{"id":48852,"date":"2020-10-21T22:38:24","date_gmt":"2020-10-22T02:38:24","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=48852"},"modified":"2024-01-10T15:07:26","modified_gmt":"2024-01-10T20:07:26","slug":"meet-sogoconnect-the-basics-of-closed-loop-feedback-management","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/meet-sogoconnect-the-basics-of-closed-loop-feedback-management\/","title":{"rendered":"Meet SogoConnect: The Basics"},"content":{"rendered":"

Don\u2019t get us wrong \u2013 we totally love feedback.<\/p>\n

<\/div>\n

What we don\u2019t love, though, is feedback that\u2019s disregarded, second-guessed, or just totally ignored. Why bother asking questions or seeking feedback if you\u2019re not going to do anything with the responses?<\/p>\n

<\/div>\n

By now, you get it: You need to close the loop.<\/a> Still, a ticketing system<\/a> can sometimes seem a little impersonal.<\/p>\n

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What\u2019s next? Meet SogoConnect.<\/p>\n

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\"SogoConnect<\/div>\n
<\/div>\n

Start the Conversation<\/h2>\n
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How does it start? Dialogue.<\/p>\n

<\/div>\n

Dialogue begins anywhere \u2013 a survey response, a website form, or even \u2013 imagine! \u2013 in real life. Someone in your community \u2013 customer, employee, vendor \u2013 has feedback \u2013 question, concern, suggestion \u2013 and that message kicks off the flow.<\/p>\n

<\/div>\n

A key question here: Should people be able to send in messages without sharing their contact details? You decide. It\u2019s true that anonymity can empower more candid feedback, but those who share contact details can \u2013 and should \u2013 expect a direct response. You may choose to allow completely anonymous submissions, but then you won\u2019t be able to follow up directly. Want the best of both worlds? Enable responses but hide identities by allowing Hidden Customer submissions.<\/p>\n

<\/div>\n

Once the message is submitted, an automatic confirmation message is displayed and a follow-up email is sent \u2013 if an email address was provided. This helps to set expectations about what\u2019s up next.<\/p>\n

<\/div>\n
\"SoGoConnect<\/div>\n
<\/div>\n

Who\u2019s On First?<\/h2>\n
<\/div>\n

Once the message comes in, the clock is ticking. Whether or not a response is expected \u2013 or possible \u2013 it’s important to get the message to the right team\/individual as quickly as possible.<\/p>\n

<\/div>\n

While your customer might have easily sent a message to the wrong area, if that message comes to you, you own it. At the very least, you own getting it to the right team. Reassign that message, then sit back.<\/p>\n

<\/div>\n

If it comes to you, do something! If you need to have an internal conversation before you follow up, add other people to the message so they can weigh in as needed. Share attachments, make decisions \u2013 whatever you need to do before you respond, avoiding too much back-and-forth with your customer.<\/p>\n

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\"SoGoConnect<\/div>\n
<\/div>\n

What\u2019s Next?<\/h2>\n
<\/div>\n

If the submission is anonymous, share the message with the right people on your team, and maybe mark the content for inclusion in your next FAQ or blog post. Close it up, and move on.<\/p>\n

<\/div>\n

If it\u2019s a Hidden Customer submission, you can hit reply, sending a message back to \u2013 well, whoever!<\/p>\n

<\/div>\n

If email address and\/or phone number were included, you can reply or call back, even scheduling an in-person meeting or other follow-up.<\/p>\n

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\"SoGoConnect<\/div>\n
<\/div>\n

But Is That It?<\/h2>\n
<\/div>\n

When replying, you have a few options.<\/p>\n

<\/div>\n

If you\u2019re just letting the customer know that you\u2019re still working on it \u2013 totally reasonable \u2013 you can send your reply as In Progress. The clock\u2019s still ticking, but it makes sense to provide reassurance and an updated timeline, if needed.<\/p>\n

<\/div>\n

In some cases, you need more information to be able to respond appropriately. For example, if a customer has feedback about a bus that was late or a support team member who was extremely helpful but they don\u2019t tell you which bus or which team member, it\u2019s hard to follow up. Respond as Pending Details and the clock stops until the customer replies.<\/p>\n

<\/div>\n

If you feel like your response closes the loop and provides any necessary resolution, send the reply as Closed. The clock stops. If the customer disagrees, they can respond and re-open the conversation.<\/p>\n

<\/div>\n
\"SoGoConnect<\/div>\n
<\/div>\n

And Then What?<\/h2>\n
<\/div>\n

Once the conversation is closed, choose whether to send a follow-up email to the customer asking about their satisfaction with the experience. Ratings and any responses are associated with the same message within the platform, then all the data gets collecting in one impressive-looking dashboard.<\/p>\n

<\/div>\n

Want to drill down on which teams are seeing the most feedback, which individuals have the lowest response times, and who has the highest ratings? It\u2019s all there. Slice and dice across topics and feedback types, sources and time frames, and plenty more.<\/p>\n

<\/div>\n
\"SoGoConnect<\/div>\n
<\/div>\n

There\u2019s plenty more to explore with SogoConnect, but the concept is simple: Following up with those who share feedback just makes sense. A systematic approach that encourages collaboration, tracks efficiency, and protects the security of your data? That makes even more sense.<\/p>\n

<\/div>\n

Learn more in this series, and join an upcoming webinar<\/a> to see for yourself why closing the loop inspires better dialogues.<\/p>\n","protected":false},"excerpt":{"rendered":"

Don\u2019t get us wrong \u2013 we totally love feedback. What we don\u2019t love, though, is feedback that\u2019s disregarded, second-guessed, or just totally ignored. Why bother asking questions or seeking feedback if you\u2019re not going to do anything with the responses? By now, you get it: You need to close the loop. Still, a ticketing system can sometimes seem a little impersonal. What\u2019s next? Meet SogoConnect. Start the Conversation How does it start? Dialogue. Dialogue begins anywhere \u2013 a survey response, a website form, or even \u2013 imagine! \u2013 in real life. Someone in your community \u2013 customer, employee, vendor \u2013 has feedback \u2013 question, concern, suggestion \u2013 and that message kicks off the flow. A key question here: Should people be able to send in messages without sharing their contact details? You decide. It\u2019s true that anonymity can empower more candid feedback, but those who share contact details can \u2013 and should \u2013 expect a direct response. You may choose to allow completely anonymous submissions, but then you won\u2019t be able to follow up directly. Want the best of both worlds? Enable responses but hide identities by allowing Hidden Customer submissions. Once the message is submitted, an automatic confirmation message is displayed and a follow-up email is sent \u2013 if an email address was provided. This helps to set expectations about what\u2019s up next. Who\u2019s On First? Once the message comes in, the clock is ticking. Whether or not a response is expected \u2013 or possible \u2013 it’s important to […]<\/p>\n","protected":false},"author":15,"featured_media":5056,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204,205],"tags":[425,544,549,543],"yoast_head":"\nMeet SogoConnect: The Basics - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Collecting feedback starts with a single comment, but inspiring trust requires closing the loop. 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