速報APP / 商業 / VF Heartbeat

VF Heartbeat

價格:免費

更新日期:2019-04-25

檔案大小:12M

目前版本:因裝置而異

版本需求:Android 因裝置而異

官方網站:http://www.medallia.com

Email:info@medallia.com

聯絡地址:450 Concar Drive San Mateo, CA 94402

VF Heartbeat(圖1)-速報App

VF Heartbeat provides instant and direct access to Vodafone customer feedback (for authorized users). Using the simple interface you can:

- See survey scores and read customer comments

VF Heartbeat(圖2)-速報App

- Create your own scorecards to track TNPS and First Time Fix

- See a ranking of organisational units relevant to you

VF Heartbeat(圖3)-速報App

- Filter results by search term, organisational level, alert type, time period, and customer segment

- Forward responses by email to colleagues

VF Heartbeat(圖4)-速報App

- Call back customers and record call results

- Close/reopen alerts

VF Heartbeat(圖5)-速報App

The Vodafone Heartbeat programme

- Tracks TNPS (Touchpoint Net Promoter Score) globally, reflecting the feedback we get from our customers right after they have contact with us.

VF Heartbeat(圖6)-速報App

- Covers all interaction touch points: in store, on the phone, with a technician, online or through the My Vodafone app.

- Provides immediate real-time customer feedback on how we’re doing, across our business, thousands of times every day.

VF Heartbeat(圖7)-速報App

Understanding scores and comments

- Customers are invited to rate their experience in a very short survey by SMS, IVR or email right after they have been in contact with us through any touchpoint.

VF Heartbeat(圖8)-速報App

- We ask customers how likely they are to recommend Vodafone based on their experience, on a scale from 0 to 10.

- These responses are used to calculate Net Promoter Score for that touchpoint.

VF Heartbeat(圖9)-速報App

- No matter the number, with Heartbeat our focus is on improving the score which tells us that we are doing better and better in the eyes of our customers.

- Customers can also leave comments in their own words, good or bad.

- Through Heartbeat we also ask if we fixed the issue, showing how well we’re performing on our Ask Once promise.