Service Recovery alerts are generated automatically in response to a customer giving an overall satisfaction score below the Service Recovery Threshold configured in your Preferences (see here to learn more).

The purpose of the alert is to prompt the Support Lead (and Also Alerts) to contact the customer in order to acknowledge their concern, understand what happened and, if possible, make things right.

When this is done well, a complaint can be turned into a compliment and the customer converted from a Detractor into a Promoter. This practice is known as Service Recovery.

An alert consist of two things - an SMS message and a corresponding Service Recovery Report, emailed as a PDF attachment.

If there is at least one customer who has indicated they are unhappy on any given day, the relevant Support Lead(s) (and any Also Alerts) will receive a single text message the next day informing her of the number of unhappy customers there were.

At the same time, a corresponding Service Recovery Report will be emailed to the Support Lead(s) (and any  'Also Alerts') which provides the survey feedback given by the customer(s).

The Service Recovery Report includes a hyperlink for each survey response for entering Service Recovery Notes - a record of any conversation had with a customer as a result of service recovery.

When a Support Lead is notified via text message that there was at least one unhappy customer the previous day, a Service Recovery Report is emailed to them which provides more information on the feedback that was received.

The Service Recovery Report includes service recovery opportunities for all the Support Groups that a Contact is associated with, either as a Support Lead or Also Alert.

The Service Recovery Report provides:

1. The date the feedback was received.
2. The customer who provided the feedback and the Customer Segment they belong to (if provided).
3. The agent who resolved the ticket (if provided) and the Support Group the ticket was assigned to.
4. The ticket number that the feedback is concerning. This will be a hyperlink to the ticket in your Customer Support Software if a URL prefix has been setup in the Portal.
5. The experience factors chosen by the customer in response to Q2 of the survey and their overall rating.
6. Any verbatim feedback shared by the customer in response to Q3 of the survey.
7. Clicking on the pencil icon against the survey displays the Service Recovery Notes dialog box for this survey response.
8. Clicking on the pencil icon in the report title displays the Service Recovery Notes dialog box for all the survey responses in the report.
9. The name of the report recipient and the 24 hour period covered by the report.

Service Recovery is the practice of 'making things right' after a customer has had an unsatisfactory experience.

CIOPulse can be used to record notes on the service recovery actions taken by your Support Leads in response to feedback from an unhappy customer.

The dialog box for recording Service Recovery Notes for a survey response looks like this:

1. Survey response details, including the overall score and feedback from the customer.
2. The 'Ticket' label will be underlined and hyperlinked to the ticket record in your customer support system (if you have set this hyperlinking up).
3. The name of the person entering the notes. This defaults to the first of these that apply: The name of the person who is logged on; or, the name of the person the Service Recovery Report was sent to (only when the dialog box is accessed via the pencil icon next to the report title); or, the Support Lead of the Support Group. But the name can be edited to any name. This field is not validated (apart from being mandatory).
4. If you speak to the customer, tick the 'Spoke to customer?' checkbox. If you attempted to speak to the customer but were unable to (left a voicemail), leave this box blank.
5. Enter your notes here.
6. All three buttons save the notes entered in the Your Notes field. Only the highlighted button(s) can be clicked. The buttons that are highlighted will depend on how you accessed the Service Recovery Notes dialog box (see below).
7. A log of any previously entered notes. Previous notes cannot be edited. Notes will say "(Spoke? Yes)" or "(Spoke? No)" depending on the 'Spoke to customer?' checkbox

There are four ways to access the Service Recovery Notes dialog box for a survey response.

1. From the daily Service Recovery Report. Click on the pencil icon hyperlink at the report level or for an individual survey.
2. From the Survey Responses Report. When the report is accessed with the srn parameter in the URL, with a value of anything except srn=n. Click on the pencil icon hyperlink for any individual survey.
3. From the Survey Responses interactive dashboard (&dashid=SRES), there is a hyperlinked column named "SR" that takes you to the Service Recovery Notes dialog box.
4. Via bookmark or URL:

https://app.cio-pulse.com/service-recovery-notes?cpc={your Client Portal Code}

You must use any two of these three parameters, prefixing each parameter name with a &:

• rgid The Support Group Code of the Team or Department for whom feedback has been received.
• date The date feedback was received, yyyy-mm-dd.  The date must be in the time zone set in your instance preferences.
• tid The ticket ID of the ticket that feedback was received for.

When tid is specified (together with either rgid or date), the Service Recovery Notes dialog box will be displayed for this one survey response. The Previous and Next buttons will be inactive.

When rgid and date are specified together, the Service Recovery Notes dialog box will display the first survey response received on that day that requires service recovery. If there is more than response that requires recovery for that day, the Next and Previous buttons can be used to move through that feedback.

There are three ways to view the Service Recovery Notes for tickets:

1. By accessing the Service Recovery Notes dialog box as described above. Any notes that have already been entered for a survey will be shown at the bottom of the Service Recovery dialog box.

2. On the Survey Responses Report by using the srn parameter when requesting the report. Notes will be displayed when the srn parameter value is anything except n (srn=n tells CIOPulse not to show Service Recovery Notes on the report)

3. On the dashid=SRES interactive dashboard, there is a hyperlinked column named "SR" that takes you to the Service Recovery Notes dialog box. The latest Service Recovery Notes are also appended to the customer's feedback shown in the "Comments" column.

On both the Survey Responses Report and the interactive dashboard, surveys can be filtered according to their Service Recovery information. For the Survey Responses Report this is done using the srn parameter in the URL.  For the SRES interactive dashboard, this is done by using the ServiceRecoveryNotes filter.

The table below describes the effect of these filters: