Proactive Alerting

Overview

In today’s world of anytime – anywhere communication, dissatisfied customers can significantly impact buyers’ perceptions of a company. With eTouchPoint, companies can leverage an enterprise alerting system that notifies managers and employees if a customer expresses dissatisfaction. As result, companies have the opportunity to proactively reach out to dissatisfied customers and “close the service loop” to address issues and salvage the relationship with a customer. eTouchPoint also alerts users of interactions that exceeded expectations, providing employers the opportunity to recognize outstanding performance from an individual or group.

Features & Benefits Of Proactive Alerting

Feature Description Benefits
Configurable Alerting Algorithms Negative or Positive Alerts can be defined based on how customers respond to individual survey questions, or alerts can be triggered based on logical conditions (e.g. and, or, etc.) in groups of questions. Generate alerts based on metrics or issue types that are most critical to your brand.
Alerts Reporting Alerts-specific reports show breakdown of alerts by company, line of business, region, or employee. Users can also easily view details about the customer involved. Identify high performing employees so that their best practices can be shared with other employees. Use specific negative examples to coach under-performing employees.
E-mail Alerts Alerts can be e-mailed to a corporate customer retention team or field supervisors for follow up and action. Respond to dissatisfied customers to resolve issues in a timely manner before they have a chance to impact the reputation of the company or brand.
Unstructured, Voice of the Customer Feedback (Audio and Text Comments) Customer comments tied to alerts can be easily accessed to better understand what went right or wrong with a customer’s experience. Identify key business, process, and technological themes that resulted in an alert. Information can be used to identify problem areas or in coaching employees to improve performance.
Customer Facts Customer and employee details, as well as survey responses, can be viewed to assist employees in analyzing issues and success stories. View Customer Name, Telephone Number, Account Number, or other information needed to close the loop with a customer.