Brochure requests, CSQs and detail updates

There’ve been a few questions around what happens with various customer queries when it comes from the CRM.

We are in the process of getting a new CRM but it won’t be quick so I’m afraid there are a few more months of these issues but there is light at the end of the tunnel! In the meantime, an FAQ and quick how to below for the common issues:

Brochures and Emails

Updating customer information (addresses/emails/opt-in or unsubscribe statuses):

1. For emails: Unfortunately, it’s an all or nothing system for now; there’s no picking and choosing which emails they’d like. So they can either receive everything we send or nothing (this will change in the new system but for now – sorry that’s how it is ☹ ).
2. Again, if they’re not receiving emails and they’d like to, double check which email they’d like to receive them to, update them in travel studio. Make sure that their status is set to ‘active -mkt conf’ (or if opting out – ‘active – no marketing’ and update their preference type as they’d like i.e. email only, post only etc.) Send through the email (and if updating from an old one, that too) to Elijah and me, to check the change is received by the CRM.
3. For brochures: If a customer has ordered a brochure and still not received it and they have an old address in Travel Studio, the brochure will have gone to the old address (I know – don’t even ask! :s). In this case – update their address, order the brochure they’d like here https://www.explore.co.uk/brochures , and send Elijah and me the old address and the new address and which brochures were requested, so that we can check the updates and requests have gone through properly. If they haven’t changed their address, send their request through (with address and brochure request) to us for us to investigate.

CSQs/feedback forms/welcome homes/feefos:

1. Not every customer is eligible currently to receive CSQs. If they booked directly with us and we have a valid email for them, they will get a CSQ on the day they return. If they are the secondary passenger booking with their own email, they’ll get one too. Again – only for direct bookers. We’re not currently allowed to send CSQs to agent customers but please send the request onto us so that we know who this affects.
2. Feefos are sent two days after they return.
3. Whenever you get a request for a feedback form or feefo, please send us the name of the passenger, their booking ref, return date and trip code so we can find out why they didn’t receive it and send one out manually instead. Email surveys@explore.co.uk

 If urgent then email surveys@explore.co.uk and also email Elijah (Hanford) and Sarah Stead with these so that we can make sure it gets sorted as quickly as possible for the customer.