{"id":2748,"date":"2016-03-09T02:47:47","date_gmt":"2016-03-09T07:47:47","guid":{"rendered":"http:\/\/www.sogolytics.com\/blog\/?p=2748"},"modified":"2024-03-28T08:23:31","modified_gmt":"2024-03-28T12:23:31","slug":"how-to-improve-customer-service-using-sogosurveys-rules-and-alerts-feature","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/how-to-improve-customer-service-using-sogosurveys-rules-and-alerts-feature\/","title":{"rendered":"How to Improve Customer Service Using Sogolytics\u2019s Rules and Alerts Feature"},"content":{"rendered":"

One hallmark of outstanding customer service is the speed at which a business responds. If you have thought of Sogolytics purely as a data-gathering tool for trend analysis, it may not have occurred to you to use the software as a tool to improve the relationship with your customers.<\/strong><\/p>\n

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Most of the time, customers view Sogolytics as a way to gather information for later, thoughtful analysis. And we certainly are great at that!<\/p>\n

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But with Sogolytics\u2019s \u201crules and alerts\u201d feature<\/a>, you don\u2019t have to wait for \u201clater\u201d to take decisive action. You can respond to a situation immediately based on a survey participant\u2019s individual responses. That\u2019s immensely useful.<\/p>\n

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It\u2019s always been important to contact disgruntled customers and to address their concerns, but in recent years, speed-of-response has become even more important. It\u2019s no longer an issue of darkly muttered complaints to a few people; nowadays, upset customers may complain on social media. Sometimes those complaints go viral.<\/p>\n

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Worse: Even though the number of social media complaints are on the rise<\/a>, Twitter, Facebook, and other social media are far from the best way for an organization to respond. Or at least businesses don\u2019t actually do so, according to Maritz and Evolve. Their research discovered that only 29% of 1,298 Twitter complainants had the company reply to their gripes. And yet we all know that a company that reaches out as soon as it learns about a problem can turn around the entire customer experience.<\/p>\n

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Your Survey Data Captures Dissatisfaction<\/span><\/h3>\n

You already know that it makes sense to do customer surveys to judge how well you\u2019re satisfying customers. One advantage to using Sogolytics is that it makes it easy to send an email alert so you can respond in a flash.<\/p>\n

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The basic structure is as simple as this:<\/p>\n