Even with today’s technology, so much of business is still about people. Chances are many parts of your business depend heavily on staff interacting directly with customers. Positive people interactions are great for customers, great for business, and something everyone wants from their product and service experiences.
However, negative people interactions can do tremendous damage to customer relationships and the business brand. Insufficient product knowledge, poor communication, unprofessionalism, unfriendliness, inattentiveness ... can really frustrate customers. Managers can't be in all places at all times, so how do you know when people are providing less than an ideal service experience?
We've made this easier than ever before with our new People Selector. Now when people fill out the survey app at the point of experience, they can simply select the picture of the person they interacted with. Other approaches to this problem ask you to enter the employee's name, which a lot of people just will not remember. Or they may mistype it and make your Reports really hard to understand later on. Or require employees to login which many workers forget or do not have the time.
All this customer experience information down to the individual employee level is automatically collected and generated in Reports in your Dashboard. Alerts can fire immediately to management if service is below a certain threshold. Many of the organizations we work with use this data to:
* Improve training & coach staff
* Intercept issues and intervene before they boil over on social media
* Identify top performers to emulate