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Case resolution triggers feedback process - by causing the Attentive™ CSD engine to automatically send feedback questionnaire to the relevant customer.
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Personalized feedback questionnaire - according the case properties, the customer´s profile, and all the Microsoft Dynamics CRM objects that are related to the case such as account, contacts, contracts etc. via the drawing of pre-defined field values in the resolved case, and matches a suitable pre-defined questions composition.
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Percentage of closed cases - to which feedback will be sent is feasible to define during implementation.
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Definition of the period for answering the questionnaire - defined, during which the feedback questionnaire is accessible by the respondent, in order to maintain the feedback´s relevancy to the resolved case.
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Integration of Feedback total scores - into Dynamics CRM, and planted in the relevant account´s feedback sub-folder.
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Reports production - done by the Microsoft Reporting Services, in the case´s level, as well as the account´s level.
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Hot alerts - for exceptionally bad/good feedbacks are triggered and sent to a pre-defined functionary for future handling.
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Designed and Developed