Happy Signals, a unique tool for continual improvement of customer/user experience
What do you like best?
I am a sucker for data driven decisions. Happy Signals enables you to link user feedback to each support ticket. The value of this is that all the metadata from the ticket is directly relatable to the user feedback. As user feedback is harvested the statistics highlight not only if users are happy but WHY they are happy and WHY they are unhappy, as the case might be.
An example: Users using Service A are significantly less happy than the users of other services. What might be the root cause(s)? Ah, look, these unhappy users are using predominantly using email as the support channel instead of the other channels such as the service portal of phone. Furthermore these unhappy users's tickets are passing significantly more steps (reassignments) than the average. Ah, could it be that tickets generated from mail are not categorized correctly, leadning to bouncing tickets, increased resolution time and below par user service? This jypothesis is worth testing, and improvements are relatively easy to implement. Thank you, Happy Signals, for directing our improvement efforts in the direction that actually matter instead of us using our assumptions as we have done in the past.
What do you dislike?
It would be nice if the product out-of-the-box had a feature to give us a day-to-day view of the survey response rate
What problems are you solving with the product? What benefits have you realized?
I am helping organizations improve user experience and their problem solving efforts have become much more effective. Example: One customer assumed, as most do, that long ticket resolution time equals unhappy users. Data showed us that this was not the case. On the other hand tickets generated from the portal resulted in less happy users than tickets generated from phone calls. Based on this realization, we could direct the improvement efforts where tney would have the greatest effect.
