ID612

Update Service & Sales Message with NPS Detractor Information

Output Type: Email

For clients using our closed call survey process (ID109), one of the most valuable pieces of data provided is whether a caller would or would not recommend you to a friend or colleague. This is called your NPS score, and it's very much in your best interest to turn any 'detractors' into 'promoters.' You do that by proving them wrong about the level and quality of your service. When a customer's last survey response contained a detractor-level score (7 or less) on the NPS question this alert will flag the customer inside eAutomate with a Service and Sales Message identifying them as a detractor, so that every time a new Service Call or Sales Order is opened for that customer you know you have to provide a perfect experience from first call to final outcome. These messages are seen every time a new transaction is opened. The alert will also provide an e-mail advising what Customer we are adding Messages to. See ID559 to provide an e-mail to tech and other concerned parties that a detractor call has been opened. To clarify the main difference between ID612 and ID559 is that ID559 can send an email to someone who may not be in eAuto, ID612 will add a sales and service message Dispatch can see while they are on the phone with the "Detractor".

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