Feedback Management Surveys

{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is CXone Feedback Management?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eAs a Voice of the Customer (VOC) application, CXone Feedback Management unlocks actionable insights to improve satisfaction, boost loyalty, and increase agent engagement. Feedback Management unleashes the power of customer insights to:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003ePut your feedback to work \u0026ndash; Close the loop with individual customers and transform experiences through unbiased customer feedback.\u003c/li\u003e\n\u003cli\u003eSee the bigger picture \u0026ndash; Go beyond the contact center to improve the entire customer journey.\u003c/li\u003e\n\u003cli\u003eAmplify coaching efforts \u0026ndash; Prepare agents with the personalized information and feedback they need to self-coach.\u003c/li\u003e\n\u003cli\u003eFocus improvement efforts \u0026ndash; Uncover blind spots in your customers\u0026rsquo; digital-first omnichannel experiences.\u003c/li\u003e\n\u003cli\u003eMake the digital journey smarter \u0026ndash; Stay in tune and use customer feedback to resolve issues faster.\u003c/li\u003e\n\u003cli\u003eShare important CX data \u0026ndash; Distribute the right data to the right people and departments across your entire organization.\u003c/li\u003e\n\u003c/ul\u003e\n"}},{"@type":"Question","name":"What Results are common with CXone Feedback Management?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003e\u003cu\u003eIncrease customer satisfaction\u003c/u\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eNICE VoC customers have seen a 35.5% improvement on customer ratings, according to Metrigy\u003csup\u003e2\u003c/sup\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cu\u003eMeasuring and improving agent performance\u003c/u\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWith a VOC program in the contact center, programs have seen a 32.8% improvement in agent efficiency\u003csup\u003e2\u003c/sup\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cu\u003eIncreasing revenue\u003c/u\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eCompanies with a VOC program have the potential to increase annual company revenue YoY by 35.8%\u003csup\u003e2\u003c/sup\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cu\u003eDecreasing costs\u003c/u\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eService costs can be reduced by as much as 15.3% YoY with a VOC program, according to Metrigy research\u003csup\u003e2\u003c/sup\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cu\u003eFeedback invitation response rates across channels:\u003c/u\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eEmail: 20%\u003c/li\u003e\n\u003cli\u003eIVR: 5-10%\u003c/li\u003e\n\u003cli\u003eWhatsApp: varies\u003c/li\u003e\n\u003cli\u003eWeb: varies\u003c/li\u003e\n\u003c/ul\u003e\n\u003cspan style=\u0022font-size: smaller;\u0022\u003eSource\u003cbr /\u003e\n\u003csup\u003e2\u003c/sup\u003e Metrigy 20222 MetriStar Awards, Category: Voice of the Customer Platforms\u003c/span\u003e"}},{"@type":"Question","name":"What Advanced Analytics does CXone Feedback Management offer?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n\u003cli\u003eLeverage deep and actionable insights with advanced analytics of customer feedback from the journey level to the individual customer, via:\n\u003cul\u003e\n\u003cli\u003eEmbedded recordings from CXone Recording uniquely provide context to understand feedback scores, closed loop action needs, and coaching opportunities quickly and easily\u003c/li\u003e\n\u003cli\u003eFeedback analytics feed CXone Quality Management dashboards and sampling plans for a \u0026ldquo;single pane of glass\u0026rdquo; understanding of agent performance\u003c/li\u003e\n\u003cli\u003eRole Specific Analytics with CSAT-driver and loyalty-driver correlations and other advanced analyses that identify the most effective strategic improvement actions that expand upon general-purpose transaction statistics such as CSAT scores\u003c/li\u003e\n\u003cli\u003eAll from one single technology and services provider, which cuts project risks and time to value while maximizing agility and ROI\u003c/li\u003e\n \u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"How does CXone Feedback Management support Real-Time Actions?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n\u003cli\u003eOperationalize insights at scale to close the loop quickly on customer issues, cut churn, and grow customer lifetime value\u003c/li\u003e\n\u003cli\u003eAct in real time on feedback and empower front line employee performance and prompt service recovery efforts, via:\n\u003cul\u003e\n\u003cli\u003eReal-Time Alerts\u003c/li\u003e\n\u003cli\u003eRole-Based Workflows\u003c/li\u003e\n\u003cli\u003eService Recovery Actions and post-action follow-up surveys\u003c/li\u003e\n\u003cli\u003eAll from one single technology and services provider, which cuts project risks and time to value while maximizing agility and ROI\u003c/li\u003e \n \u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What channels can I utilize with Feedback Management surveys?