Feedback Channels FERRET GUIDE
How do you get the feedback? Reaching people on the right channel at the right moment has never been more important. Ideally, feedback can be captured at any touch-point, at any time; giving you more insight, more often. Feedback Ferret can analyse your existing customer comments, or can gather feedback from any of the following channels: Email / Web Surveys SMS Surveys Website Feedback Devices at Point of Sale Online Reviews Social Media / Forums IVR Telephone Surveys & Voicemail Web Chat Voice of Employee And in any language 2
Email / Web Surveys Delivered to inboxes Single or multiple questions. Verbatim comments to explain their rating score. Triggered by outbound email invitation with link to online form. SMS Surveys Single or multiple questions. Verbatim comments to explain their rating score. Triggered by outbound SMS invitation, or publish long or short numbers for giving feedback. Website Feedback extracts the actionable and useful information from website user experience feedback to drive Hot Alerts and other actions through Ferret tools. 3
Devices at Point of Sale (keyboard and tablet) Dedicated units for capture of feedback in retail outlets, events, etc. Keyboards are robust and hard-wearing. Optimized for quick and easy feedback gathering at point of sale. Complete service from Feedback Ferret. Online Reviews extracts the actionable and useful information from online reviews to drive Hot Alerts and other actions through Ferret tools. Social Media / Forums Collect Social Media data as part of your overall mix of customer feedback. extracts the actionable information from the universe of Social Media noise to drive Hot Alerts and other actions through Ferret tools. Use Feedback Ferret to deep dive into specific issues on social media. 4
IVR Telephone Surveys & Voicemail Gather feedback from IVR telephone feedback, including scores and recorded voice messages. Simple inbound voice messages. The Ferret takes the audio recordings and transcribes them to text within seconds. Full text analytics is completed within minutes and uploaded to the Ferret reporting and action tools. You never ring back on any of the call requests through your internet, then when I do talk to your representatives that I've had to call 3 times to get to then they cant tell me what I'm looking for is on the internet because its not there. So the internet is not up to date, the call backs don't happen and yeah, not very helpful at all. Web Chat extracts the actionable and useful information from web chat conversations to drive Hot Alerts and other actions through Ferret tools. Voice of Employee Add employee feedback to the mix for even deeper insight into customer experience. Using existing feedback channels makes it easy to achieve and consolidating staff feedback with the whole, gives you a 360 degree view. Capture valuable feedback from your frontline staff about their experience with customers. With regards to the IT department, people would be a lot happier if somebody could physically walk over to your machine to fix in a matter of minutes rather than logging a ticket in another country, it taking hours to resolve and you have to follow the response yourself in order to fix. Let staff use all the feedback channels make it quick and easy for them to give feedback. Consolidate employee feedback with all other feedback channels to get a comprehensive view of customer issues. 5
Contact www.feedbackferret.com UK / Head Office USA Piers Alington Managing Director Feedback Ferret Ltd The Old Barrel Store Draymans Lane Marlow SL7 2FF +44 (0) 1628 681 088 info@feedbackferret.com South Africa Kate Handley Vice President, Client Services Feedback Ferret, Inc. 150 North Michigan Avenue Suite 2800 Chicago, IL 60601 +1 (312) 291 4629 infousa@feedbackferret.com Poland Jason Wilford CEO Feedback Ferret SA (Pty) Ltd 3 Waterford Office Park Waterford Drive, Fourways, 2055 Gauteng +27 (0) 11 2511980 infosa@feedbackferret.com Grzegorz Popek Feedback Ferret c/o SmartLife Polska, a division of Retail Partner Polska Group ul. 25 Stycznia 18, 62-080 Tarnowo Podgórne +48 (509) 445 564 infopl@feedbackferret.com Feedback Ferret and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd. 6