Tip #3 - Managing global reputation
It’s said that a Happy Customer will tell to five others about their experience. But an unhappy one can tell thousands or more. There is nowhere to hide in today’s hyper-connected world, as "Twitter" plays its part to haunt companies. The rise in smartphone use has made it easier than ever to check these sites while moving.
The best way a company can prevent negative publicity is being approachable, as many customers resort to "Twitter" posts. But if you don’t have time to monitor it closely, it can bring us disaster.
Surprisingly, LiveDesk provides an easy, and formal way to gather feedback. Respond to questions and makes sure that you are responsive.
Where do i find Feedback in LiveDesk?
Check the LiveDesk "Feedback" below the "History"
You can see the name, e-mail address of the visitor and the rating given to that agent. Visitors can rate the agent's performances by stars, on a scale of one (poor) to five (excellent) stars.
Easy Approach
- You can find the all the previous feedback given by the visitor as to which day.
- "Chat"- You can view the chat transcript for which the feedback is given.
- In the "Notes" section, you can view the visitor notes.
- The "Enquire Agent" section, allows you to send a message to the agent about the chat complimenting them on their great job, and you can also easily add the agent’s supervisor to get notified.
- You can also "Reply to Visitor" who left us the feedback, thanking them for taking time to rate your agent and giving you a helpful comment. On a click you can also add the agent to get notified on your reply.
If you do find critical comments, reply as soon as possible. By engaging customers through LiveDesk feedback you can have a friendly approachable face to the world. There’s no doubt it takes less time and easy effort to build a reputation.
Regards,
Ralph
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