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.
