PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. When you're trying to close the loop, you do not have to protect the identity of your customers who give you feedback.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

SurveySensum

NOVEMBER 23, 2023

A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. But there are key questions to ask regarding: How to gather customer feedback.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Totango

FEBRUARY 11, 2022

Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Collect Customer Feedback from Your Community. Integrate Customer Feedback into Your Business Development Process. Inform Customers How You Use Their Feedback. What is B2B Customer Experience?

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

SurveySensum

NOVEMBER 24, 2023

Case Study: Media Company’s NPS Journey The Challenge A prominent media company was on a mission to boost its NPS score and close the feedback loop in real-time. Now, the challenge for them was to prioritize this 10k+ feedback, analyze it, and take action based on its urgency. So, what did they do? This was done in two steps: 1.

Text Analytics 52

Text Analytics NPS Customer Retention Net Promoter Score 52

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. Proactive indicators alert you to changes to customer accounts prior to human interactions.

Invoicing 65

Invoicing NPS Customer Retention Start-ups 65

Zendesk

NOVEMBER 30, 2023

Additional apps added in November: NotifyMe (Support) allows you to create and receive ticket alerts in the Zendesk agent workspace. Avenue (Support) centralizes business monitoring systems, ensures the right person is alerted at the right time, and holds your team accountable for each follow-up all the way through resolution.

AI 52

AI CRM Start-ups Engineering 52

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Create a customer feedback loop. Alert customers to known issues.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

JUNE 22, 2020

“In-app messages are hyper-targeted notifications that are sent to users while they’re using a mobile or desktop application” Because in-app messages trigger when a user is active within an app, they’re an especially productive way to boost traction with your most engaged users. Get user feedback.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Zendesk

JANUARY 31, 2022

Savio (Support) helps you centralize and organize product feedback from all of your different feedback sources so you can confidently prioritize what to build next. With the app, you can submit customer feedback to Savio without leaving Zendesk. Get instant pop-up alerts for incoming calls.

Contact Center 52

Contact Center Compliance Gaming CRM 52

Totango

NOVEMBER 20, 2020

Triggering activity when an event didn’t happen . There will be new capabilities in SuccessPlays to enable you to create more robust and advanced workflows using new capabilities like changing automatic attributes, generating automatic alerts and more. Improve Email Deliverability. Read more on Campaign Advanced Topics. .

Engineering 63

Engineering 63

CommBox

OCTOBER 18, 2023

Generative AI can also identify patterns in conversations and analyze key triggers, empowering human decision-makers. Gather feedback to make necessary improvements. Trigger real-time alerts for issues. Furthermore, it can transfer customers to a human agent in severe cases, minimizing potential churn.

AI 98

AI Customer Service CX E-commerce 98

DMG Consulting

JUNE 12, 2022

This will enable the individual to work with the project team to specify the conditions that trigger the real-time solution to “fire” encouragement, guidance and recommendations to agents. (It The speech analytics application needs be configured to listen, analyze and send feedback/guidance for calls in real time.

Contact Center 62

Contact Center Artificial Intelligence Start-ups AI 62

DMG Consulting

APRIL 14, 2023

They generally come with an analytics-enabled quality management (AQM) application to automate the quality management process, and real-time guidance (RTG) to provide agents with alerts, best practices, and knowledge articles to handle customer interactions correctly.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

SurveySensum

JULY 25, 2019

Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. So, it all depends on how your brand handles the negative feedback of customers. Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Totango

JUNE 4, 2021

For example, you can set up Totango Spark’s SuccessBLOC modules to trigger automated messages based on specific customer behaviors. Use your customer journey map to plan events that trigger customized offers. Ask for Customer Feedback. Asking for feedback is a simple yet effective way to boost engagement.

B2C 62

B2C Customer Journey Map NPS B2B 62

Totango

MAY 11, 2021

Together both elements provide a feedback loop for continuous improvements to stakeholder engagement. For example, if automated monitoring indicates that a customer is lagging behind in the onboarding process, this can trigger a personalized communication action plan to get the customer back on track.

Net Promoter Score 84

Net Promoter Score Customer Journey Map Legal Social Media 84

SurveySensum

FEBRUARY 5, 2024

Red : Energetic, exciting, perfect for urgent alerts or inspiring action. Gathering Customer Feedback Your users hold the key to unlocking the perfect color palette! So, gather customer feedback through: Surveys : Ask targeted questions about preferred colors for elements like CTAs or dashboards. It’s science!

Invoicing 52

Invoicing Customer Feedback Legal Net Promoter Score 52

CSAT.AI

JUNE 7, 2022

AI tools exist to facilitate a more empathetic company culture by alerting managers to agent abuse. I helped design CSAT.AI, and I am proud of the feature that lets managers monitor agents specifically to assist with issues that can trigger anguish or trauma. Let Technology Help – CSAT and ASAT.

