feedback ferret - taking action
Post on 18-Dec-2014
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© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Focused on what your customers say, not the boxes they tick
A powerful tool which enables you to gather, analyse, report and act on ‘Voice of Customer’ feedback to improve your Customer Experience
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
Feedback Ferret – how it works
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GATHER FEEDBACK
REPORT & ACT• Integrated suite of reporting tools • Insight to the right people across the
business• Act quickly to improve customer
experienceFerret Dashboard• Web based or PDF • Quick insight into outlet
results
Ferret Analytics• Web-based interactive
analysis module
Ferret Alert• Immediate copy of feedback
via SMS text or email to outlets, etc
Ferret Respond• Manage ‘closed-loop’ follow-
up contacts• Workflow customized to
your requirements
Ferret Review• Rapid manual checking and
routing of feedback for actions
Ferret Export• Export to CRM systems,
Data Warehouse, etc
Salesforce.com, Microsoft Excel, SAP and Siebel are all registered trademarks of those respective companies
• Understand what your customers are telling you – in their own words
• Custom topics for your business
• Identify the issues behind dissatisfaction and defection
• Real-time analysis for fast insight and actions
FEEDBACK ANALYSIS
Ferret Engine: High Accuracy Text Analytics
• Multi-channel
• Any format
• Comments + scores
• Any language
Surveys
Mobile & tablet
In-store feedback
Social Media
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Prioritise and take actions
Using insight from customer feedback
for superior business decisions to improve your customer experience
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Voice of Customer Strategy
7 Key Steps for using customer feedback to improve Customer Experience
1. Contacting customers – acknowledging customers in a timely way to build emotional loyalty:– Resolve ‘Hot Alert’ issues
– Thank them for their positive feedback
2. Doing more of the things that customers love
3. Stop doing things that annoy customers
4. Change customer communications and marketing actions
5. Change products, processes, services
6. Change staffing, recruitment, training, resources
7. Tracking trends of key indicators:- – Ensure things move in the right direction
– Identify any new issues to continuously meet customer needs
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Creating Value from Customer Insight
Use Voice of Customer feedback to manage your business. Prioritise business decisions that will improve customer experience and deliver a real financial return to your organisation.
Feedback Ferret is the enabling technology that helps you to identify and prioritise the actions needed to meet your customer expectations. Maximize ROI through the best
allocation of your time, people and financial investments.
Improve quality and design features
Change or add products and services
Re-set / manage customer expectations
Improve marketing messages and offers
Training
Resource allocation
Staff recognition & rewards
Recruitment
Acknowledge customer concerns
Supply chain / availability
Change or add products and services
Close the loop with real-time responses to critical issues Security and privacy issues
Opening hours and customer access channels
Returns / refund policies and process
Rapid feedback to design and manufacturing
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Actionable Insight - Overview
Ferret Respond Ferret Export
• Ferret Respond enables real-time “close the loop” communication with customers to act on ‘Hot Alerts’ in their feedback.
• Intelligent routing of customer feedback with specific issues extracted from their open-ended comments.
• Multiple “Queues” with custom workflow for your business requirements.
• Record the actions taken.• Monitor performance levels of Queue
owners.
• Automated data exports to CRM or reporting systems to maximize the value of the Ferret feedback analysis.
• Real-time or batch outputs.• Customized to work with your
existing processes and tools.
DWH
call
Social media
Meet
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
Actionable Insight – Ferret Respond: Overview
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Real time communication with customers to “close the loop” on ‘Hot Alerts’ in feedback
comments.Gathering FeedbackAutomated Text Analysis Response Centre Module
• Intelligent routing of customer feedback.
• Filter on specific topics, sentiment, survey scores and/or other customer data attributes.
• Optional ‘Review Centre’ module to eyeball all records before extraction.
• Multiple “Queues” each with custom workflow to meet your business requirements.
• Alerts via email and SMS to Queue owners for new records, out-of-time actions, etc.
• Record and monitor the actions taken.
• Multi-channel feedback. • Fast, accurate text analytics.
