Closing the loop:

how it works

If a customer wants to reach you—whether to offer a compliment or share a complaint— they may begin visiting the customized feedback center on your website.

Your customer may also reach out to you via email. Regardless, the customer’s feedback will be routed to SogoConnect to kick start the conversation.

Next, your customer sees a confirmation message and receives an automated response (if they chose to provide contact information— although you may also allow for anonymous feedback or Hidden customer submissions!).

Your customer’s feedback is automatically routed to the right team for a more detailed response or resolution, if needed. If your customer mistakenly sent the message to the wrong area, it can be reassigned and re-routed.

Customers expect (and deserve) a timely response to an inquiry or problem. Once a dialogue has been initiated, SogoConnect starts the clock, so your team will know exactly how long it is taking to respond.

Does the customer’s feedback require more TLC or need to be addressed quickly and carefully? Simply elevate the dialogue’s status to Critical—either manually or through system tagging—and the right team members will be alerted to this priority issue.

Now that the dialogue is in the right hands, it’s time to follow up. Your team can reply, ask for more information, schedule a meeting, or indicate that your company is working on the issue (and provide a timeline for resolution).

Once the issue is resolved—and your customer is satisfied—you can mark the dialogue closed. Of course, the customer can always reopen the dialogue if she wishes. By “closing the loop,” you’ve done more than just collect feedback.

Throughout the process, you can see your team’s outreach efforts at a glance—and determine where strengths and weaknesses are. Spot trends and address problems before they get out of hand.