You can lose a customer with one poor service experience and new opportunities can arise just as fast. SERVICE 800's Hot Sheet Alerts notify you of urgent or time-sensitive situations so you can react promptly and effectively. Your quick follow-up will impress customers and increase their commitment to you.
SERVICE 800 Hot Sheet Alerts may be customized to your sensitivities. You can be quickly aware of customers that provide particular rating(s), mention a particular product or issue, mention a sales opportunity, or compliment your technicians. Insights from Hot Sheet Alerts can save current accounts or find new business, and help you drive the behaviors you desire. Your Hot Sheet Alerts can be directed to the individual manager that can react most effectively.
Hot Sheet Alerts provide more than notifications of customer issues. Many of our clients use Hot Sheet Alerts to identify customers that are delighted with their experience. This opens the door to celebrate wins and identify customers that may have potential for growth or retention.
SERVICE 800 helps to define the appropriate triggers to generate your Alerts based on your objectives. Perhaps you want to be notified when an NPS score less than 7 or an Overall Satisfaction score less than 3. Based on values included in your data supplied to SERVICE 800, Hot Sheet Alerts are emailed directly to the person most capable of taking action with the customer.
Quickly responding to a customer issue helps strengthen loyalty. Using alerts to distribute positive feedback provided a customer to the manager or technician that provided the service reinforces and recognizes great customer service.
Your managers should react to Hot Sheet Alerts with the degree of urgency you require by providing reminders and escalations on missed alerts based how much time has past since the alert was originally sent
Users can even log the results of the Hot Sheet resolution and preserve the findings or solution. This process creates an environment of attentiveness and urgency, which helps you make a difference with customers and their priorities.