XM Knowledge Base
COVID 19
Frontline Connect
Engage the frontline employees to collect feedback regarding customers’ problems and issues. Offer an efficient listening-post to capture reactive ideas from the frontline staff to solve specific problems, and also proactively collect ideas to better service customers in the future.
Core Experience
Customer Experience
Created By
Qualtrics
COST
Free Trial
When it’s tough to get insights from customers directly, go to the people who know them best – your frontline. Quickly get a sense of what’s going on with customers and what are the most important actions to take to retain them. As the situation evolves, keep a pulse on how customers are responding so you know what to do next.
- Get insights from frontline employees on customer issues
- Identify and retain at-risk accounts through automated actions
- Deliver recommended actions at scale directly to employees
Outcomes Delivered
- Always-on listening post to collect feedback from frontline employees
- Pre-built dashboards that provide real-time monitoring and analysis of the consolidated feedback being provided
- Instant actions that can be taken via automated email triggers based on specific customer feedback or identified actions
Category Tags
Measure and monitor feedback across digital channels
Qualtrics offers customers the ability to create feedback experiences with website intercepts, surveys built into the company’s mobile apps, and direct-to-customer SMS texts. Also, the Qualtrics Mobile XM app allows you to get feedback in real-time and take action on the go.
Who is this for:
All global markets. Any organization that has frontline staff in continuous or periodic contact with either Business-to-Business (B2B) or Business-to-consumer (B2C) customers.
What does it do:
This solution is an ‘always-on’ solution that collects feedback from frontline employees to get their input on current customer issues and problems, as well as capturing suggestions for future service improvements to customers–particularly relating to challenges of meeting customer needs during the COVID-19 crisis. This will enable organizations to respond faster to customer signals while engaging employees in the effort.
The Frontline Connect solution includes the following:
- Always-on listening post to collect feedback from frontline employees
- A set of pre-built dashboards that provide real-time monitoring and analysis of the consolidated feedback being provided
- Instant actions that can be taken via automated email triggers based on specific customer feedback or identified actions
Developed by CustomerXM Scientists, the Frontline Connect XM Solution provides a simple, yet robust way of gathering important feedback from frontline employees who have their pulse on the issues and challenges currently facing customers. This solution will leverage a reusable link that is to be made available to the targeted frontline staff. This link is downloaded from the Qualtrics website. This link is then posted on the organization’s intranet, posted to individual employee workstations, or sent via email from managers/supervisors to their frontline staff
A frontline employee selects one of three frontline connect modules:
- The first module enables an employee to identify a specific B2B customer who the employee believes is having an issue with some aspect of the organization relative to the COVID-19 crisis. The employee identifies the B2B customer, the severity of the issue, whether the customer’s revenue is ‘at-risk’ and the employee’s best estimate of the potential annual revenue that may be at risk. An email notification is sent to a central location to identify ‘at-risk’ customers for appropriate follow-up and retention action.
- The second module enables an employee to identify a problem that is being experienced by more than an individual customer. The employee indicates the severity of the problem, as well as the scope (i.e., approximately how many customers have this problem). A description of the problems is captured, as well as any suggestions an employee may have to resolve this problem.
- The third module enables an employee to submit ideas for how the organization can better serve its customer base during the COVID-19 crisis. Employees are also asked about the scope (i.e., approximately how many customers would be affected by this idea), how difficult it will be to implement and how much of an impact it may have on the future customer experience
- Results are posted to a dashboard to provide insights and drive action. Results from each of the modules are reported on a separate page on the dashboard.
Solution Details
Required License: CustomerXM 5
This solution is provided free of charge to any size organization within non-regulated industries across the globe for 90 days.
Languages
English
Category Tags
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