Replies posted by mendisueshort
We are interested if this use case will also solve an issue we are experiencing. Our CSMs use the gmail plugin or bcc to timeline often in their communication with their customers. Many times these emails are in relation to a CTA they have already created and are already tracking, but since the timeline post was created via bcc or gmail plugin, they can’t go back to their timeline entry to associate it with an existing CTA. Will this also solve for this?
@saitheja_raavi This is an old post, but our CSMs are interested in this also. We have a CTA set to open if the CSM has not updated their manual relationship sentiment score in a certain period of time. Right now the CSMs work from cockpit, see the CTA alert, then go to the account, then click into the scorecard, then update their score. If there was a way to update a score right from a CTA, that would be amazing.
Update on this. We have added a field to show the team manager for any NPS response posted to this Slack channel. This has helped direct questions to the appropriate team leader if teammates have questions or follow up they want to provide. So far, we have had a lot of emoji responses in the channel, not discussions or threads.
Hi @dan_ahrens ! We are looking for examples for how other companies use an NPS channel to create accountability and/or follow up. Maybe it is just mentioning the appropriate person in a thread from a particular response. We just want to avoid the feeling of “if every one owns it, no one owns it” that could render this channel as information overload.
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