Customer encounters follow-up

Customer experience development requires constant feedback from the customers on their experiences. Continuous feedback helps to develop the company’s activities in a more customer-oriented direction. To improve the quality of the customer experience, the key encounters should be monitored systematically and automatically.

We build automatic customer encounter follow-up systems and provide analyses that help in the understanding of the results. Our offering covers all data collection options from dashboard results to support the exploitation of the results to follow-up integration to the CRM-system and easy follow-up implementation.

SURVEY TO DEVELOP THE CUSTOMER EXPERIENCE
Customer experience development requires constant feedback from customers on their experiences. Continuous feedback helps to develop the company’s activities in a more customer-oriented direction.

IMPLEMENTATION PRINCIPLES

  • Automated survey process
  • Quick encounter feedback
  • Optimal feedback targeting
  • Possibility to deal with anomalies immediately

IMPLEMENTATION OF DATA COLLECTION
All data collection methods are available to select the best possible collection method or combination of methods for the target group.

ENCOUNTERS TO BE FOLLOWED UP
Customer feedback should be collected from as many key encounter points as possible. Typical encounters to be followed up include, for example, customer service situations, sales visits, deliveries and service events.

CONTENT OF THE SURVEY
The content is very short, concerning only the encounter. The main meter used may be, for example, willingness to recommend the company based on the encounter (NPS).

RESULT REPORTS
The results are reported in the Feelback Group system. The results are made available both on the reporting portal and dashboard.