Closed-loop Customer Experience

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No matter the industry, regardless of your business size, customers expect a high level of personalized response. Many companies struggle to respond to what really matters to customers. SoGoConnect provides closed-loop customer experience ticketing and action planning tools to help you operationalize your responses to customers from anywhere across the organization.

Categorize and Mark Status of Tickets See the state of any Ticket at a glance, as every Ticket belongs to a category and receives a status. You can build categories based on your particular industry or use one of our starter packs to get going. Enable Critical Alerts Bring any hot-button topic to your team’s attention instantly with system or user generated tagging of the Ticket as ‘Critical’. Simplify your Team’s In-Box No more switching between systems to make customer experience action planning easier; bring all of the needed customer properties such as Customer Information, Action Buttons, Timeline, Categories, and more onto the Ticket for quick resolution. Accelerate Ticket Management Closed loop customer experience means you have a need for speed. Prebuilt response templates, and built-in bulk action and editor capabilities, help you respond quickly to urgent needs.

Provide communication access Direct Tickets, Alerts, internal communications based on individual or team responsibility. Automate Communications and Tasks Keep your team and managers up to date on Ticket activity through multiple channels including the software, app and email. Route, Include and Share across your Organization When you need another team to respond, you can easily reassign the Ticket. You can also add other users or even non-users to include whomever you want. Add Comments Document any follow-up that happens internally or outside the software, or even share information and set expectations with colleagues.

Customer satisfaction ratings Capture how customers feel about your support using auto-generated feedback forms that are triggered when a Ticket is closed. Empower customers to reach out Provide a path for customers with a Customized Feedback Center. Embed it into your website or apply as a separate landing page. Allow anonymity Capture valuable insights by enabling customers to submit their information completely anonymously or to withhold their contact information. Always available customer outreach channels Don’t overlook any opportunity to hear from a customer with a Question, Comment, Suggestion, Concern, Compliment with collection points online, in your App, phone, email, SMS or social channels. Operations Dashboard Gain a holistic view of your team that visually reveals where your teams excel or where they are struggling to provide actionable next steps.

What is close-loop?

Detractors offer an opportunity to win your most loyal customers. Directly follow up and respond to negative customer feedback and comments with a closed-loop system. Just like that, you are more likely to win a repeat client.

Connect with your customers to improve brand value.

That’s why SoGoCX lets you flag critical tickets, keep an eye on key feedback, and follow the progress of these with our case management system to ensure a close-loop experience that will go a long way.

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