I wish the data was real time & live. That the tracking of technicians performance is clearer. I would like a text message request as an option. I think NPS score is a bit outdated way to track a customers opinion as well.
Support team is great and usually quick with responses. Brandy is very helpful whenever we have a question or need assistance.
Billing could be more accommodating for the customer. Our system doesn't allow us to enter an invoice prior to the invoice date. I requested to receive the invoice on or after the invoice date, but request was denied.
Feedback Report Generation would be more beneficial with customizable options for data collected; including any follow-up responses to Listen360 customer feedback. For example, when populating the Detractor Feedback report, it does not capture any Private messages or responses to the Customer feedback. Important for our business to capture the customer data which had a negative experience, and also analyze the response/actions taken to address.
Our current workaround requires report manipulation to pull appropriate data from Follow-Up responses.
Listen 360 has been an outstanding addition to our organization. The service allows us to track customer feedback, respond efficiently, and has boosted our review level significantly. Highly recommend!