Modern software is, to a point, designed with the intention to incorporate custom integrations as the user base grows. Listen360 has jumped on this and has developed a product well suited for the missing link service-software has with its clients. Feedback and online reputation management.
Most companies don't build in the level of analytics and direct action items related to the experience of the serviced user they only look at the experience of the user who uses the designed system.
Listen360 fills this gap nicely.
The feedback we get from customers along with all of the detailed reporting has been critical to us measuring our customer service. Having the customers at risk reporting helps us be sure we are able to reach out to customers who may not have had a great experience with us.
For the most part the system does what's intended but it has some shortcomings.
1) I'd love to be able to give our lower level staff the ability to see personal information of those responding but block them from downloading customer lists.
2) Customers that are considered "at risk" should generate email alerts like other "at risk" customers.
3) The same can be said for passives. If I want to track passives, I should get the alerts when a passive response is received.