Customer Service
Outlets
Legal Affairs
Compliance
Department heads
Manufacturing /Engineering
Example Queues…
Alert
Read & Review
Contact / Action
Record
Monitor
Learn
Improve
Actions…
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
Actionable Insight - Ferret Respond: Overview
Queues / Task List• Real time automated intelligent routing of feedback records into user
“Queues”.• Filter records on specific topics, sentiment, survey scores and/or other
customer data attributes for “closed loop” follow-up actions.• Each Queue has its own workflow rules.• Set deadlines for completion each Queue action, with alerts and escalation
notifications.
Task details• Displays summary of each customer’s feedback information.• Quick snapshot of customer profile and feedback details to assist rapid and
relevant response.
Record an Activity• Track and monitor actions taken for future reference and analysis.• Users can set reminder dates for “brought forward” actions.• Re-assign records to other Queues.
Completed Tasks• Comments and activity notes are easily accessible for future reference.• Allows for multiple actions for each customer.• Visible across different hierarchies of the organization – all accessible via web
interface.
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© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
Actionable Insight - Ferret Respond: Task List
Intelligent real-time routing of feedback data into the Response Centre Task Lists
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Feedback records are automatically added to the ‘Unassigned’ tab in the Task list according to automated filtering rules set-up in the configuration.
This could be all records, or those selected on the basis of specific topics in the comments, rating scores, etc.
Alerts are sent by email and/or SMS to users when new records are added to their Queue.
Alerts can also be sent when deadlines for completion are approaching, or have been exceeded. Escalation notices can also be sent elsewhere in the business when deadlines are missed.
User takes ownership of selected records, ready to act on the feedback….
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
Actionable Insight - Ferret Respond: Task DetailsReporting and communication tools enable Response Centre users close the loop with individual customers, and to monitor the actions taken
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Clicking on the customer’s email address will enable the user to trigger an email from their own email client to the customer.
Clicking on a Twitter address or other social media source URL can also enable direct contact or posting to the customer via those channels
Opening the individual feedback record enables the user to see the feedback information, and to record any actions taken with the customer.
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Actionable Insight - Ferret Respond: record an activity
Here, the user can quickly make a note of actions taken with a customer, and then either close the case, or set a next action date, which will add the record back into the ‘New’ Task List with the brought-forward date set by the user
Recording an activity with the customer
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Actionable Insight - Ferret Respond : review historic actions
Each feedback record may have multiple Activities recorded against it. These can be viewed in the ‘Previous Activities’ list
All Response Centre records can be viewed at Outlet level, or at a rolled-up level at Region or HQ level, depending on the access rights of the users.
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Actionable Insight - Ferret Review
Optional module to enable fast and easy visual checking of feedback records before export to downstream module or
user.
• Automatically allocate candidate records into Queues for the user(s) to check.
• Enables manual checking of text analysis results as well as other data linked to the customer.
• Rapid decision for ‘pass’ or ‘hold’ the record from next steps, such as allocation to Ferret Respond or automated export.
• Web-based – can be operated from any location.
• Client action or Feedback Ferret operations.
Simple web view to enable fast visual checking and approval of feedback records for subsequent action.
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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In summary…
Feedback Ferret puts customer feedback into the hands of the people in your organization who can act on it to improve customer experience.
• Listen: Let your customers tell you what they need.
• Analyze: Understand what they are saying.
• Insight: Go beyond simple survey scores – understand the reasons behind your ratings; use the insight to drive real improvements in your customer experience.
• Act: take action - real time.
• Payback: Retain more customers, improve word of mouth, deliver measurable ROI.
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Ferret Fans
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Contact details
UK / Head Office
Piers Alington
Managing Director
Feedback Ferret Ltd
The Old Barrel Store
Draymans Lane
Marlow
SL7 2FF
United Kingdom
+44 (0) 1628 681 088
piers.alington@feedbackferret.com
North America
Kate Handley
Vice President, Client Services
Feedback Ferret, Inc.
150 North Michigan Avenue
Suite 2800
Chicago
IL 60601
United States of America
1 (312) 291 4629
kate.handley@feedbackferret.com
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South Africa
Jason Wilford
CEO
Feedback Ferret South Africa (Pty) Ltd
352 Angus Crescent
Northlands Business Park
Newmarket Street
North Riding
2169 South Africa
+27 (0) 11 251 1980
infoSA@feedbackferret.com
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