Steps for using customer feedback to improve Customer Experience
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Use Voice of Customer feedback to manage your business. Prioritise business decisions that will improve customer experience and deliver a real financial return to your organisation.
Feedback Ferret is the enabling technology that helps you to identify and prioritise the actions needed to meet your customer expectations. Maximize ROI through the best
allocation of your time, people and financial investments.
Improve quality and design features
Change or add products and services
Re-set / manage customer expectations
Improve marketing messages and offers
Training
Resource allocation
Staff recognition & rewards
Recruitment
Acknowledge customer concerns
Supply chain / availability
Change or add products and services
Close the loop with real-time responses to critical issues Security and privacy issues
Queues / Task List• Real time automated intelligent routing of feedback records into user
“Queues”.• Filter records on specific topics, sentiment, survey scores and/or other
customer data attributes for “closed loop” follow-up actions.• Each Queue has its own workflow rules.• Set deadlines for completion each Queue action, with alerts and escalation
notifications.
Task details• Displays summary of each customer’s feedback information.• Quick snapshot of customer profile and feedback details to assist rapid and
relevant response.
Record an Activity• Track and monitor actions taken for future reference and analysis.• Users can set reminder dates for “brought forward” actions.• Re-assign records to other Queues.
Completed Tasks• Comments and activity notes are easily accessible for future reference.• Allows for multiple actions for each customer.• Visible across different hierarchies of the organization – all accessible via web
Intelligent real-time routing of feedback data into the Response Centre Task Lists
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Feedback records are automatically added to the ‘Unassigned’ tab in the Task list according to automated filtering rules set-up in the configuration.
This could be all records, or those selected on the basis of specific topics in the comments, rating scores, etc.
Alerts are sent by email and/or SMS to users when new records are added to their Queue.
Alerts can also be sent when deadlines for completion are approaching, or have been exceeded. Escalation notices can also be sent elsewhere in the business when deadlines are missed.
User takes ownership of selected records, ready to act on the feedback….
Actionable Insight - Ferret Respond: Task DetailsReporting and communication tools enable Response Centre users close the loop with individual customers, and to monitor the actions taken
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Clicking on the customer’s email address will enable the user to trigger an email from their own email client to the customer.
Clicking on a Twitter address or other social media source URL can also enable direct contact or posting to the customer via those channels
Opening the individual feedback record enables the user to see the feedback information, and to record any actions taken with the customer.
Actionable Insight - Ferret Respond: record an activity
Here, the user can quickly make a note of actions taken with a customer, and then either close the case, or set a next action date, which will add the record back into the ‘New’ Task List with the brought-forward date set by the user
Feedback Ferret puts customer feedback into the hands of the people in your organization who can act on it to improve customer experience.
• Listen: Let your customers tell you what they need.
• Analyze: Understand what they are saying.
• Insight: Go beyond simple survey scores – understand the reasons behind your ratings; use the insight to drive real improvements in your customer experience.
• Act: take action - real time.
• Payback: Retain more customers, improve word of mouth, deliver measurable ROI.