Closed-loop Customer Experience

Hear every customer
No matter the industry, regardless of your business size, customers expect a high level of personalized response. Many companies struggle to respond to what really matters to customers. SogoConnect provides closed-loop customer experience ticketing and action planning tools to help you operationalize your responses to customers from anywhere across the organization.
Centralized Ticket Management
Accelerate action, increase accountability, and improve satisfaction with a complete set of ticket management tools that help you act on customer experience with visibility and control over the entire cycle.
Categorize and mark ticket status See the state of any ticket at a glance by filtering through categories and ensuring real-time updates. You can build categories based on your industry or use one of our starter packs to get going. Enable critical alerts Bring any hot-button topic to your team’s attention instantly by automatically or manually tagging the ticket as ‘Critical’. Simplify your team’s inbox No more switching between systems to get the data you need. Bring all your data onto SogoConnect, including Customer Information, Action Buttons, Timeline, Categories, and more for quick resolution. Accelerate ticket management Closed loop customer experience means rapid and effective follow-up. Our pre-built response templates, built-in bulk action, and editor capabilities, help you respond quickly to urgent needs.
Build collaboration into your customer experience
Support your internal teams as they support your customers. SogoCX encourages collaboration through communications tools that translate individual efforts into effective team action.
Provide communication access Direct tickets and alerts streamline internal communications based on individual or team responsibility. Automate updates and tasks Keep your team and managers up to speed on ticket activity through multiple channels including the platform itself, specific applications, and email. Get the right people on board Need another team to respond? Easily reassign the ticket. You can also add other users or non-users to a ticket to ensure the right person can address the concern at hand. Add comments Document any follow-up that happens on the platform or beyond, share information and observations, and set expectations with colleagues.
Drive action with powerful customer experiences
SogoCX includes flexible functions that help you meet real-world challenges with powerful and effective methods for closing the loop on customer concerns and meeting expectations.
Customer satisfaction ratings Capture how customers feel about your support using auto-generated feedback forms that are triggered when a ticket is closed. Empower customers to reach out Provide an easy way for customers to reach out with a customized feedback center. You can either embed it in your website or create a separate landing page. Allow anonymity Capture valuable insights by enabling customers to submit their information completely anonymously or allowing them to withhold their contact information. Always available customer outreach channels Don’t overlook any opportunity to hear from a customer. Implement the landing page online, in your mobile app, as a link on email, SMS, and even across social channels. Operations dashboard Gain a holistic view of your team that visually reveals where your teams excel or where they are struggling to provide actionable next steps.

What is close-loop?

Detractors offer an opportunity to win your most loyal customers. Directly follow up and respond to negative customer feedback and comments with a closed-loop system. Just like that, you are more likely to win a repeat client.
Connect with your customers to improve brand value.

SogoCX lets you flag critical tickets, keep an eye on key feedback, and follow the progress of these with our case management system to ensure a close-loop experience that will go a long way.

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