eTouchPoint Launches Two New Features to Assist Managers
Some customers may respond favorably to survey questions but then leave negative feedback in their written or spoken verbatims. eTouchPoint’s sentiment analysis platform now identifies these negative verbatims and then alerts managers to follow up with these customers under Action Alerts. In addition to the ability to update status and enter notes on their follow up activities with customers, managers can select from a list of client-defined categories that describe the reason for the customer’s dissatisfaction. These categories can be used over time to identify the most prevalent reasons why customer are dissatisfied so that changes can be made to improve the customer experience.