Today more than ever, the customer experience can be the difference between a surviving company and a thriving one. But if you’re just getting started on bringing a customer experience program to life, it can be more than a little daunting. What types of surveys should we be asking? At what customer touch points should we be asking for feedback? What KPIs should we measure?
Here at GetFeedback, our mission is to empower our customers to bring the Voice of the Customer to the forefront of their business. Which is why we’re excited to announce our newest feature, Program Accelerator. Program Accelerator provides out-of-the-box CX programs templates that help you get started effective immediately. Here’s how it works:
First, choose a common use case template from our Programs library.
Once you select your CX Program template, watch the magic begin as we build out everything you need to run a successful program.
Next, you’ll follow the Task Manager checklist to finish up getting your program live. Our step-by-step Task Managers ensures you take all the steps to ensure a successful program, from mappings to customizing your emails. This is where you can also add custom branding to your emails, create mappings, and add actions for your team based on results.
Once you launch the program, GetFeedback activates the trigger and your Program is now live! Sit back, relax, and watch feedback results roll in. You can monitor results and best practice KPIs with our out-of-the-box Workspace dashboard.
Now let’s take a deeper dive into our CX Programs templates available today, and why they matter.
CX Program: Ticket Solved (with Zendesk)
By setting up this Program, you can now automatically send a survey to your customer after a ticket is solved in Zendesk to understand your customer satisfaction rates better.
Use Ticket Solved (with Zendesk) Program to:
• Improve customer service and support interactions
• Merge Zendesk data with customer feedback
• Give time back to your service and support team by automating surveys
CX Program: Case Closed (with Salesforce)
By setting up this Program, you can now automatically send a survey to your customer after a case is closed in Salesforce to better understand customer satisfaction rates.
Use Case Closed (with Salesforce) Program to:
• Improve customer service and support interactions
• Merge Salesforce data with customer feedback
• Give time back to your service and support team by automating surveys
CX Program: Agent Performance (with Salesforce)
By setting up this Program, you can now automatically send relational or transaction surveys and track individual agent performance or by agent team performance.
Use Agent Performance (with Salesforce) Program to:
• Determine case success rate and identify training opportunities
• Calculate bonuses based on each agent's CSAT score
• Drill into sentiment, key phrases, and other metrics
We are excited to bring these new features to help take control of your CX programs, making it easy, fast and impactful across your business.
Don’t believe how easy it can be to launch CX Programs? Get in touch with our team to see just how fast it is to get your CX programs running in minutes and scaling in days.