Systems for providing feedback
With the emergence of a new breed of customers – the social customer – and the increasing availability of multitude of communication channels, organizations are becoming more customer-centric. Empowered, today’s social customers actively initiate conversations on the social web, manage the flow of data and shape product related decisions. Recognizing that they no longer control the customer relationship and that customers are building their own conversations around products and services, organizations are realigning their strategies to focus on customer engagement.
Savvy companies are arming themselves with the tools needed to take advantage of this storm of opinion, to seek out and capture every valuable cyber splash in order to better their services and refine their roadmaps. Whether consumers or companies realize it or not – if they’re talking about the right topics, companies will be finding it, measuring it and using opinions to make strategic company decisions. Gauging customers satisfaction is now a key metric in any new project decision.
OneDesk includes a customer portal that enables you to capture customer insight in the form of questions, issues, compliments, ideas and compliments. OneDesk also includes a comprehensive help desk application that enables you to organize and manage customer questions related to your products or services.