Service recovery

Configure a service-recovery survey.

Customers occasionally give negative feedback about an interaction with your team. Because the way you respond to negative feedback influences customer loyalty, customer experience teams often implement a service-recovery process to guide responses to customers who have had negative experiences. Agent Connect integrates with your CRM solution as part of your service recovery process.

Service recovery flow

After a customer leaves negative feedback, details about that interaction are flagged in your CRM or case management system. At the same time, an initial Feedback survey will have captured the negative sentiments expressed by the respondent.

You can use the Agent Connect data return API to obtain details about all completed surveys and parse out those that meet your criteria for a service-recovery interaction.

Use any of the the following criteria to trigger the service-recovery process:

  • Star rating
  • Multiple choice answers
  • FCR
  • NPS
  • Responses to custom scalar questions
  • Responses with or without comments
  • Tags or custom properties
  • Channel
  • Brand

You can combine this criteria in any way that works with your company policies. For example, you might want to begin service recovery based on one-star phone interactions that include the tag vip_customer.

As feedback flows into your system, your team reviews customer records and interaction details to determine whether a follow-up is appropriate. Your service recovery team then follows-up directly with customers.

After the service recovery interaction, you close the case in your internal system. This action triggers a recovery-survey request to the customer, which enables you to understand whether you have reversed the customer’s negative sentiment or not. Just as with initial feedback surveys, you can configure service-recovery surveys to meet your specific requirements.

Customer responses to appear on the Stream of the relevant team member and team leader. Agent Connect also uses these responses in the aggregated data displayed on the Service Recovery Trends dashboard.

Create a recovery survey

Creating a recovery survey is similar to creating the surveys used to gather initial feedback, as described in Surveys. A recovery survey includes a request, a subject line, one or more questions, and a Thank You page.

Tip: If you would like to disable the automatic sending of service recovery surveys for particular interactions, simply remove the custom service recovery tag from the interaction.

Follow the steps below to configure your service recovery survey:

  1. On the Settings page, select the "Service Recovery" tile.

  2. If your company is using multiple languages for surveys, select the first language for the survey in the Language dropdown menu.

  3. Configure the Survey Request section to determine what customers see in their email inbox when receiving a request for feedback.

    Use the Preview button to see the subject line for each channel as it will appear to customers.

  4. Edit the phrasing of the single Yes/No Recovery question, if needed. A service recovery survey
  5. Add more questions to the survey, if needed.

    For detailed information about each question type and the fields you can configure for each type, see Question types.

  6. Edit the Thank You page of your survey, if needed.

  7. Use the Preview & Test section to experience the survey from the respondent's viewpoint before saving.

  8. When you are satisfied with your survey in all languages, click Publish survey.

  9. If your company uses multiple languages for surveys, repeat the previous steps for each language.