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eFeedback Management captures the Voice of the Customer with surveys through all CXone Digital channels \u0026ndash; more than two dozen digital channels including Teams, Slack, Instagram DM, Facebook Messenger, WeChat, YouTube, and Twitter \u0026ndash; in addition to chat, SMS, WhatsApp, email, and IVR.\u003c/p\u003e\n\u003cp\u003eClients who have both Feedback Management and Digital First Omnichannel can offer customized Feedback Management surveys for all digital channels.\u003csup\u003e1\u003c/sup\u003e ​Feedback Management surveys are now available as a weblink through all CXone Digital channels.\u003csup\u003e1\u003c/sup\u003e ​At the end of the chat, the customer receives a survey immediately and directly within the chat window.\u003c/p\u003e\n\u003cspan style=\u0022font-size: smaller;\u0022\u003eSource\u003cbr /\u003e\n\u003csup\u003e1\u003c/sup\u003e The ROI of VOC: Create happy customers, drive efficiency and improve financial results, Aberdeen Strategy \u0026 Research\u003c/span\u003e\n\n"}},{"@type":"Question","name":"How does Feedback Management integrate with CXone?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eIVR:\u003c/strong\u003e Transfer of data from the IVR to CXone Feedback Management to trigger surveys\n\u003cul\u003e\n\u003cli\u003eNo other off-shelf VoC solution can be integrated at this level.\u003c/li\u003e\n\u003cli\u003eAttempting to custom integrate with other VOC systems is costly and time consuming.\u003c/li\u003e\n\u003cli\u003eMost VOC solutions do not have integrated IVR feedback, though some may offer this through partners \u0026ndash; setup and change are typically difficult, slow, and costly.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eRecordings:\u003c/strong\u003e CXone call recording is embedded in CXone Feedback Management dashboard\u0026rsquo;s Survey Results pages (requires CXone Recording and CXone User Hub).\n\u003cul\u003e\n\u003cli\u003eThis unique capability eliminates the costly hunt in another system to find the right recording the matches a survey.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003ePersonalized:\u003c/strong\u003e\n\u003cul\u003e\n\u003cli\u003eLaunch personalized invitations based on CXone data such as the reason for the call, call disposition flagged by agent as needing feedback, and customer profile/demographics\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eQuality Management:\u003c/strong\u003e\n\u003cul\u003e\n\u003cli\u003eView data from CXone Feedback Management in CXone Quality Management\u003c/li\u003e\n\u003cli\u003eConfigurable, such as CSAT, NPS (Net Promoter Score), or other CXone Feedback Management survey-measured metric\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003ePerformance Management:\u003c/strong\u003e\n\u003cul\u003e\n\u003cli\u003eGet more transparency and insight into agent performance, including voice and digital channels.\u003c/li\u003e\n\u003cli\u003eDevelop and engage agents with proactive personalized coaching, based on actionable data.\u003c/li\u003e\n\u003cli\u003eProvide your supervisors with concise, actionable data to make impactful decisions, faster.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eFeedback Bot/Bot Builder:\u003c/strong\u003e\n\u003cul\u003e\n\u003cli\u003eDirectly embed Feedback Management Surveys within an assisted chat, so customers can leave a response immediately after receiving help from a chatbot\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"How does CXone Feedback Management trigger IVR surveys?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eCold Transfer:\u003c/strong\u003e The caller opts in or out before getting to the agent. After the call is over, the agent and customer hang up and we call back within 3-5 seconds.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eWarm Transfer:\u003c/strong\u003e At the end of the call the agent hangs up the call and transfers the caller to the survey without the caller hanging up the phone\u003c/li\u003e\n\u003c/ul\u003e\n"}},{"@type":"Question","name":"How does CXone Feedback Management export data into CRM (Customer Relationship Management)? How to import/export data?","acceptedAnswer":{"@type":"Answer","text":"\n\u003cul\u003e\n\u003cli\u003eCXone Feedback Management is integrated with Salesforce as well as a general-purpose API to import and export data, such as contact lists and closed-loop case management workflow status.\u003c/li\u003e\n\u003cli\u003eSurveys can be triggered by changes in Salesforce objects.\u003c/li\u003e\n\u003c/ul\u003e\n"}}]}