Feedback requests
Automate feedback requests or send requests manually.
A feedback request is a message from your team to a customer asking for feedback about the customer's latest interaction. The request includes your Medallia Agent Connect survey, which provides a standardized format for collecting feedback.
The most consistent way to ensure that customers receive requests after every relevant interaction is to automate that process with the help of your Agent Connect expert at Medallia.
If you are not automating requests, team members can send requests any time on the Stream via the Send a Request panel. They only need to select the appropriate channel, enter a customer's name and email address, then click Send Request.
Best practices
The following best practices can help you to increase the send rate, response rate, and usefulness of feedback requests.
When to send feedback requests
If your team is manually sending feedback requests, the temptation for them may be to only send requests after positive customer interactions. While positive feedback is extremely motivating, getting feedback on more challenging customer interactions is equally valuable. It can be used to drive training and ensure that your service experience continues to improve. The default behavior should be to trigger feedback requests after every appropriate interaction.
There will be certain instances when sending an Agent Connect feedback request may not be appropriate. A customer may have expressed a preference not to be contacted via email or the interaction may have been inappropriate (for example, personal comments or strong language). Some organizations also choose to trigger requests only at certain points of the buying process, such as when orders are finalized or issues are resolved.
How to improve response rates
To help increase response rates, consider coaching your team members to tell customers that they will receive an Agent Connect feedback request with a statement such as, "I will be sending a one-question survey to provide feedback about how I can improve your customer experience and get the most from our company."
How to maximize the number of requests sent
The best way to ensure that feedback requests are sent after every relevant interaction is to integrate Agent Connect with your existing CRM system, which you can do through our Zendesk or Desk.com apps. You can also set up a custom integration through the Agent Connect API.