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

Totango

JANUARY 29, 2021

Keep your playbooks current through monitoring and feedback. Alert CSM or Onboarding manager to customer(s) delayed in onboarding. Keep Your Playbooks Current through Measuring Impact and Feedback. Use KPI monitoring and feedback from your customers to evaluate how well your current playbook is working.

Scorecard 79

Scorecard NPS Gaming Sales 79

SurveySensum

JANUARY 12, 2023

Exactly for these reasons and many more, it is time to go beyond Google Forms to better feedback platforms in the market. . But there is so much more to do with customer surveys and gathered feedback that Google Forms doesn’t offers. It doesn’t analyze open-ended feedback. Then how are you adding logic to your surveys?

NPS 52

NPS Touchpoint Text Analytics Outlook 52

Experience Investigators

JULY 12, 2022

Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

SurveySensum

APRIL 21, 2023

However, we found the following limitations on evaluating feedback from platforms like G2, Capterra, and Trustradius. Customer Review The user feedback showcases past customers’ thoughts and experiences with the survey tool. Set up notifications to address feedback to close the loop. Analyze feedback data in real-time.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

SurveySensum

JULY 21, 2023

Understand Their Needs: Understand their needs by doing research and listening to their feedback. When you consistently enhance your product and services based on customer feedback, you build trust, and a sense of value among your customers. For instance, using automated triggers in CMS can prompt outreach when engagement wanes.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Experience Investigators

JUNE 22, 2021

Or maybe they have been trying to share feedback , but don’t feel heard. Set up alerts to get more details. Set up triggers at intervals throughout the onboarding process to reach out and see if that customer needs support. “You Seek feedback when a customer leaves. Set up alerts to get more details.

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

SugarCRM

FEBRUARY 17, 2022

By monitoring every service case against set SLA’s and alerting when predetermined limits are reached, you can achieve awareness and accountability for every service request. When a case approaches the limit of an SLA, Sugar will trigger alerts and other actions. Communication. Measurement.

CRM 48

CRM Customer Expectations Customer Loyalty Customer Service 48

SurveySensum

MARCH 3, 2022

VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. But what about collecting data from the customer feedback is in thousands? How to close the feedback loop?

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

DMG Consulting

MAY 14, 2018

Provide regularly scheduled feedback on agent evaluations, reflecting both strengths and opportunities. Real-time speech analytics to trigger supervisor alerts when emotionally charged verbal interactions are in progress. Establish a defined number of quality assurance (QA) evaluations.

Scorecard 48

Scorecard Text Analytics Contact Center Technology 48

SurveySensum

DECEMBER 1, 2021

It should also feature integrations to incorporate NPS scores and feedback into your existing platforms. Your software should allow you to save this data in your CRM, help desk, and billing systems and trigger workflows immediately. SurveySensum is a powerful NPS survey tool that helps you make customer feedback actionable.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52

Totango

MAY 23, 2019

Satisfaction Metrics: Any customer feedback on your product is gold. You can make the task of identifying upsell opportunities easier by setting up custom alerts within your customer success platform. Essentially, you establish thresholds across any of the above metrics that will automatically trigger email alerts.

Start-ups 74

Start-ups Customer Relationship Customer Feedback Sales 74

Totango

SEPTEMBER 19, 2019

Customer feedback. Set up alerts that let customer success teams know about potential warning signs early. For example, implement an alert whenever customer health scores dip below a certain number. When the software detects a struggling customer, you can automate alerts to notify customer success teams. Support tickets.

Start-ups 59

Start-ups Customer Relationship Customer Feedback Sales 59

Totango

NOVEMBER 18, 2020

Ask for customer feedback and make sure to close the loop. Alerting CSMs on critical deadlines and the customer’s current progress. Ask for Customer Feedback and Make Sure to Close the Loop. Customer feedback is critical to improving your product and ensuring your onboarding experience is satisfactory.

Close the Loop 77

Close the Loop NPS Customer Feedback Customer Retention 77

Totango

AUGUST 18, 2022

Totango’s customer success platform includes an onboarding module with built-in KPIs and workflows that can automatically send support emails or alerts to CS staff if data indicates a customer needs help with onboarding. Close the loop with customers with negative feedback to help resolve issues before they get passed onto another team.

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

Customer Service Life

MAY 11, 2022

Pay attention to customer feedback. After scratching our heads for a bit, we took two actions: We triggered a special email autoresponder to the customer letting them know that their ticket was solved. Sometimes, as well-meaning support professionals, we find ourselves answering the same questions over and over again.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100