Negative feedback happens. How you deal with that negative feedback can dramatically influence future customer loyalty.
The most effective CX teams have a service recovery process in place to deal with customers who have had negative experiences. With our high response rates, Stella Connect provides the perfect tool to power service recovery programs, and we’ve rolled out a new feature to help facilitate this process.
Here’s how the process works:
After a customer leaves a negative piece of feedback, details will be flagged in your CRM or case management system. This process is managed through our data return API. You can configure which types of negative feedback are flagged; for example, you might want to include all one-star feedback that include a comment.
As feedback flows into your internal system, your team will be able to review the customer record and interaction details to determine whether a follow-up is appropriate. Your service recovery team will then follow-up directly with customers.
After the service recovery interaction, you will close the case in your internal system which will trigger a follow-up Connect request to the customer. This request will enable you to measure whether you have reversed the customer’s negative sentiment. As with your initial feedback requests, you can fully configure these service recovery feedback requests to meet your specific requirements.
Responses to your service recovery feedback requests will show up in the relevant team leader’s stream as well as the stream of the person who conducted the service recovery interaction (if different). You will also be able to access aggregate data in a service recovery dashboard.
To get started, click the service recovery tile on your settings page or reach out to your Client Success Manager.
FAQs
Is multi-language supported in Service Recovery?
Yes! We can make this happen for you but it needs to be handled on the back end with your CSM. Please reach out to your Client Success Manager for more information on that.
What criteria can be used to create a new Service Recovery Ticket?
You can use the following criteria to create a new ticket:
Star Rating
Multiple Choice
FCR
NPS
Custom Scalar
Responses with or without comments
Tags or Custom Properties
Channel of Interaction
Brand
For example, you can set your Service Recovery based on "1-star, phone tickets that include the tag 'vip_customer'. Ask your CSM what you are hoping to achieve and we can do our best to set it up.
Is it possible to not send the follow-up survey after a Service Recovery ticket is created?
Yes, this is possible! Just remove the custom service recovery tag and the survey will not send per the triggers we put in place. For specific details, talk to your Client Success Manager.