The reviews are easy to understand and respond to. The analytics are good and getting better. The main problem we have is the almost monthly network reporting issues: on average at least once a month the networks reviews are either not completely reporting, or are missing altogether.
As a franchisor dedicated to excellent customer service standards it becomes very difficult to quickly respond to or even respond to customer issues in a timely manner when these reporting issues occur. Often it can take several days to get reporting working again. If not for this, our rating would be higher.
The platform and reporting was great. The first year of customer service was non existent. We didn’t get the service we deserved until we wanted to leave (1 year in). Then we weren’t allowed to leave for another 6 months.
Hire good people and enough of them or charge significantly less.
And Listen360 was the worst thing to happen to Qiigo. Took a good company to the dumpster and set it on fire in less than 90 days.
Your billing department is in shambles. You have not been able to provide an accurate bill for our company in over 12 months. We will be moving from your service as soon as find an alternative (or just build it ourselves).
It's easy and quick for our customer to give feedback. It also gives us a leg up on our competitors because we are contacting our detractors within 24 hours to address their poor experience and work on turning them back into a promoter.