When a customer leaves a piece of negative feedback, it is flagged within Stella Connect and an alert is sent to the team leader. A new ticket is automatically created so you can determine the best course of action.
Team leaders can triage all new service recovery tickets to determine whether it is appropriate to follow-up directly with the customer. If it is, the ticket is assigned so the agent or team leader can take the next step.
After the customer has been re-contacted and the new ticket is closed, you can automatically trigger a follow-up Stella Connect request. This measures the change in customer sentiment and reveals the impact of your service recovery program.
Service Recovery dashboards let you look at your service recovery funnel to track the performance of the program.
“Launching our service recovery program has driven measurable change across our contact center. Agents are more aware of the impact of delivering poor service experiences and this has resulted in proactive improvements in service delivery, which means higher quality experiences for customers.”