Uncover Real-Time Customer Sentiment After Every Support Interaction
NPS linked to contact interactions.
Because they work directly with AskNicely, your Freshdesk lists and reports can be used to gauge post-ticket customer sentiment in real time. Combine NPS data with other data points in Freshdesk to immediately address unhappy customers or to nurture satisfied customers into becoming valuable repeat business or referrals.
Picture closing a Freshdesk ticket for a customer who was unhappy with an experience in your online store. A simple, one-click NPS survey is automatically sent out immediately afterward. The customer gives you a 7 or 8 (passive score), which triggers an alert to have a manager work directly with the right person to fix the issue. Or another possibility: The survey returns with a 9 or 10 (promoter score) and the customer leaves a comment that the service was excellent. You can trigger a workflow to thank that customer or encourage them to post a positive review on a site like Yelp or Google. Finally, if the triggered survey should come back with a zero through 6 (detractor score), you can trigger a new escalation ticket and have a supervisor reach out to see what the consumer still needs.
Respond to feedback individually, or at scale.
With AskNicely and Freshdesk, account managers can see NPS feedback from customers in their accounts, and close the loop on at-risk customers. Use your existing Freshdesk workflows to act on dissatisfied accounts, open new tickets, and drive prompt follow-up. Because all of your contacts in Freshdesk will have NPS data attached to their record, it’ll be easy to set up automatic responses to deal with promoters or detractors differentially at scale.
AskNicely pulls in custom field data from Freshdesk, which means any of the dashboards in AskNicely can be filtered by the data points that matter to your business. You can filter NPS results by region, agent, product… in fact, by any field in your Freshdesk contact record. With mobile and desktop dashboards for everyone from CX managers to CEOs, and digital leaderboard displays for front-line teams, AskNicely with Freshdesk puts customer happiness front and center.
Help and Support:
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