eTouchPoint Releases New Comments Dashboard

eTouchPoint is launching a new dashboard feature in the comments module.  With this comments dashboard enhancement, CX stakeholders can:

  • Compare their performance against the performance of the company regarding percentages of positive, negative, and neutral comments
  • Review the most recent comments that have been flagged as “Exceptional”
  • Identify the most assigned positive / negative sentiments and view customer comments based on the selected sentiment
  • See how positive / negative sentiments impact the key metric score (e.g. overall score, overall satisfaction, likelihood to recommend)

With eTouchPoint’s comments module, users can easily spot trends in the open-ended customer feedback that they receive.  Additionally, customer comments can be shared with employees to reinforce a job well done or as a coaching tool to mentor those in need of improvement.

Author: Manda Henderson