"Respond, Note, Close"
Resolving your open customer feedback 'tickets'
Here's a easy peasy 3-step process for actioning and closing out your open pieces of feedback in the Customer Radar dashboard.
Log into the Customer Radar dashboard.
For a quick overview of your customer feedback which is open and needs to be actioned - check your Status Notifications (the numbers in red). You can see these buttons in the 'Comment Analysis' section under the Status heading.
Your pending comments are your customers that have not been responded to. Once you have opened one of these comments, just follow the steps below:
- Open the comment and RESPOND to it. No matter if the customer is a promoter, passive or detractor, make sure you reply to them and knowledge their feedback. You may be surprised about the positive effect of replying to, for example, a passive customer who is susceptible to competing offers from other business - your response may be that extra experience differentiator that leaves a great impression on them and retains them as a customer. For easy, instant replies - use your templated responses. These are pre-made responses you can choose from a dropdown menu. If you don't have these set up, please contact us and we will get you sorted in no time at all.
- Once any issues have been resolved and the customer doesn't require any further action, make NOTES in your dashboard, briefly explaining what the exchange was and what, if any, resolution was required. This can be a great reference for the future, especially if you've spoken to the customer over the phone and there is no written trail of notes to look back on.
- Have you closed the loop with your customer? Have you made notes? If so - great! You are a star! Now you can CLOSE the ticket. This will move the feedback from 'pending' and 'in progress' state into 'completed'. See, it really is easy, peasy.