Settings
You can customise what is seen on all of the customer portal pages via these settings: https://support.surveybooker.co.uk/a-guide-to-your-customer-portal-settings/
Quote
When the customer first searches for a quote (or is saved into the system from an external source e.g. lead generation site), the customer receives your welcome email. This includes a button link that allows them to set a password to retrieve their quotes and book. These can also include links to sample reports or other useful documents and web pages.
Instant quote: customers will have received your welcome email and can immediately press book now and progress to the stage below.
Estimates: customers can see your estimate but can’t yet book They will have received your welcome email as soon as they searched. Once you have confirmed or adjusted your quote they will receive a quote confirmation email confirming your fee and how to book.
Bespoke quote: customers will receive your welcome email. They will then receive your quote submitted email once you have reviewed the survey and entered a quote into the system.
If the customer makes a quote search but have not paid they are sent lead nurture emails to encourage them to go ahead (bolt-on feature for Plus accounts):
- 24 hours after the search
- 7 days after the search
- 21 days after the search
You can view which emails the customer has received at Email tab > Email Log on each quote/survey timeline page.
Additional booking details
The customer can provide extra booking information you need such as correspondence address, access details and more. They can then review all job details submitted and submit them before moving onto terms.
Signing / Agreeing to Terms
After submitting their booking details, the customer moves onto the terms and conditions page. There are two options depending on how you want customers to agree to terms. Either you can require terms to be signed electronically or you can display a general link for customers to check and review. General terms can appear straight away. For e-signed terms there are two potential routes:
Manual terms:
Go to your ‘instructions to accept’ tab and submit the terms after making any necessary updates. The customer will be sent an email asking them to sign your terms and an email from SignRequest with the document to sign.
You can cancel the terms document, make updates and resubmit if required at any time. Terms can be adjusted until the inspection has been confirmed.
Auto sent terms
For customers using our auto sent terms feature, when the customer reaches this page, the terms document will be sent straight to your customer without the need for you to manually send them from the timeline page. The ‘send terms’ button will automatically update to show the ‘resend’ and ‘cancel’ buttons to show the terms have been submitted.
You can cancel the terms document if needed, make updates and resubmit should there be any issues with prefilled data or customer email addresses.
Payment
Once terms have been agreed by the customer or you manually mark the terms as received, the customer can move onto the payment page. You can provide the following options:
- Bank transfer
- Online payment
- Pay later (skip payment to later in the process)
- Display text with general info if you don’t want to provide any payment options
If the customer makes an online payment, the job record will be marked as paid automatically.
Job tracker
As the job progresses the customer can be sent an email at each stage to advise on the current status (e.g. arranging access, appointment booked etc).
The customer can also see a timeline view from start to finish if they choose to login to track progress. Once the report is uploaded they can download and view it or click on the report link directly in the email sent to them.
Single document job / hidden multi doc job
At the end of the job the customer will see the “View report” button giving access to their report. If you have access to the report upload block feature and terms or payment are outstanding, the report will be available but the button is blocked until payment or terms are added.
For multi-document jobs, if you’ve set that each document forming the final report should not be visible to the customer, the job document section remains hidden and only the final report can be viewed.
The submit review button will also be available at this stage depending on your customer portal settings.
Multi doc jobs
At the end of the job the customer will see the “View report” button giving access to their report. If you have access to the report upload block feature and terms or payment are outstanding, the report will be available but the button is blocked until payment or terms are added.
For multi-document jobs, if you’ve set that each document forming the final report should be visible to the customer, the job document section is visible throughout the job showing only the documents that the customer is allowed to view/upload/comment/approve.
The submit review button will also be available at this stage depending on your customer portal settings.
