feedback ferret - taking action

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

1

Focused on what your customers say, not the boxes they tick

A powerful tool which enables you to gather, analyse, report and act on ‘Voice of Customer’ feedback to improve your Customer Experience


Feedback Ferret – how it works

2

GATHER FEEDBACK

REPORT & ACT• Integrated suite of reporting tools • Insight to the right people across the

business• Act quickly to improve customer

experienceFerret Dashboard• Web based or PDF • Quick insight into outlet

results

Ferret Analytics• Web-based interactive

analysis module

Ferret Alert• Immediate copy of feedback

via SMS text or email to outlets, etc

Ferret Respond• Manage ‘closed-loop’ follow-

up contacts• Workflow customized to

your requirements

Ferret Review• Rapid manual checking and

routing of feedback for actions

Ferret Export• Export to CRM systems,

Data Warehouse, etc

Salesforce.com, Microsoft Excel, SAP and Siebel are all registered trademarks of those respective companies

• Understand what your customers are telling you – in their own words

• Custom topics for your business

• Identify the issues behind dissatisfaction and defection

• Real-time analysis for fast insight and actions

FEEDBACK ANALYSIS

Ferret Engine: High Accuracy Text Analytics

• Multi-channel

• Any format

• Comments + scores

• Any language

Surveys

Mobile & tablet

In-store feedback

Social Media


3

Prioritise and take actions

Using insight from customer feedback

for superior business decisions to improve your customer experience


4

Voice of Customer Strategy

7 Key Steps for using customer feedback to improve Customer Experience

1. Contacting customers – acknowledging customers in a timely way to build emotional loyalty:– Resolve ‘Hot Alert’ issues

– Thank them for their positive feedback

2. Doing more of the things that customers love

3. Stop doing things that annoy customers

4. Change customer communications and marketing actions

5. Change products, processes, services

6. Change staffing, recruitment, training, resources

7. Tracking trends of key indicators:- – Ensure things move in the right direction

– Identify any new issues to continuously meet customer needs


5

Creating Value from Customer Insight

Use Voice of Customer feedback to manage your business. Prioritise business decisions that will improve customer experience and deliver a real financial return to your organisation.

Feedback Ferret is the enabling technology that helps you to identify and prioritise the actions needed to meet your customer expectations. Maximize ROI through the best

allocation of your time, people and financial investments.

Improve quality and design features

Change or add products and services

Re-set / manage customer expectations

Improve marketing messages and offers

Training

Resource allocation

Staff recognition & rewards

Recruitment

Acknowledge customer concerns

Supply chain / availability

Change or add products and services

Close the loop with real-time responses to critical issues Security and privacy issues

Opening hours and customer access channels

Returns / refund policies and process

Rapid feedback to design and manufacturing


6

Actionable Insight - Overview

Ferret Respond Ferret Export

• Ferret Respond enables real-time “close the loop” communication with customers to act on ‘Hot Alerts’ in their feedback.

• Intelligent routing of customer feedback with specific issues extracted from their open-ended comments.

• Multiple “Queues” with custom workflow for your business requirements.

• Record the actions taken.• Monitor performance levels of Queue

owners.

• Automated data exports to CRM or reporting systems to maximize the value of the Ferret feedback analysis.

• Real-time or batch outputs.• Customized to work with your

existing processes and tools.

DWH

email

call

Social media

Meet


Actionable Insight – Ferret Respond: Overview

7

Real time communication with customers to “close the loop” on ‘Hot Alerts’ in feedback

comments.Gathering FeedbackAutomated Text Analysis Response Centre Module

• Intelligent routing of customer feedback.

• Filter on specific topics, sentiment, survey scores and/or other customer data attributes.

• Optional ‘Review Centre’ module to eyeball all records before extraction.

• Multiple “Queues” each with custom workflow to meet your business requirements.

• Alerts via email and SMS to Queue owners for new records, out-of-time actions, etc.

• Record and monitor the actions taken.

• Multi-channel feedback. • Fast, accurate text analytics.

