How Plantronics dramatically increased survey response rates
We were thrilled to welcome Ted Carbone from Plantronics this week in a live webinar on how they use Clicktools, Salesforce, and Live Agent to improve customer experience and measure satisfaction with their support services. It’s a great use case with powerful results. Please be inspired by these highlights and feel free to contact us for guidance on a similar project. If you want the complete story, including technical details and screenshots, please view the webinar slides here and/or watch the recording.
Highlights of Plantronics’ latest customer feedback initiative:
- A Clicktools customer since 2009, Plantronics further enhanced their Customer Care center by deploying Salesforce Service Cloud with Public Knowledge Base (PKB) in 2011 and Salesforce Live Agent native application “Chat Live” in 2014.
- With this robust combination of solutions in place, they were well positioned to better understand their 40,000 (monthly) Customer Care calls and 3000 (monthly) Live Agent interactions using post-case Clicktools surveys. But they weren’t satisfied with current response rates and faced the challenge of increasing survey responses, particularly for the Live Agent sessions.
- The Plantronics CRM Admin team built a smart, simple post-chat survey process that 1) required little ongoing maintenance 2) minimized impact on agents (i.e. no extra clicks!) 3) barely impacted existing reports and dashboards and 4) was built onto existing capabilities and code. Please view the webinar slides for technical details of how this was accomplished.
- The results of the project have been outstanding! Since implementing the new process, they’ve seen Live Agent Case Survey Response rates shoot from 10% to 23%. It goes without saying that all Clicktools survey responses automatically integrate back into Salesforce records where they can be acted on and analyzed.
Again, this was achieved by leveraging the solutions they had in place and by working in partnership with the Clicktools Customer Success team. We’re thrilled to have helped Plantronics make this huge stride in engaging the voice of the customer and taking their Customer Care practices to the next level.