Introduction
Acknowledging customer feedback promptly is essential for building trust and demonstrating that their input matters. By responding consistently and systematically, you can strengthen relationships and ensure that customers feel heard. This article provides a step-by-step guide to automate acknowledgments and implement structured follow-ups using Gainsight tools.
Step 1: Automate Feedback Acknowledgments
Promptly acknowledging feedback sets the foundation for trust.
-
Automate Thank-You Messages: Use Journey Orchestrator to send personalized thank-you emails for every survey response.
-
Personalize Communication: Include specific details from the customer’s feedback (e.g., survey score or key comments) to make responses feel tailored.
-
Set Triggers for Automated Responses: Leverage the Rules Engine to initiate acknowledgment workflows when feedback is received. Refer to the Rules Engine Guide for setup instructions.
Step 2: Trigger Follow-Up Actions Based on Feedback Type
Effective follow-ups demonstrate that feedback drives meaningful actions.
-
For Detractors: Create CTAs triggered by low survey scores to ensure CSMs engage immediately. Use Playbooks to guide them through resolution steps.
-
For Passives: Send follow-up surveys or personalized emails to uncover additional insights about their experience.
-
For Promoters: Engage promoters by inviting them to participate in advocacy programs, such as customer success stories or advisory boards.
Step 3: Standardize Follow-Up Processes with Playbooks
Consistency in responses builds credibility and ensures all feedback is handled effectively.
-
Create Playbooks for Common Scenarios: Use Playbooks to standardize follow-up actions for detractors, passives, and promoters.
-
Assign Playbooks Automatically: Leverage the Rules Engine to attach appropriate Playbooks to CTAs based on survey scores or sentiment analysis.
-
Track Follow-Up Progress: Monitor task completion and progress using the Cockpit feature in Gainsight.
Step 4: Log Feedback Actions in Timeline
Maintaining a record of feedback-related actions ensures transparency and accountability.
-
Document Key Interactions: Use Timeline to log customer interactions and feedback-related updates.
-
Track Resolution Efforts: Include details such as actions taken, customer responses, and any escalations.
-
Provide Team Visibility: Ensure all relevant teams can access Timeline entries for seamless collaboration and context sharing.
Next Steps for Success
Once you’ve acknowledged and responded to feedback, the next step is to implement changes based on insights. The following article will guide you on operationalizing feedback to drive meaningful improvements.
Explore More