Customer Service

Outlets

Legal Affairs

Compliance

Department heads

Manufacturing /Engineering

Example Queues…

Alert

Read & Review

Contact / Action

Record

Monitor

Learn

Improve

Actions…


Actionable Insight - Ferret Respond: Overview

Queues / Task List• Real time automated intelligent routing of feedback records into user

“Queues”.• Filter records on specific topics, sentiment, survey scores and/or other

customer data attributes for “closed loop” follow-up actions.• Each Queue has its own workflow rules.• Set deadlines for completion each Queue action, with alerts and escalation

notifications.

Task details• Displays summary of each customer’s feedback information.• Quick snapshot of customer profile and feedback details to assist rapid and

relevant response.

Record an Activity• Track and monitor actions taken for future reference and analysis.• Users can set reminder dates for “brought forward” actions.• Re-assign records to other Queues.

Completed Tasks• Comments and activity notes are easily accessible for future reference.• Allows for multiple actions for each customer.• Visible across different hierarchies of the organization – all accessible via web

interface.

8


Actionable Insight - Ferret Respond: Task List

Intelligent real-time routing of feedback data into the Response Centre Task Lists

9

Feedback records are automatically added to the ‘Unassigned’ tab in the Task list according to automated filtering rules set-up in the configuration.

This could be all records, or those selected on the basis of specific topics in the comments, rating scores, etc.

Alerts are sent by email and/or SMS to users when new records are added to their Queue.

Alerts can also be sent when deadlines for completion are approaching, or have been exceeded. Escalation notices can also be sent elsewhere in the business when deadlines are missed.

User takes ownership of selected records, ready to act on the feedback….


Actionable Insight - Ferret Respond: Task DetailsReporting and communication tools enable Response Centre users close the loop with individual customers, and to monitor the actions taken

10

Clicking on the customer’s email address will enable the user to trigger an email from their own email client to the customer.

Clicking on a Twitter address or other social media source URL can also enable direct contact or posting to the customer via those channels

Opening the individual feedback record enables the user to see the feedback information, and to record any actions taken with the customer.


11

Actionable Insight - Ferret Respond: record an activity

Here, the user can quickly make a note of actions taken with a customer, and then either close the case, or set a next action date, which will add the record back into the ‘New’ Task List with the brought-forward date set by the user

Recording an activity with the customer


12

Actionable Insight - Ferret Respond : review historic actions

Each feedback record may have multiple Activities recorded against it. These can be viewed in the ‘Previous Activities’ list

All Response Centre records can be viewed at Outlet level, or at a rolled-up level at Region or HQ level, depending on the access rights of the users.


13

Actionable Insight - Ferret Review

Optional module to enable fast and easy visual checking of feedback records before export to downstream module or

user.

• Automatically allocate candidate records into Queues for the user(s) to check.

• Enables manual checking of text analysis results as well as other data linked to the customer.

• Rapid decision for ‘pass’ or ‘hold’ the record from next steps, such as allocation to Ferret Respond or automated export.

• Web-based – can be operated from any location.

• Client action or Feedback Ferret operations.

Simple web view to enable fast visual checking and approval of feedback records for subsequent action.


14

In summary…

Feedback Ferret puts customer feedback into the hands of the people in your organization who can act on it to improve customer experience.

• Listen: Let your customers tell you what they need.

• Analyze: Understand what they are saying.

• Insight: Go beyond simple survey scores – understand the reasons behind your ratings; use the insight to drive real improvements in your customer experience.

• Act: take action - real time.

• Payback: Retain more customers, improve word of mouth, deliver measurable ROI.


15

Ferret Fans


16

Contact details

UK / Head Office

Piers Alington

Managing Director

Feedback Ferret Ltd

The Old Barrel Store

Draymans Lane

Marlow

SL7 2FF

United Kingdom

+44 (0) 1628 681 088

[email protected]

North America

Kate Handley

Vice President, Client Services

Feedback Ferret, Inc.

150 North Michigan Avenue

Suite 2800

Chicago

IL 60601

United States of America

1 (312) 291 4629

[email protected]

Scan this QR code to add Piers’ contact details to your cell phone

Scan this QR code to add Kate’s contact details to your cell phone

South Africa

Jason Wilford

CEO

Feedback Ferret South Africa (Pty) Ltd

352 Angus Crescent

Northlands Business Park

Newmarket Street

North Riding

2169 South Africa

+27 (0) 11 251 1980

[email protected]

Scan this QR code to add Jason’s contact details to your cell phone

feedback ferret - taking action

Technology