SMS Alerts
SMS alerts can be generated automatically in response to a customer providing a Compliment, Complaint or Suggestion ("CCS feedback").
Using the Portal, CCS alerts can be turned off completely or configured to send them for:
- Complaints only
- All feedback (Complaints, Compliments and Suggestions)
- Feedback where the customer has asked to be contacted
This can be done in the Portal by simply editing the 'CCS Alerts?' field within your Organisation Preferences.
The purpose of the alert is to prompt the Support Lead into contacting the customer in order to thank them for their feedback, and, if required/possible, acknowledge their concern and make things right.
Acknowledging customer feedback demonstrates to your customers that you care and that their feedback is genuinely important to you. If you never turn feedback into action, do not expect your customers to continue sharing feedback with you.
An alert consist of two things - a text message and a corresponding report, emailed as a pdf attachment.
If there is at least one customer who has provided CCS feedback (of the type set in the 'CCS Alerts?' field in the Portal), the relevant Support Lead will receive a text message the next day informing him/her that feedback had been received on the previous day.
A corresponding report will be emailed to the Support Lead which provides useful information on the actual feedback given by the customer.
In your Organisation Preferences in the Portal you can set Weekend Alerts to No. In this case, any SMS alerts that would normally be sent on Saturday or Sunday will be deferred for delivery on Monday
Daily CCS Report
When a Support Lead is notified via SMS message that there was some CCS feedback on the previous day, a CCS report is emailed to them which provides more information on the feedback that was received.
The CCS report provides:
- The date the CCS feedback was received.
- The name of the Support Group (as specified in the
rgidfield of the CCS form URL). - The reference number for the feedback (this number is automatically generated by CIOPulse)
- The type of feedback - Compliment, Complaint or Suggestion. Feedback is colour-coded based on this type - Green for Compliments, Red for Complaints and Blue for Suggestions.
- Whether or not the customer wants to be contacted in relation to this feedback.
- Customer contact details provided by the customer if they want to be contacted (or are happy to be contacted).
- The customer's verbatim feedback
