If analyzing customer feedback is one thing, responding to feedback in an individualized, personalized, rapid, and large-scale manner is another.
Discover here how to "close the loop" by transforming feedback into action, thanks to the Closed Loop feature of our Feedback Management platform.
This article delves into the operational functioning of the Closed Loop feature, based on a common scenario illustrating its organization. It focuses on a use case where the customer service team leverages this feature to re-engage each dissatisfied customer with the aim of resolving their specific issues. The underlying objective is to enhance the overall customer satisfaction rate.
Accessibility
The feature is open to all accounts. However, the account administrator must activate the rights and permissions for this feature to allow users to respond. Contact support to enable the functionality.
Our Recommendations
Before using this feature, it is recommended to anticipate by identifying the actions you want to implement following customer dissatisfaction.
Step 1: Create an Action Plan
The configuration of the Closed Loop feature begins with the creation of an action plan. The action plan is simply the starting point for several actions.
There are numerous topics that can be addressed, depending on the content of your campaign questionnaire.
Examples of action plans:
- "Recontact customers facing connection issues."
- "Recontact customers facing online payment problems."
- etc.
On the Skeepers platform, the Closed Loop tab is located in the left sidebar.
Unfold the tab and click on "Action Plans" to create your action plan.
Note that you can also decide to create actions that you will later link to an action plan. However, we recommend creating your action plan first.
In our example, we create an action plan called "Resolution for Detractors."
As a reminder, detractors (with a score between 0-6 in an NPS question) are dissatisfied, unhappy, or disappointed customers. They are unlikely to recommend and may potentially provide negative reviews.
You must name the action plan and add a description if you wish. Then click on the "Next" button.
In this plan, you can create different actions and exit states.
1.Start by creating exit states that will allow the operator responding to each customer's feedback to choose the exit state of their action plan. Example: not started, in progress, closed.
2.Now, let's create actions such as "send an email" and "call the customer."
To do this, click on "Actions," then "Create a new action", and finally, "Save".
The action consists of 2 tabs that you can configure:
- Property tab
- Status tab
1.In the "Property" tab, we create an "send an email" action.
The description box allows you to add context elements that are specific to you.
You must then determine whether the action that has been performed closes the action plan or not.
To do this, click "yes" or "no" on the "Close the plan" line.
Example: If when an email is sent, the action plan related to dissatisfaction is completed, you will need to check "yes."
If, after sending the email, other actions are necessary, you will need to check "no."
If you choose "no," the action plan will not be closed.
If you choose "yes," you will need to choose the mode.
The "mode" line allows you to choose whether the operator in charge of responding to each feedback can click "yes" or "no" to close the plan.
You also need to decide whether to allow the operator to add a comment or not.
Now let's move on to the "Status" tab.
2.In the "Status" tab, you can add statuses to your actions. In our example, we add two statuses to the "Send an email" action:
- "email sent - request to return to the store."
- "email sent - request to call customer service."
To do this, click on the "+" icon.
Name your status, validate it by clicking on the validation icon, and then click on the "Save" button.
For each status, you can choose whether it closes the action or not.
Here's another example, this time for the "Call the customer" action. We create 3 statuses. Each status closes the action.
- Response - solution found
- Response - still dissatisfied - escalation management
- No response - message
Step 2: Link the Relevant Campaign to the Action Plan
After creating your action plan, you must link it to the relevant campaign.
For this, go to the settings of your campaign by clicking on the cogwheel located at the top.
Then on settings.
Next, choose your action plan by going to the "action plan" section. Don't forget to save.
By clicking on the "Save settings" button, your campaign is linked to your action plan.
You can now move on to creating a raw data visualization.
Step 3: Create a Raw Data Visualization Linked to a Dashboard
To create a raw data visualization, go to the Analysis tab of the platform, click on "Library," and then on "Raw Data."
Click on the "Create a new visualization" button, located at the top right.
Name your raw data, restrict it to a campaign, and choose the campaign from the list.
Once on the interface of your raw data visualization, in the "Customize" section, click on the cogwheel.
Then unfold the "Closed Loop" line, check the "Allow adding a closed loop action" box, and then apply and save.
If you wish, you can filter your raw data visualization to display only detractors.
To do this, still in the "Customize" section, click on "Add" filters.
Click on "Feedbacks."
Choose "Question Title," then the relevant satisfaction question. Here, the NPS question. Finally, check the "Detractor" box and apply.
You can also customize the columns of your visualization to display only those that will be most useful to contextualize your customers' responses.
To do this, click on the icon provided for this purpose, check the "custom column(s)" box, and then click on "add a column." This way, you can choose only the columns that interest you. For example: customer coordinates, feedback submission date, etc.
Now that your raw data visualization is ready, move on to creating a dashboard.
To do this, in the platform's Analysis tab, click on "Dashboard", then "Create a new dashboard.
To add your raw data visualization, click on the "Add a raw data visualization" icon on your dashboard.
Choose your raw data visualization "from the library".
Once the raw data visualization is in your dashboard, click on "Save".
If you wish, you can add filters to your dashboard. For example, filter by date, by answer to a question, etc. To find out more, go to part 3 of this article: How do I create a dashboard?
IMPORTANT: to activate the functionality, you need to pin the dashboard to your home page.
To do this, from your list of dashboards, click on the "Pin to home page" button of the dashboard you're interested in:
Pinning the dashboard to the home page will enable operators to whom you share the dashboard to trigger actions.
Step 4: Share the Dashboard with chosen Recipients to Trigger Actions
To learn more about the configuration to share your dashboard, click on this link: Share and broadcast your dashboards via email.
Each line of the visualization corresponds to feedback.
When clicking on a line, an interface with 2 tabs will appear:
- Activities: corresponds to a summary of all actions taken on this feedback.
- Actions: allows you to implement an action by clicking on the "add an action" button.
At this point, your operator will be in charge of choosing an action for this feedback. In our case, in "actions", he will click on "add a new action".
and then choose between:
- "Send an email"
- "Call the customer"
If they choose "Email sent," they can choose a status from the following:
- "email sent - request to return to the store."
- "email sent - request to call customer service."
They will have the option to leave a comment since we authorized it during the configuration of the action.
If they decide to close the plan, they can choose the exit state of the action plan:
If an action plan has been closed on feedback, no new action can be taken.
If an action is completed, it can no longer be selected.
A summary of the actions taken by the operator will be found in the "Activities" tab.
You are now ready to fully exploit the Closed Loop feature. It's your turn to play!