Banks alert you about suspicious activity on your account and let you set alerts for when your accounts fall below a certain amount. You can get similar, automated alerts when it comes to Voice of the Customer data.
As a CX practitioner, you probably log in to your customer feedback management platform periodically to make sure there are no fires to put out. If you find anything that requires stakeholders in the company to take action, you then have to add emailing the data to them to your to-do list.
If this process is taking up your time, here’s how watchlists in the Wootric platform can automate it for you:
#1 Alert service location leaders to local trends in customer feedback
If you’ve got a decentralized business structure, you’re likely creating performance reports for your various branches/franchises. These may already include sales/revenue numbers and other key performance indicators, but leave out reporting on customer feedback.
Get insight specific to each branch or franchise quickly with a saved search, for example, Times Square Location in NYC, and then create a custom watchlist based on that search. Specify who should be advised of trends, and it will send an email alert to you and the local manager when the list of trending tags changes. Follow up by digging into the comments and creating an action plan for the local team to address the issues the drove the increase in the tag frequency. If you see that same tag is negatively trending in the next period, congratulate the team at that location for successfully improving that issue.
#2 Alert the Product Team to Feedback Trends
How are you reporting VoC data to your product team? With custom watchlists, you can create an alert when a feature or product line has a major change in chatter around a specific tag.
For example, let’s say you are an accounting software firm and you want to be alerted when chatter around “BUGS” becomes an issue. Create a custom watchlist that tracks this tag by features. The list will display the top features where the “BUGS” tag has changed the most in frequency over the last time period. Automatically alert your Product Managers when a different feature enters into the top 5 list under the BUGS tag, positive or negative, so that they can see what needs to be fixed and when their fixes have made a positive impact to customer experience.
#3 Monitor NPS Trends by Customer Segment
It’s great to have NPS as a north star metric for your entire customer base. It’s even better and more actionable when you have email alerts set up for NPS for different segments of customers. For example, you can have the system let you know when your Enterprise segment enters the top 5 negatively trending NPS segments. On the other hand, seeing a positive trend in NPS for a segment might be tied to a recent action that’s been taken to improve CX.
In the following example, there’s a positive trend in NPS for small businesses. Digging into the comments, we see that they love the new social features that were added. This can help demonstrate ROI for new features and CX improvement projects.
You may want product marketing, or a product manager, to automatically receive the reports generated by these watchlist cards.
Good text and sentiment analytics platforms organize your Voice of Customer feedback for you. The best platforms will get you everything you want to know at a glance, help you set up alerts to the relevant people, and allow you to dig into trends that matter to you all in one place.
Get alerts on trends in feedback with Wootric CXInsight™.