Similar to the legacy Listen360 platform, the new platform also helps you identify customers at risk of churning and provides an easy way to see their history with your company and follow up in a meaningful way.
To interact with all customers publicly, view this article!
Where to Find At-Risk Summaries
You can view these summaries in three places:
- Email: If you’re subscribed to At-Risk survey reports, you’ll receive email summaries highlighting key issues and recommended next steps.
- Dashboard: The Customers at Risk widget shows at-risk and retained metrics based on the hierarchy level you're viewing.
- Feedback inbox: Go to Surveys > Inbox > At Risk to view flagged surveys. Each survey includes an AI-generated experience summary and suggested response for that customer.
Dashboard
Feedback inbox
Following Up with At-risk Customers
*Owner, Admin, and Normal users can follow up with at-risk customers.
- Navigate to Surveys > Inbox > At risk
- Find the survey you'd like to respond to
- Choose how you would like to take action
- Reply
- Call
- Note
- Resurvey
- Resolve
Replying
To reply to a customer, click the Reply button on the feedback to which you'd like to respond.
You will have 3 ways to craft a response:
- Manually type in a reply
- Write with AI
- Write with AI, then manually refine the AI response
After you are happy with your response, you can communicate with your customer in 2 ways:
- Post on your profile. This will make your response public on the internet to anyone who views your profile. This will also trigger an email response notification to your customer so they know you replied.
- Send via email. This will open your email client and allow you to send this response to your customer. Your response won't be public.
Replies will also be saved to the survey notes for future reference.
Calling Your Customer
If you'd like to call your customer, click the call button, then the phone number. This will open the default phone application on your device so you can make a phone call.
Clicking the phone number will also add an internal note to the survey that a user called the customer.
Internal Note
Notes can be left by Owners, Admins, Normal, and Read-only users.
Notes are internal only and do not trigger a notification or communication with any other users or the customer
To add a note, click into the survey, then click Note. After entering the note, click save.
Resurveying
If you've communicated with your customer and believe you've resolved the issue, it's best practice to resurvey your customer to capture their latest sentiment.
To resurvey, click into the survey, then click Resurvey. You will be asked to begin the resurveying.
Once you resurvey, you will see a note on the survey that Resurvey has started.
When the customer responds, only their latest feedback will count towards your NPS.
We don't remove the existing survey after resurveying since it will not be counted once the new survey is completed.
Resolving
When there is no further action left to take with a customer, it is time to resolve the issue. Most companies have their own definition of issue resolution; they typically fall into these buckets:
- A public response has been issued, and the customer has been notified
- After working with the customer, the customer has confirmed that the issue is resolved
- Multiple attempts to reach the customer have been made without success
- The customer has been resurveyed
To resolve, click into the survey, then click Resolve. After clicking resolve, the survey will be moved out of the At-risk inbox. A note will also be added to the survey, describing who resolved the issue and when.
Surveys can be marked as not resolved by Owners and Admins if needed.
These surveys will still be accessible in the inbox by filtering by All or Completed.
Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.