Creating satisfied customers is more than just providing great service. It requires an understanding of the entire customer experience involving all the channels that touch your customers and responsiveness to customer needs.
Case Management provides front-line managers with an effective tool for following up with customers to ensure every interaction with the company is a memorable and positive experience. With continuous customer feedback monitoring and closed-loop resolution, problematic issues won’t result in a poor reference or even worse, a lost customer.
How do you respond to feedback?
Often it is not the particular product or service experience that impacts loyalty, but rather how an organization responds to that experience. Even issues that start as problems can be turned around into a positive experience if handled properly. Responding to customers in a timely manner can make all the difference.
Because Case Management is part of a Customer Feedback Insights platform, it’s always “listening” to customer feedback. As soon as an exceptional event occurs (either positive or negative), an email alert is triggered and a defined workflow process is set in motion. A “case” is automatically created and a service representative is assigned to work the case. At the same time, other individuals can also be notified such as line managers, product or service personnel, and even upper management, depending on the issue and severity. This way true collaboration is enabled to address the case or resolve the issue so that the best solution is brought to the customer.
As each contributor works the case, reporting and visibility is available across the enterprise. When a case is resolved,all interested parties are notified of the resolution and the knowledge gained from the process is stored for both historic purposes and for future use as part of a growing knowledge base.
Customer Feedback Insights Platform
Case Management is part of the CF Workflow suite of CFI Group’s technology platform. This platform provides continuous monitoring of the customer experience across multiple channels and provides insights for action based on customer feedback.