Coming with Trufolio Pro
Every unhappy customer is a second chance.
When someone has a disappointing experience, you can listen, make it right, and invite them to share an updated experience while keeping their original feedback.
How Second Chance Works
A customer-friendly way to turn a disappointing experience into an opportunity to earn trust.
Feedback
A customer shares a disappointing experience. It stays private by default.
Improvement
You reply, listen and make things right.
Follow-up
You invite them to share how things are now, in their own words.
- 1
Customer shares a bad experience
It stays private by default.
- 2
You reply and fix the problem
Make it right, in person or in your reply.
- 3
Send a one-time follow-up link
Copy it or show the QR code.
- 4
Customer answers again
They can update their stars and say whether things improved.
- 5
A “Then / Now” story
Appears on the public page only with the customer's permission.
The first feedback is never changed or deleted. A follow-up never guarantees a better rating; only the customer decides.
How it helps everyone
Customers
They're heard and stay in control of what gets shared.
Your business
A chance to respond, improve, and rebuild the relationship.
Everyone's trust
Visitors see genuine experiences, with no hidden criticism.
A fair and transparent process
- Original feedback is never changed or deleted
- Each follow-up link works once and expires after 30 days
- Up to 3 follow-ups per experience
- The latest star rating counts once; a follow-up never adds a second rating
- Nothing goes public without the customer's permission
- Customers can withdraw permission anytime
Turn feedback into a stronger customer relationship.
Second Chance is planned for Trufolio Pro and isn't available yet.