How Feebak Helps Genesys Cloud Orgs Close the Feedback Loop & Improve Customer Experience
In today's highly competitive business environment, collecting customer feedback is more important than ever. Businesses collect customer feedback through various channels such as email, social media, chat, phone calls, and in-person interactions. This means that the amount of feedback businesses receive can be massive and overwhelming. Without a proper mechanism to manage and analyze this feedback, companies may struggle to identify negative experiences and take immediate action to address them.
The delay in addressing negative experiences can significantly impact customer satisfaction and loyalty. For example, suppose a customer reports a negative experience with a product or service, and the business takes several weeks or months to respond. In that case, the customer may become frustrated and switch to a competitor. This not only results in lost revenue but also damages the business's reputation and brand image.
Therefore, businesses must have a system in place to manage customer feedback effectively and take immediate action on the negative experience.
Feebak is a post-interaction survey solution for Genesys cloud organizations that not only helps businesses collect feedback quickly and easily but also helps them take immediate action to improve customer experience. With its unique feature of Closing the Feedback Loop, Feebak allows businesses to identify negative responses and take quick actions to address them.
Here's how Feebak's Closing the Feedback Loop feature works:
1. Set up Conditions to Identify Negative Responses
Feebak allows businesses to set up conditions to identify negative responses. For example, if a customer reports a bad experience, Feebak can automatically tag that response as negative based on the user inputs. This ensures that businesses are immediately notified of any negative feedback.
2. Take Action to Notify Supervisors or Management
Once Feebak identifies a negative response, it takes immediate action to notify supervisors or management. This can be done through email or notifications, ensuring that businesses can take quick action to address the customer's concerns. ie, To close the feedback loop, you can trigger Actions based on responses.
3. Automate Callbacks or Update CRM Using Data Actions
In addition to notifying supervisors or management, Feebak can also automate callbacks or update CRMs using data actions. Data Actions are API calls to any system, making it easy for businesses to integrate Feebak with their existing systems and take immediate action.
Closing the Feedback Loop with Feebak helps businesses improve customer satisfaction and loyalty by addressing negative feedback on time. By setting up conditions, taking actions, and automating callbacks or updating CRMs using data actions, Feebak makes it easy for businesses to take immediate action to improve customer experience.
In conclusion, Feebak is a powerful post-interaction survey solution that not only helps Genesys cloud businesses collect feedback but also helps them take immediate action to improve customer experience. With its unique feature of Closing the Feedback Loop, Feebak allows businesses to identify negative responses and take quick actions to address them. So why not try Feebak today and see how it can help you improve your customer experience?