Actively listen to your customers
open a dialogue
SogoConnect enables you to collect feedback and take action with confidence, knowing every case will get the attention it deserves—alleviating the chance of important questions and concerns falling through the cracks.
Keep tabs on customer sentiment
with powerful tools
Make it easy
If a customer wants to reach you—whether to offer a compliment or share a complaint— they may begin visiting the customized feedback center on your website.
Keep all avenues open
Your customer may also reach out to you via email. Regardless, the customer’s feedback will be routed to SogoConnect to kick start the conversation.
We’ve heard you
Next, your customer sees a confirmation message and receives an automated response (if they chose to provide contact information— although you may also allow for anonymous feedback or Hidden customer submissions!).
Getting the message into the right hands
Your customer’s feedback is automatically routed to the right team for a more detailed response or resolution, if needed. If your customer mistakenly sent the message to the wrong area, it can be reassigned and re-routed.
The countdown begins
Customers expect (and deserve) a timely response to an inquiry or problem. Once a dialogue has been initiated, SogoConnect starts the clock, so your team will know exactly how long it is taking to respond.
Take it to the next level
Does the customer’s feedback require more TLC or need to be addressed quickly and carefully? Simply elevate the dialogue’s status to Critical—either manually or through system tagging—and the right team members will be alerted to this priority issue.
Now that the dialogue is in the right hands, it’s time to follow up. Your team can reply, ask for more information, schedule a meeting, or indicate that your company is working on the issue (and provide a timeline for resolution).
Wrap it up
Once the issue is resolved—and your customer is satisfied—you can mark the dialogue closed. Of course, the customer can always reopen the dialogue if she wishes. By “closing the loop,” you’ve done more than just collect feedback.
Stay ahead of the game
Throughout the process, you can see your team’s outreach efforts at a glance—and determine where strengths and weaknesses are. Spot trends and address problems before they get out of hand.