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SoGoConnect

Closing the loop: How it works

With SoGoConnect, you can invite your customers to more actively engage with your company through personalized and timely communication.

Your customers have something to say. Don’t just listen—open a dialogue.

Customer feedback demands action, but it can be all too easy to lose track of questions and concerns. SoGoConnect enables you to collect feedback with confidence, knowing every case will get the attention it deserves.

Keep tabs on customer sentiment with powerful tools

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Make it easy

If a customer wants to reach you—whether to offer a compliment or share a complaint— she may begin visiting the customized feedback center on your website. From there, she can choose from a menu of topics that will ensure her comment gets to the right person or team for follow-up.

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Keep all avenues open or there are other paths, too

Your customer may also reach out to you via email, a survey response, a form, or even in person. Regardless, the customer’s feedback will be routed to SoGoConnect to kick start the conversation.

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We’ve heard you

Next, your customer sees a confirmation message and also receives an automated response (if she chose to provide contact information— although you may also allow for anonymous feedback or Hidden customer sumissions!). This lets your customer know that her feedback hasn’t fallen into a void and her comment is valued.

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Getting the message into the right hands

The customer’s feedback is automatically routed to the right team for a more detailed response or resolution, if needed. If the customer mistakenly sent the message to the wrong area, it can be reassigned and re-routed. Notes, attachments, and comments can also be added to supplement the customer’s message and give your internal team the information they need—all in one place.

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The countdown begins…

Now the clock has started. Customers expect (and deserve) a timely response to an inquiry or problem. Once a dialogue has been initiated, SoGoConnect starts the clock, so your team will know exactly how long it is taking to respond.

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Take it to the next level

Is this a critical issue? Does the customer’s feedback require more TLC or need to be addressed quickly and carefully? Simply elevate the dialogue’s status to Critical—either manually or through system tagging—and the right team members will be alerted to this priority issue.

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The most important part: Follow-up

Now that the dialogue is in the right hands, it’s time to follow up. Your team can reply, ask for more information, schedule a meeting, or indicate that your company is working on the issue (and provide a timeline for resolution). If you’re waiting for a response from the customer, or need more information from her, the clock stops. No matter what, your company is engaged and proactively addressing issues.

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Wrap it up

Once the issue is resolved—and your customer is satisfied—you can mark the dialogue closed. Of course, the customer can always reopen the dialogue if she wishes. By “closing the loop,” you’ve done more than just collect feedback. Your customer is now more likely to do business with you again or spread the word about her positive experience.

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What’s next?

Your customer receives an automated message asking about her experience. Her feedback is a valuable piece of data that can help you improve your company’s outreach and customer service.

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Stay ahead of the game

Throughout the process, you can see your team’s outreach efforts at a glance—and determine where strengths and weaknesses are. Where are the delays? Which issues keep arising? It’s all right there, and with that kind of information, you can spot trends and address problems before they get out of hand.

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