QR Codes and Phone Numbers for Customer Feedback

QR Codes

An example poster

Another example poster

QR codes are an exciting way to receive and manage customer feedback within the ALO application. Put up signs in your restrooms, by concession stands, or near attractions.

Click here to learn more about how you can design the QR posters that your guests will use.

Customers who scan the QR code will be sent to a webpage that appears as such:

Condiment Station 1 feedback form

Customers can receive optional prompts

Setting up QR Codes

1. Logo, color, font, and post-submission prompts are all configurable in the application under the Types list.

2. Navigate to Records > Locations in the left side menu to create a new QR code.

3. Press the button under column QR which will take you to the QR code generator.
4. In the selection box labelled Channel, select the channel that you would like customer feedback to appear in.

5. In the selection box labelled Language, select the your language. QR codes are generated using your Location, Channel, and Language selections. Any changes to the three of these will result in an updated QR code.

6. You can customize the colors that you would like the background and foreground of the QR code to have, but it is fine to keep is in original black and white.

7. Press Save Changes. Now you're ready to receive customer feedback!

Customer Feedback with Phone Numbers

You can also use ALO to interact with guests. Guest text messages will appear in a linked channel in real time. You can respond with a text message to the guest, send an internal comment about the guest feedback, or manage tasks in the channel.

Scroll back up to the first two images in this article. Notice that customers are asked to mention the code "F4F" when they text the phone number. This is the restroom's Location Name (go to Settings > Locations to find this). When a guest mentions a location's name in ALO, the location will be automatically tagged.

An example guest text message

Respond to the guest using SMS Messages

1. Press to send an SMS message to the guest.
2. Press to send an internal comment that will not be sent to the guest.
3. Messages sent by guests will automatically create a task on the task board. You can manage these tasks as you would any other task in the ALO application.

The guest's viewpoint: auto response, then staff text

Auto Responses for Incoming Customer Text Messages

You can set auto response messages for customers who are texting into your ALO account. These can be useful for directing guests to FAQs or alerting guests that support is not available for the season.

1. Navigate to Settings > Channels.

2. Select the pencil icon next to the SMS channel for which you would like to set an auto response.
3. If you would like to let guests know that this text channel will not be monitored by staff (e.g., off-season), set toggle the External Support Available switch to OFF. The green dot next to the channel name will be replaced by a red dot.

4. If instead you would like to set an auto response message, edit the text in the Autoresponse Text box to automatically respond to guests when they send an SMS message to your ALO team.
5. There may be occasions when staff is not monitoring guest text messages. During this time, toggle the "External Support Available" OFF. You will see the green dot next to the channel name turn red. This is to indicate that all guests who text that channel will receive the "Support is not available at this time" autoresponse.