Our AI Assist tool is your partner in effortlessly managing customer feedback! With tools like At-Risk Alerts, Smart Survey Responses, and the Action Toolbar, you’ll have everything you need to ensure your customers feel valued, especially those needing extra attention. Keep reading to see how all of these features can help improve your customer satisfaction!
Feedback Alerts
Subscribe to real-time survey notifications to be quickly alerted to negative feedback.
Navigate to Surveys>Subscriptions in the Inbox view to subscribe and choose the notifications you'd like to receive. These include at-risk feedback and more:
- All responses
- Negative responses only
- Negative + falling responses (customers whose latest response is lower than their last)
Action Toolbar
The Action Toolbar is a centralized hub where you can monitor satisfaction, collaborate with your team, resurvey customers, and resolve issues.
Find the toolbar below each response in your Surveys inbox or on each customer contact page for those who have provided feedback.
- Reply: Reply to a customer's survey response via text or email directly within the Action Toolbar. See the Smart Survey Responses section below to learn how to use AI when drafting a reply in the Action Toolbar.
- Call: Call your customer to reassure them that you’ve heard their concerns and explain the steps you’re taking to resolve their issues.
- Note: Exchange notes with your team about a customer directly within the Toolbar.
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Resurvey: Once you and your team have resolved the issue, click the Resurvey button to send a new survey!
*Resurveying does not delete the old survey response. Both the original and new survey scores will be visible, but only the most recent feedback in a given period will be used to calculate NPS.
When you reply to a contact, send a new survey, or mark an action item as resolved, a note is automatically recorded for future reference. If you no longer need notes that have been left, you can delete them.
Once you’ve completed all tasks for a customer, click Resolve to remove them from the At-Risk view!
The Action Toolbar is visible to Owner, Admin, and Normal users only and is hidden for Read-Only users.
Smart Survey Responses
Save valuable time in the Action Toolbar with easy-to-edit AI-powered survey responses that ensure professionalism and brand consistency in every interaction. Note: this feature is optional.
How to use it:
- To use AI-powered survey responses, you must opt in.
- Within your Account Settings, go to the ”AI Training” section to toggle your AI features on or off.
- Once you’ve opted in, you can add branding material by clicking “Add AI training material” to help ensure your AI responses match your brand’s voice.
How it works:
- With the power of AI, you can easily adjust your response’s tone or length and ensure it matches your brand’s voice. Once you’re ready to respond, you can send it to your customer via email or SMS.
- Additionally, if you do not opt in to take advantage of AI-powered response features, you can still respond manually to all surveys.
Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.