Tag manager for CSAT: add/edit/delete/restrict
under review
Eben Marks
Merged in a post:
Automatically update/change review tags
Yuriya Markovska
Dawn Miller, Senior Operational Intelligence Analyst at ICE Technologies:
"Since we document our follow-up activities in Manage, we have a workflow where the review is being assigned a tag of Follow Up Required, the follow up is performed, and the tag is then replaced with a Follow Up Complete tag.
With this process, we can easily see in SmileBack that the review has been acknowledge and acted upon within SmileBack. We found ourselves opening tickets (thank goodness for the link you provide, but the filter for some reason, the rating disappears when we return to SmileBack) to see if notes about the follow up had been added to indicate a communication with the customer had taken place. We love the SmileBack dashboards so we prefer to use them as our source of truth for all things CSAT.
The application of the tag, for us, provides the opportunity for us to manage our remediation activities without bouncing back and forth numerous times on each ticket."
D
Dawn Miller
Agree that this would be a great improvement. We are struggling to find a way to note systematically to enable filtering/reporting to note which surveys require follow-up, which we deliver personally rather than via email as the workflow supports. A rule allowing us to assign a follow-up tag would be ideal, but we could add them manually, if necessary and it would be much easier in bulk.
Eben Marks
under review