Introduction
Scaling feedback programs requires streamlined workflows that automate repetitive tasks like follow-ups, data processing, and tracking. Automating these workflows enables your team to handle feedback efficiently while focusing on strategic initiatives. This article outlines how to automate feedback workflows using Gainsight’s tools to scale impact and maintain consistency.
Step 1: Set Up Automated Follow-Ups with Journey Orchestrator
Ensure timely responses to customer feedback with automated follow-up processes.
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Create Feedback Programs: Use Journey Orchestrator to design automated workflows for survey follow-ups and status updates.
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Segment Outreach: Personalize follow-up emails based on survey responses, such as detractors, passives, and promoters.
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Trigger Next Steps Automatically: Automate email campaigns that acknowledge feedback and provide updates on actions being taken.
Step 2: Automate Feedback Processing with the Rules Engine
Reduce manual tasks by automating feedback categorization and action triggers.
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Set Rules for CTA Triggers: Use the Rules Engine to create CTAs for feedback requiring attention, such as low NPS scores or unresolved support tickets.
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Tag Feedback Automatically: Apply automated rules to categorize feedback into themes or sentiments.
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Integrate Feedback with Health Metrics: Ensure health scores are updated dynamically based on feedback insights.
Step 3: Standardize Responses with Playbooks
Playbooks ensure consistency and efficiency in responding to feedback.
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Create Playbooks for Common Scenarios: Develop Playbooks for recurring feedback scenarios, such as detractor follow-ups or feature requests.
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Assign Playbooks Automatically: Leverage the Rules Engine to attach relevant Playbooks to CTAs based on feedback type.
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Track Completion in Cockpit: Use the Cockpit feature to monitor the progress of tasks assigned via Playbooks.
Step 4: Monitor Workflow Effectiveness
Regularly review workflows to ensure they remain effective and aligned with goals.
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Track Performance in Dashboards: Use Dashboards to measure key metrics like follow-up completion rates, NPS improvements, and survey response trends.
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Gather Feedback on Processes: Conduct internal reviews to gather input from CS teams on workflow effectiveness.
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Refine Automation Rules: Update automation rules and Playbooks as new feedback trends emerge or priorities shift.
Next Steps for Success
After automating workflows, the next step is to scale the program’s reach by leveraging customer advocacy and strategic feedback to drive growth and retention.
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