As part of your company's Customer Engagement Program, you may be assigned a ticket to have conversations with customers that can provide valuable insight to help your company identify opportunities for growth and strengthen relationships.
To start working on a ticket, navigate to the home page and select the Tickets tab.
This page displays a list of tickets sorted chronologically. You can adjust how the tickets are displayed using the filter options in the left-hand sidebar. (Check out this article for more information on filtering the Tickets page.)
Clicking on a ticket opens a right-hand sidebar with the ticket details, including Ticket Status, Responses, Participant info, and Follow Up assignment. To open the ticket in a separate window, click the arrow icon at the end of the line.
The Responses tab of the ticket is a summary of the participant's answers to the survey. Use this section to quickly skim the customer's responses and plan potential points of discussion for your follow-up call.
The Participant tab displays information about the participant. It includes when the survey was completed and the customer's answer to the Likelihood to Recommend question. This can serve as a quick gauge of the customer's overall experience with your company or program.
Note: Participant details (e.g., job position, company, industry, etc.) are configured during the survey setup process. For questions on participant details, contact your program administrator.
The Follow Up tab shows the name of the team member who is responsible for completing follow-up on the ticket. If you need to assign the ticket to someone else on your team, start typing the individual's name in the Assigned to field and select them from the drop-down. (Users in the role of Survey Admin have the ability to reassign any ticket in the platform.)
This tab is also where you check off the appropriate Outcomes categories for the ticket and add Notes about the conversation you had with a customer about their experience and their survey responses. (For more information on having quality conversations with customers, check out the resources below.)
When you're finished updating or reviewing the ticket, save your changes by selecting to Save as New, Open, or Closed.
Tips for Discussion
When following up on a ticket, remember to speak clearly, listen actively, and empathize with the customer, especially if their experience could have been better. Use notes to capture key points of the discussion and outline any actionable items for the future. Spend some time with the following resources for more information on how to have effective conversations with customers: