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Alert
Tracking

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What is Alert Tracking?

When an alert has been created (sometimes called a ‘ticket’), Opiniator tracks the actions of staff to fix the issue, until they have closed out the alert. This is often called ‘Closed Loop Feedback’ – where the issue is tracked until resolution.

Why is Alert Tracking Important?

Tracking the alert allows the business to not only understand customer satisfaction BUT also monitor the reaction of accountable staff in following up and fixing any issues generated by customer feedback. 90% of US businesses collect feedback but only 10% do anything with that (Gartner). Tracking means the business will take action on feedback .

Customer Alerts Dashboard
Feedback Alert Tracking by Location

WHERE ALERT TRACKING FITS IN THE FEEDBACK PROCESS

ASK – ANSWER – ACT – AUDIT

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ASK: On Location Signs

Signs request customers to give feedback and notify staff using their cell phone

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ANSWER: Feedback Given

Customer gives feedback via their own cell phone (SMS, QR, Web, Phone)

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ACT: Staff Alerted

Staff receive an alert – so can fix the issue and immediately connect with the customer

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AUDIT: 360 Degree

Issues tracked by location and staff until close-out via online dashboard

ALERT TRACKING –
PRODUCT FEATURES

  • Timer starts as soon as alert is sent to staff stopped when alert status changes to ‘complete’ (issue resolved)
  • Repeat and escalation alerts until is ‘complete’ – means business improvement
  • Dedicated interactive dashboard to review alert time and alerts outstanding
  • Insight delivered on problem questions and underperforming locations
  • Staff document actions input directly in Opiniator
  • No other system needed
  • Also check out Immediate Staff Alerts

 

Customer Alert Tracking Dashboard

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