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Closed Loop Feedback Survey

EFM advanced case management closed loop process quickly resolve customer issues, rebuild loyalty, maximize productivity, and identify the service failures along the customer journey.

Advanced Case Management, a new feature enhancement to Verint EFM, is designed to help organizations transform from passive customer listening to proactive customer engagement through company-wide action and accountability. These latest enhancements reinforce the importance for companies to manage and scale closed-loop processes as an integral part of their customer experience initiatives.

Case Management Capabilities

With Verint Enterprise Feedback Management’s advanced case management capabilities, organizations can now open cases automatically based on survey responses, enabling quick action to resolve customer issues, heighten loyalty, maximize productivity and identify service failures along the customer journey. They also can benefit from centrally managing an end-to-end process in one location with the ability to:

  • Trigger alerts based on selected criteria, such as low satisfaction score
  • Track and align issues and opportunities by stage in the customer journey, business unit, product/service or other criteria
  • Assign and prioritize cases automatically to help ensure timely responses and balanced workloads
  • Diagnose issues, identify root causes and collaboratively plan a best course of action
  • Communicate with customers proactively throughout the process and their preferred channel
  • Monitor case status, resolution times and full audit trails centrally, across all cases and over time to help ensure follow-up and closure
  • Identify trends and best actions taken with holistic journey tracking and analysis, real-time dashboards and reporting
Advanced Case Management