Taking Our Own Advice
Yeah, we drink our own Kool-Aid.
Clicktools is all about feedback, insights and the customer journey. To help us improve the experience that we deliver to our customers, we have recently enhanced our own Voice of the Customer program. The new program utilizes a number of Clicktools features in a comprehensive program addressing the following key stages of our customer’s journey:
- Customer Onboarding
- Closed Case
- Project Milestones/Completion
- Customer Satisfaction
Surveys are issued automatically through a combination of CRM workflow and Clicktools scheduled deployment. Common questions enable us to track and report performance at each stage of the customer journey and aggregate results for an overall view. Reporting is done in CRM with results stored against the contact record and the trigger event. Clicktools notifies us of any dissatisfied customer immediately.