Customer Experience News & Trends

How you can get some of the most candid customer feedback ever

You don’t have to cross your fingers and hope for the best when it comes to getting customer feedback. A newly expanded online service can likely help.

It can even help companies manage their online and offline reputation.

The Reputation Management program can alert contact centers as soon as customers comment  – good or bad – to the widely known consumer watchdog site. Then agents can review the complaint or comment and respond directly to the customer to get more information, and if needed, resolve the issue. publishes companies’ responses with customers’ comments, showing others the companies efforts to help customers.

For example, Fisher and Paykel has used the program to reach out to unhappy customers and then use the process to prevent future issues.

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