Don’t miss the moment to resolve your customer feedback issues

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
Real time feedback analysis

Being able to identify problems before they worsen is crucial. Responding to complaints in a timely fashion makes customers feel valued and overtime builds trust and loyalty

Text analytics and automated voice of customer alerts are one of the best tools to enable this.

There are only so many customer interactions or “moments” where we can affect the feeling a customer has toward a product or service.   Unfortunately, organisations don’t always get it right all of the time.  And in those “moments” when something has gone wrong, organisations need to get ahead of that event and use the opportunity to help that customer feel better about their experience and endeavour to turn a negative into a positive.

Hot Alert in Text analytics –how can they help?

In the same way as hazard lights on the car in front tell you to slow down, a Voice of Customer Hot Alert tool tells you when you need to take action quickly with a customer.

Hot Alerts are predominantly used when a customer has expressed in their feedback comments that they are very unhappy with their interaction with your organisation. But Alerts can also be used to inform you that a customer is expecting a response from you or wants to pass on positive or negative feedback .

In addition to major issues, Hot Alerts can be very effective at ‘nipping problems in the bud’. Taking action with customers early on when problems can be resolved more easily makes perfect sense and usually leads to positive outcomes. Analysis of unstructured feedback can identify the issues early on that if not dealt with could escalate into high risk situation and formalised complaints.

In a nutshell, Hot Alerts inform the right person by text, email or direct into your CRM system in near real time that action needs to be taken. They are the lifeblood of any Voice of Customer solution.

6 reasons why you should adopt a Hot Alert tool

1.      Hot Alerts enable you to improve customer satisfaction, quickly

2.      They enable action by the right teams which can generate long lasting goodwill andbuild trust

3.      They can help you save money by taking action before issues incur additional costs

4.      They provide an opportunity for positive engagement and successful outcomes

5.      They help uncover issues with processes, services or products that need improving.

6.      The insight and knowledge can be applied to stop recurrences’ on a larger scale

 

Implementing a Hot Alert tool

You need three things:

1.      FREE FORM survey content - verbatim comments that explain the issue (rather than just scores)

2.      WHAT your alerts should be about. Is it a topic, or the service or product they use?

3.      WHO willrespond to the alerts

 

Take the time to get this right and review and revise the criteria according to your business needsat any given time.

 

Don’t miss the moment!

 

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 6 reasons why you should adopt a Hot Alert tool

1.      Hot Alertsenable you to improve customer satisfaction, quickly

2.      Theyenable action by the right teams which can generate long lasting goodwill andbuild trust

3.      They canhelp you save money by taking action before issues incur additional costs

4.      Theyprovide an opportunity for positive engagement and successful outcomes

5.      They helpuncover issues with processes, services or products that need improving.

6.      Theinsight and knowledge can be applied to stop recurrences’ on a larger scale

 

Implementing a HotAlert tool

You need three things:

1.      FREE FORMsurvey content - verbatim comments that explain the issue (rather than justscores)

2.      WHAT youralerts should be about. Is it a topic, or the service or product they use?

3.      WHO willrespond to the alerts

 

Take the time to getthis right and review and revise the criteria according to your business needsat any given time.

 

Don’t miss the moment!