any business. Within customer communication, it's very beneficial to also consider the option of collecting such feedback. The reservation system can help with this by combining the functionality of custom messages and custom forms.

Whether simple ⭐⭐⭐⭐⭐ feedback is important to you, or you also need to gather more specific responses to particular questions, the first step in collecting feedback is creating a so-called review form. This allows you to define specific questions (of various types) and then track individual customer responses.

The second step is reaching out to the customer, typically in the form of a request for a review or feedback on recently used services. From this perspective, it is neccessary to create a regular custom message in the form of an email, which is sent based on one of the supported events, such as the end of a reservation or a change in reservation status. If the given event is supported, an option to include the feedback form in the message will appear in the message settings. This specific custom message then becomes part of the Review forms.

From the customer’s side, the feedback process works by including 5 stars in the email for direct rating. After clicking on the stars, a webpage appears showing the selected rating and a thank-you message, or any other form elements set up in the feedback form. The customer can rate using stars (and the rating will be recorded) without needing to fill in the entire form. If they do complete and submit the form, then all submitted form data is stored along with the individual review record.

Within the review form overview, it is possible to view individual ratings as well as monitor summary ratings of individual sources or forms.