Bill Gates has a famous quote “Your most unhappy customers are your greatest source of learning“. He was spot on. Gathering feedback from customers, in particular those who are not quite satisfied, is crucial for any business.
It is extremely important to use that information to improve products or services, but even more important to close the loop with the customer.
Most businesses send transactional CSAT surveys to customers, after interactions. And then digest, analyse and act on the feedback provided. But many still fail to come back to customers, leaving them to think they were ignored.
Technology can be the enabler, and this video shows how it can be done, using two of the most powerful technologies platforms in the market. On one side, Qualtrics (the XM platfom) and on the other Zendesk (the Customer Service platform), working seamlessly together.
In the scenario shown in the video, a customer receives and responds to a (Qualtrics) CSAT survey. It’s response automatically creates a (Zendesk) ticket, allowing the customer care team to close the loop.