{"id":93395,"date":"2020-03-09T04:48:56","date_gmt":"2020-03-09T11:48:56","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=93395"},"modified":"2023-08-18T05:58:34","modified_gmt":"2023-08-18T05:58:34","slug":"enhanced-cx-closed-loop-system","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/enhanced-cx-closed-loop-system\/","title":{"rendered":"Enhanced CX closed-loop system to better address issues raised by customers"},"content":{"rendered":"

How often have you come across a grumbled customer pouring wrath on social media because of poor customer support experience or not-so-satisfying product experience?<\/span><\/p>\n

It can cost your business very dear if not looked into on time. Of course, there are ways to control the damage, but by then it would have already ruined your online reputation score<\/a>.\u00a0<\/span><\/p>\n

There are better ways to tackle this. You can use customer experience software to get regular feedback and know what your customers like, or don\u2019t like. As soon as you see a red (or yellow) flag, learn more about their experience and close the loop by taking action.<\/span><\/p>\n

QuestionPro CX<\/span><\/a> helps its users capture their customers\u2019 journey at various touchpoints and gain real-time insights. Share their feedback with different teams to improve the overall customer experience. Understand their behavior and find out what factors drive it.<\/span><\/p>\n

One of the most common ways to know what your customers think of your business is to conduct an NPS survey. It measures the probability of how likely they are to refer your business to their friends and family. Based on the <\/span>NPS score<\/span><\/a>, they are categorized into promoters, passives, and detractors.<\/span><\/p>\n

With QuestionPro CX, you can close the feedback loop using a ticketing system. You can create a ticket for each detractor and assign it to the right person, and get the issue resolved. Such a mechanism can reduce the churn rate and eventually convert your detractors into promoters.<\/span><\/p>\n

LEARN ABOUT: <\/strong>Escalation Management<\/a><\/em><\/p>\n

What\u2019s new?<\/span><\/h2>\n

We have enhanced the closed-loop system to better manage tickets and address issues soon. Now the users will be able to\u00a0<\/span><\/p>\n

    \n
  1. Export tickets<\/span><\/li>\n
  2. Reassign tickets<\/span><\/li>\n
  3. Get an overview of tickets based on the status<\/span><\/li>\n
  4. Get an automated email for any updates on tickets<\/span><\/li>\n
  5. Filter based on priority, segment, owner<\/span><\/li>\n
  6. Search ticket by email address or ticket ID<\/span><\/li>\n<\/ol>\n

    \"Improve<\/p>\n

    The closed-loop landing screen will show all tickets by default.<\/span><\/p>\n

    New ticket<\/span><\/h3>\n

    \"create<\/p>\n

    While creating tickets, below fields are mandatory.<\/span><\/p>\n