Closing the loop with customers who had a bad experience is as easy as:
Ask for customer feedback via surveys, chat or other channels
Analyse feedback responses
Flag negative responses, using automated rules and criteria
Create a ticket and route to the right team member via helpdesk software and chat integrations
Close the loop with the customer
Go from feedback to resolution in no time
The right information, in the right hands
Track customer satisfaction, first call resolution, and productivity by rep and team on role-based dashboards and dig deeper into the issue through root cause and key driver analysis.
However you work, it just works
Seamlessly integrate your closed-loop follow up system with the tools and processes you’re already using including Slack, Zendesk and many more.
Insights, not just data
Automatically understand the steps to take to resolve customer issues effectively with key driver analysis and root cause analysis. Quickly activate your team so they can turn detractors into promoters.
- Text Analytics – Analyse customer’s open text feedback that results in ticket creation for actionable trends to reduce ticket volume
- Statistical Analysis – Understand complex relationships between multiple variables in a single click. With Qualtrics Stats iQ you can identify the impact of metrics like response time has on satisfaction
Reduce churn with custom alerts and actions
Set custom conditions based on customer feedback, behaviour and churn predictions. If a customer is likely to churn, you can automate tickets and share them through Slack, your CRM or your customer service platform.
What is closed-loop customer follow up?
When customers give feedback to your organisation, closed-loop feedback and follow up is the system you use to enable frontline employees to get in touch with them and resolve problems. It typically involves two main parts – Case management and action planning tool.
Through case management, organisations can set the conditions that trigger an alert that a customer needs to be contacted. For example, you may decide to follow up with anyone who rates your company below 6 on an NPS question. That ticket is then routed through a case management system and escalated through your frontline teams to track it all the way through to resolution. Action planning tools allow you to collaborate with team members to address systemic issues in customer experience.