What the inbox is
One place for every piece of text a customer says, whatever the channel: survey, call centre, social media, email, WhatsApp, branch, live chat, complaints, app store or other. Each item has a source, an analysis status, an owner and a due date.
Ways to bring feedback in
- Pull survey answers: a button at the top of the inbox brings text answers from your surveys, never twice.
- Import from a file: under Import, upload a CSV or Excel file, then choose which column is the feedback text and which are source, language, email, date and touchpoint; you see how many valid rows were found before saving, and can choose to analyse them after importing.
- Public form: in Settings → Public feedback form enable the form, then copy the link or download the QR code for the branch or your website. Everything submitted lands in the inbox. If the link leaks, create a new one and the old link stops immediately.
- Manual entry: for something you heard on a call or in a meeting.
Handling
- Default owner: every new item is assigned to the person you choose in Settings; change it on the item itself.
- Handling SLA: the number of days before an open item shows as overdue.
- Statuses: new, in progress, resolved, closed. Mark an item resolved, with a note on the resolution, when you have finished with the customer.
Automatic analysis
With Analyse new feedback automatically on (requires the Nabd AI add-on), every item is tagged with a theme and sentiment within seconds. See Nabd AI in Voice of the Customer.
Link to the journey
Feedback that came from a question linked to a touchpoint appears on that touchpoint in the journey map, so you see where complaints concentrate.