A customer satisfaction tool that creates and sends surveys, aggregating results on their client dashboard.
CSAT user response rates above 50% Almost unbelievably our ConnectWise integration clients are experiencing average user response rates above 50%!
How do we get response rates above 50%? To keep up with the latest trends in CSAT, we use 3 important ingredients to help get you the best response rate:
One click reviews – Capture a review from clients with just a single click. Instantly get a pulse from clients without wasting too much of their time which helps capture more reviews in the long run
1-10 scale + engineer scores and photos – Capture more granularity using the 1-10 scale. This scale tracks a more precise score for individual engineers. Having engineer photos in the surveys also makes them more personal and dramatically improves response rates
Separate survey email – We send separate surveys that go directly to the end user instead of attaching it to the closed loop emails. The reason we do this is because surveys can easily be ignored if they are seen as part of the ConnectWise closed loop emails
CSAT reviews are just the tip of the iceberg Not only do we capture reviews, but we have the ability to relate these reviews to several areas of business. To keep the list short, here are some of our highlights:
Compare the CSAT scores of your engineers – view a real-time engineer leaderboard that shows individual engineer performance over time factoring in CSAT scores and billable time
What do engineers think about client’s end users – Like Uber, engineers will have the ability to rate the clients’ individual end users after a particular transaction. Get to know more about which clients are pleasant to work with OR who needs some extra attention
Track the profitability/utilization – Monitor a real time view of ConnectWise agreements and see if they are being over utilized/underutilized
Publish reviews to Google and Bing to market your reputation – let the word know about being best-in-class
To make it simple, view most client analytics on one page, called the “Dream Screen”, a single pane of glass dashboard.
What do our clients think of us?
Do we like working for them?
Are we making money from our agreements?
Currently this vendor is not Certified under ConnectWise Invent. Please reach out directly to the vendor for integration implementation and/or support.
Sunny Lowe, Blue Jean Networks
We love this application. While we orriginally chose the tool to do our CSAT queries and other Client Ratings, the profitability piece alone we found to be a huge benefit to us in understanding how well we are doing for our clients.
Date: 5/16/2016 2:56 PM
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