A customer has submitted negative feedback and the service team needs to know before the issue becomes a public complaint. feedmetrics can trigger a Zap for a new survey response, a new complaint, negative feedback or a low NPS score. That gives your team a prompt way to send a considered SMS through Mobile Message.

Use the event that best matches your response process. A low NPS score can prompt a short acknowledgement, while a new complaint can notify a responsible staff member by SMS. A new feedback response can also create a Mobile Message contact when a phone number is available and appropriate for follow-up. This connection is useful for making feedback visible, but it does not resolve the issue or write a response back into feedmetrics. Keep the message respectful, avoid discussing private details in plain text, and direct the customer to the right channel for a full conversation.

Test each event with sample responses so only the intended feedback reaches the intended recipient. Clear routing and careful wording help your team respond promptly without making the customer repeat the original issue.