Case Management in CX Index
is about
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Assessing the survey feedback your customers give to you,
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Allowing you to create an internal ‘case’ when negative survey feedback triggers a predefined parameter,
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Enables you to forward automatically that case to the relevant stakeholders internally in your business, and
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Enables you to update the status of that case when you decide you’ve acted on it appropriately.
Case Management
A customer issue, such as a query, comment, word, score or complaint
That is identified in a customer's survey feedback
It allows businesses to collect and organise interactions with customers across all channels.
For a customer service agent or a team manager to address / review
Case management helps companies strive towards a customer-led service delivery by optimising unstructured business workflows, and is key for providing a superior customer experience.
Such that the query, comment, word, score or complaint in the survey feedback causes a case to open in CX Index
Acting on real-time feedback allows you to turn unhappy customers into your biggest fans.
You can also identify trends in terms of where you have failed to meet customer emotion and loyalty.