Comprehensive Action Management

Take Action on Customer Feedback When it Matters Most
 

The highly efficient action management capabilities of MarketTools CustomerSat enterprise feedback management (EFM) software helps you capture actionable data from your voice of the customer (VOC) program.  Armed with this data, you can take immediate action on customer feedback when it matters most - to save at-risk relationships and maximize opportunities for new business and marketing referrals. Action alerts can be created and routed to various team members based on set business rules. Comprehensive case management functionality allows you to automatically open cases and manage them to completion across an enterprise team –  to close the "feedback loop" with your customers. Perform root cause analysis by drilling down into specific cases, and perform global analysis across all cases to identify trends and fix recurring issues at the root level.

►  Schedule a demo today to see how MarketTools CustomerSat can help you "close the customer feedback loop"!

Power your VOC program with MarketTools CustomerSat to gain the most comprehensive and efficient action management capabilities of any EFM system:

• Support for social media and survey follow up: close the loop by responding directly to customer feedback that meets specific criteria to save at-risk relationships and encourage positive interactions.
• Advanced case management capabilities: ensures smooth coordination across teams to avoid over or under responding to a situation and a closed-loop customer feedback process supporting smooth team coordination
• Rapid alert creation: instantly notify relevant team members when an issue needs to be resolved.
• Task-centered case processing: stay focused on specific issues until they are resolved.
• Case analytics: review cases on a global level to identify recurring issues and improve inefficiencies.
• Root cause analytics: drill down within specific cases to identify root causes and prevent future issues.
• One-touch access to verbatim and call recordings: instantly gain a deeper understanding of issues by listening to voice tone and answers to open-ended questions.
• Create alerts based on business rules to immediately notify key staff members when feedback meeting pre-set criteria is submitted.