SogoConnect

Closing the loop: How it works

With SogoConnect, you can invite your customers to engage with your company more actively through personalized and timely communication

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

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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. From there, they can choose from a menu of topics that will ensure their comment gets to the right person or team for follow-up.

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Keep all avenues open

Your customer may also reach out to you via email, a survey response, a form, or even in person. Regardless, the customer’s feedback will be routed to SogoConnect to kick start the conversation.

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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!). This lets your customer know that their feedback hasn’t fallen into a void and their comment is valued.

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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. Notes, attachments, and comments can also be added to supplement your customer’s message and give your internal team the information they need—all in one place.

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The countdown begins…

Now the clock has started. 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.

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Take it to the next level

Is this a critical issue? 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.

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The most important part: Follow-up

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). If you’re waiting for a response from the customer, or need more information from them, the clock stops. No matter what, your company is engaged and proactively addressing issues.

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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. Your customer is now more likely to do business with you again or spread the word about her positive experience.

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What’s next?

Your customer receives an automated message asking about their experience. Their feedback is a valuable piece of data that can help you improve your company’s outreach and customer service.

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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. Where are the delays? Which issues keep arising? It’s all right there, and with that kind of information, you can spot trends and address problems before they get out of hand.

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