FREQUENTLY ASKED QUESTIONS
All your questions answered.
The Process
After you sign up for FeedBackExpert and complete your profile you will be able to get your customer facing executives to request feedback at the end of each customer interaction. Depending on your settings your executive will need to enter some basic information about the interaction and then pass their mobile to the customer so they can select one of five smiley faces to indicate the level of their satisfaction based on the question(s) you have asked. Once the customer submits their feedback you will instantly be able to see this on the management dashboard.
The Feedback
You can ask any question you want but you should ensure that it is a question that the customer can easily quantify and respond to. Also you need to ensure that the question(s) you ask provide meaningful data for you to make business decisions. Questions like “Please rate your overall satisfaction” or “Did the customer executive meet all your expectations?”
Do not ask questions that can be identified by negative feedback reasons. Questions such as “Was the customer executive on time?” is easily identified in the earlier mentioned question with “Customer Executive was late” in the reasons for poor feedback.
You can add up to five questions but please consider your customers appetite to give you feedback. Five should be the absolute maximum.
My Customers
Once the customer submits the feedback they will receive an SMS to their entered mobile or an email to the entered email address to confirm the feedback they have given.
Later FeedBackExpert will have additional functionality to enhance this part of the customer experience process.
Never. Your customers will never receive any sms or email other than the original feedback confirmation and the follow up details that you decide is the appropriate level for your customers.
Benchmarking
Statistically it is proven that when your customer executives can see the performance of their peers they will work that little bit more to ensure they are near the top of the list or that they maintain their high performance.
For you this allows you to reward those high performing customer executives and also gives you the feedback needed to ensure you can train those customer executives that maybe are not meeting your defined kpi’s.
Payments and Security
When the customer submits the feedback they receive an email or an sms to their designated mobile or email address. This way customer executives cannot submit their own fake feedback.
When purchasing from Client Heartbeat your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact us support@feedbackexpert.pro
Please choose carefully. Before signing up it is your responsibility to make sure Client Heartbeat suits your needs. We do not give refunds if you change your mind or make a wrong decision.